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Reference number: JR249485
Location: Home-based
Working pattern: Full Time, 37.5 per week
Contract Type: Permanent
Number of roles: 1
Grade: K5 (Upper)
Salary: £44,355 - £51,131 per annum
We are looking for a Complaints and Quality to join our team.
Role Summary
As the Complaints and Claims Manager, you will lead and manage the operational delivery of the SQE complaints and malpractice process. You will work with Senior leaders in E&Q in the litigation process.
As the Complaints Manager you will:
- Investigate complaints ensuring adherence to established policies and procedures
- Ensure there is effective and clear communication with candidates regarding their complaints
- Draft final outcome responses to complaints
- Work with senior leaders to develop and refine process documentation: undertaker regular reviews and update the complaints processes
- Analyse and report on complaints data, providing insights and recommendations
- Undertake the successful and effective investigation of allegations of malpractice and improper conduct
- Coordinate and ensure the effective convening of complaints review panels and special panels, including professional minute-taking support
- Undertake investigations as directed by the Head of Equality and Quality (or their Deputy) in response to legal claims, mitigating circumstances claims and appeals
This is an excellent opportunity for someone who may be currently working as a Complaints manager, or someone working in similar role who is looking to expand their skills and build their career with an industry leader.
What you’ll bring to the role
A drive to provide a fair opportunity for SQE candidates to demonstrate their competence to the required standard in the SQE assessments.
- Demonstrated expertise in complaint management, with the ability to engage effectively with complainants, conduct through investigations, and craft customer-focused, professional responses and reports
- Investigative expertise: Strong background in conducting investigations, with the capability to effective apply this expertise to the processes related to SQE malpractice and improper conduct, mitigating circumstances and appeals
- Risk awareness: Maintains a keen awareness of potential risks associated with complaints management, ensuring proactive identification, assessment, and mitigation of risks to report and escalate where appropriate
- Exceptional communication skills: Excellent written and verbal communication abilities, capable of crafting clear, concise, and pertinent correspondence and reports
- Robust administrative skills: Excellent organisational and time management abilities, coupled with meticulous document management skills and a keen attention to detail
- Service Level Agreement (SLA) management: Demonstrated experience in managing and consistently achieving key targets
- Analytic and evaluative skills: Experience, or equivalent expertise, in analysing correspondence and data to prepare detailed chronologies and comprehensive lists of documents
- Attention to detail: Focus on detail in both understanding and reporting issues with regard to complaints, malpractice and potential legal claims
What we do
Kaplan is a provider of world-leading professional assessments. In 2018, we were appointed as the independent assessment organisation for the new Solicitors Qualifying Examination (SQE), which we then launched in 2021. This exam is now the sole route to qualifying as a Solicitor of England and Wales and will ultimately be taken by upwards of 13,000 candidates per year.
We are part of the Kaplan group, one of the world’s largest and most diverse education and assessment providers. We operate in over 30 countries and maintain relationships and partnerships with more than 1,000 school districts, colleges and universities, professional bodies and over 10,000 businesses. Our vast breadth and scope in terms of both capabilities and assets sets us apart.
What we believe in
Our goal is for Kaplan to be a great place to work where everybody can succeed, so we truly live and breathe our values: act with integrity, grow knowledge, empower & support, create opportunity, drive results together.
Kaplan is a global organisation whose mission is rooted in providing equal access to education and opportunities for advancement to people of all backgrounds. We believe diversity, equity and inclusion - of culture, experiences, perspectives - are paramount to creating success and opportunity in an ever-changing world. As an educator, partner and employer, Kaplan is committed to promoting an equitable world in which diverse talent can develop, advance and thrive.
Our Values
We live, breathe and celebrate our values - they drive what we believe in, how we behave and guide us in creating a culture of success.
• Act with integrity
• Empower and support
• Create opportunity
• Grow knowledge
• Drive results together
What we offer
As well as a competitive salary, transparent pay structures, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes:
• 28 days annual leave option to purchase more
• Season ticket loan and cycle to work scheme
• Big discounts on Kaplan courses for you and your family
• Private medical, income protection, and life insurance
• 24/7 confidential helpline providing counselling and other support services
• Company pension contributions
• Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels
How to apply
To apply for this role please submit a CV along with a Cover Letter detailing how you meet the requirements of the role no later than 11pm on Thursday 4th September 2025. Note, we recommend that you apply at the earliest as we reserve the right to close the role before the closing date if we have gathered a suitable shortlist.
