About this role

McVey & Murricane | Glasgow

Working arrangements: Office-based

About McVey & Murricane

McVey & Murricane is a specialist Scottish law firm with a significant residential conveyancing and lender-services practice. We act for major lenders and financial institutions and operate in a regulated environment where service quality, customer outcomes and effective complaint handling are increasingly important.

Why we are creating this role

The regulatory environment for legal services in Scotland is evolving, with increasing emphasis on structured complaint handling, clear accountability, customer outcomes and demonstrable processes.

Against that background, we are strengthening our complaints framework and creating a dedicated role to take operational ownership of complaints across the firm.

This is a newly created position and an opportunity to help shape and operate a formal complaints function within a specialist legal business.

The role

The successful candidate will take day-to-day operational ownership of complaints from initial identification through investigation, resolution and closure.

Working closely with the firm’s Client Relations Partner and senior management, the role will include:

independently investigating complaints and establishing the relevant facts;
determining the appropriate route for each complaint and maintaining control of deadlines and records;
obtaining evidence and specialist input from legal and operational colleagues;
identifying service, conduct, regulatory and wider business risks;
engaging appropriately with external complaints and regulatory bodies;
ensuring complaints are handled consistently, objectively and proportionately;
identifying recurring issues, root causes and potential systemic failings;
challenging the business where appropriate; and
contributing to the continuing development of the firm’s complaints framework and its use of technology.

Who we are looking for

We are particularly interested in candidates with experience in complaints, customer outcomes, conduct risk, regulatory investigation or ombudsman-related work within a regulated environment.

Relevant backgrounds may include banking, insurance, consumer finance, financial services or other regulated sectors.

A legal qualification is not essential.

The successful candidate is likely to demonstrate

strong investigative judgement;
independence and objectivity;
confidence in challenging colleagues and senior stakeholders where appropriate;
excellent written and verbal communication;
an organised and disciplined approach to case ownership and deadlines;
commercial awareness alongside regulatory judgement; and
the ability to identify themes and wider risks from individual complaints.

The opportunity

This is not intended to be a conventional complaint-handling or administrative role.

The successful candidate will have the opportunity to take ownership of a developing control function, work directly with senior management and help establish a complaints framework which protects clients, the firm and the quality of the service we provide.

Applications

Applications should include a CV and a short covering statement outlining relevant complaints, investigation or regulatory experience.

Please submit all application documents in PDF format by email to: