Legal Counsel - Customer Journey - Meraki Talent Limited : Job Details

Are you a skilled legal professional with a strong focus on customer protection and dispute resolution?Meraki Talent are seeking an experienced Legal Counsel to lead our customer complaints remediation efforts and ensure fair and timely resolution of disputes.Key Responsibilities:

• Provide expert legal advice and oversight on customer complaints and dispute resolution processes.
• Review, assess, and guide the remediation of complex customer complaints, ensuring compliance with legal and regulatory standards.
• Collaborate with cross-functional teams (customer service, compliance, risk, and legal) to design and implement effective complaints-handling policies.
• Lead the legal response to complaints, including drafting settlement agreements and advising on potential litigation risks.
• Ensure compliance with industry-specific regulations, such as FCA guidelines, consumer protection laws, and financial ombudsman requirements.
• Maintain strong relationships with regulatory bodies, ombudsman services, and external legal counsel where needed.
• Monitor trends in complaints and provide strategic advice to mitigate legal and reputational risks.
• Support internal training and development to improve complaints-handling processes and legal awareness within the business.

Qualifications & Skills:

• Qualified solicitor or lawyer
• 3-5+ years of experience in customer complaints remediation, dispute resolution, or consumer protection law.
• In-depth knowledge of financial services regulations, consumer rights, and complaints-handling best practices.
• Experience working with regulatory bodies, ombudsman services, and financial institutions.
• Strong legal drafting, negotiation, and communication skills.
• Excellent problem-solving abilities with a focus on risk mitigation and customer satisfaction.
• Ability to work independently and manage multiple cases simultaneously.
• Collaborative team player with a proactive and strategic mindset.

The Offer:

• Competitive salary and comprehensive benefits package.
• Opportunity to shape the customer complaints framework within a dynamic organization.
• Exposure to challenging and diverse cases in the financial services industry.
• Ongoing professional development and career growth opportunities.
• A supportive and collaborative work environment with a focus on work-life balance.

Is this job for you? At Meraki, we love recruitment and love words. Is this you?Jennifer wants: Legal, Lawyer, Solicitor, Corporate, Northampton'By submitting your information, you confirm you have read and understood our Privacy Notice which outlines how we use information we collect about you.”  Please see our website page headed ‘Privacy Notice’ for an explanation about how we use information we collect about you’