Arc Legal Assistance is a specialist provider of legal expenses insurance and related services. 

Based in Colchester, we work with insurers, intermediaries, financial institutions and affinity groups, focusing upon delivering bespoke solutions providing 'best in market' legal advice and case handling.

Our business model for legal expenses insurance involves outsourcing legal advice and the legal conduct of claims to top quality law firms.

Purpose of the role

To provide an effective technical support function to the Customer Relations Manager in the management and resolution of complaints received on legal expenses insurance claims and other supplier claims. Coordinating, processing and adjudicating on complaints received from claimants and insureds and others and responding in accordance with regulatory procedures. To assist the Customer Relations Manager in the effective management of complaints.  

Main Tasks 

Customer Relations

  • Assisting in co-ordinating complaints
  • Assisting in allocating new complaints received to appropriate members of the customer relations  team to deal with in the Customer and Assistant Customer Relations Manager’s absence or as required
  • Handling inbound telephone calls and responding appropriately and in a courteous and efficient manner
  • Making outbound calls in order to gather information and otherwise expedite the ongoing complaint review and management process
  • Assisting other members of the team to deal with their complaint files
  • Assisting in providing relevant internal training and updates on complaints and complaint processes
  • Handling and resolving complaints in accordance with service standards and FCA regulations including corresponding with policyholders and solicitors by letter and telephone
  • Liaising with corporate clients, underwriters and other third parties to coordinate responses to complaints
  • Assisting in corresponding with regulatory bodies regarding complaints
  • Assisting in completing regulatory returns relating to complaints
  • Assisting in producing regular management information on complaints to the Director of Quality Assurance & Compliance, Director of Claims & Operations, Claims Managers and Directors
  • Ensuring complaints information on the claims management systems is up to date and accurate
  • Raising payment requests as required

General Tasks:

  • To carry out all work in accordance with agreed service standards and FCA regulations
  • To carry out a periodic review of standard claims letters making recommendations for any changes or for new letters to be produced
  • To provide general assistance in the office and help/guidance to colleagues where appropriate
  • To supervise and mentor junior members of the customer relations team
  • Ad-hoc project work
  • Other duties and responsibilities as may be set by the Director of Quality Assurance & Compliance and/or Customer Relations Manager  

Experience and Person Specification


  • Excellent verbal and written communication
  • Exceptional Telephone manner
  • Excellent organisational and time keeping skills
  • Confidence to own tasks without supervision
  • Experience of using all Microsoft Office programs
  • Meticulous attention to detail


  • Previous complaints resolution experience
  • Good research and investigative skills
  • Knowledge of Legal Expenses
  • Knowledge of the FCA and their complaint handling rules
  • Degree Educated

Call us on 0344 770 9000