Job Description

"Making great tech even better is all in a day's work here."

Quality Coordinator, Battersea office

Permanent, full-time, hybrid Work for a Culture that values its Employees

About LEAP

LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI - one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement have kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to 'Help lawyers who help people'. The market-leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium-sized law firms.


Working alongside our international team of passionate high achievers, you'll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring, and ambitious 'LEAPsters' working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland, and New Zealand, you'll find yourself in good company here.

Meet the Quality team

We're a leading authority in the LegalTech space, and our Quality Team is the detail-oriented specialists ensuring everything we say, do, and deliver reflects our professional expertise globally.


From our end-to-end product UX to our best-practice approach to documentation, to the evolving ways we negotiate and make decisions, our team is committed to applying a lens of holistic quality and meticulous detail to everything we do. Driven by a user-centred approach to design, the Quality Team harnesses an insightful understanding of human behaviour, ensuring every experience feels human and memorable, keeping people coming back for more.

Requirements

What you'll do

Complaint handling and management, acting as an escalation point for customer complaints Taking ownership of complex investigations Cancellation management and reporting Maintaining a database of feedback and complaint logs Interrogating data to develop and support service quality initiatives. Supporting continuous improvement through the identification of issues and implementing proactive measures to resolve recurring problems. Reviewing existing departmental processes and procedures to ensure excellent customer service is delivered. Developing quality plans and retention strategies to ensure the customer churn rate is in line with company targets and processes are optimised to drive such results Identifying new opportunities to reduce churn from recommendations through to implementation Keeping up to date with relevant legislation to ensure processes and procedures are aligned with regulation and company direction Handling and resolution of contractual queries/disputes Reviewing terms and conditions and other relevant documentation Assisting with commercial debt recovery and legal process Undertaking legal or relevant research to support departmental improvement and growth

What you'll bring

A graduate, ideally with a background in Law Superb verbal and written communication skills with a customer service focus A people person with the ability to build relationships and resolve conflict with ease Detail-oriented and comfortable with both technical and non-technical terminology Proactive, ambitious, and deadline driven with the hunger to succeed and deliver results Exceptional organisational skills, self-discipline, and ability to motivate themselves and others around them Confident, with a positive and professional attitude Inquisitive and committed to learning and development An understanding of a small law firm's culture and expectations A working knowledge of Word, Excel, and Outlook
LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some but not all of the requirements above, we encourage you to still submit your application.

Benefits

What you'll get

On top of a competitive salary, we also offer an excellent benefits package:

LEAP pays 8% of your salary into your pension Private health insurance, including optical and dental 80 a month gym contribution Life insurance cover Employee Assistance Program Generous Professional Development Fund Enhanced parental leave PerkBox membership Cycle to work scheme 25 days holiday (plus 8 bank holidays) Work anniversary rewards Paid time off to give blood Volunteer day - We offer 1 day per year for a charity of your choice Free healthy breakfast, light lunch, snacks A dog friendly office

Life at LEAP

LEAP is all about impact, growth, and ownership. We're united by a genuine passion for what we do, enriched by the care we show to our customers and each other, and driven by the difference we can make together.


LEAPster culture is about prioritising and celebrating the incredible humans behind our market-leading technology. Think flexible hybrid work, a world-leading Parenting Policy, regular social events, free gym membership, and so much more.


We strongly believe that personal development and career progression are at the heart of a healthy, high-performing culture, and we're committed to empowering LEAPsters with resources and ongoing support. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments, and even work abroad.

Explore the role further

Discover the human side of cutting edge LegalTech.


Life at LEAP


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Closing Date:

Friday 18th July, 2025

We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible