Location
Battersea, London - Hybrid: 3 days office, 2 days home working

Hours
Full-time, Permanent

Salary
Competitive salary offered

About the Role
LEAP Legal Software is the global leader in Legal Practice Productivity Solutions and part of ATI, one of the largest international LegalTech companies. For over 30 years, LEAP has developed innovative technology that helps lawyers run more efficient and profitable law firms. Our market-leading software is used by more than 100,000 lawyers and legal professionals worldwide. With over 1,000 employees across multiple countries, LEAP is a fast-growing global technology business where ambitious people thrive.

The Quality Team ensures LEAP consistently delivers the right outcomes for every customer. This team manages complaints, cancellations, disputes, debt recovery, and safeguards the Terms and Conditions underpinning every agreement. Working closely with Sales, Renewals, product leads, and senior leadership, the team monitors service trends and risks, reports findings, and stays ahead of legislative and regulatory changes such as GDPR and debt recovery procedures.

Driven by a genuine commitment to customer care, the Quality Coordinator brings meticulous attention to detail and a holistic quality perspective to enhance the customer journey, exceed client expectations, and protect LEAP's reputation at every step.

Experience
- 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 support service quality initiatives
- Supporting continuous improvement by identifying issues and implementing proactive solutions
- Reviewing departmental processes to ensure excellent customer service
- Developing quality plans and retention strategies to manage customer churn
- Identifying and implementing opportunities to reduce churn
- Keeping up to date with relevant legislation and ensuring compliance
- Handling and resolving contractual queries and disputes
- Reviewing terms and conditions and relevant documentation
- Assisting with commercial debt recovery and legal processes
- Undertaking legal or relevant research to support departmental growth
- Ensuring conformity with organisational security policies, standards, and risk management processes

About you
- Graduate, ideally with a background in Law
- Superb verbal and written communication skills with a customer service focus
- Strong interpersonal skills with the ability to build relationships and resolve conflict
- Detail-oriented and comfortable with both technical and non-technical terminology
- Proactive, ambitious, deadline-driven with a hunger to succeed and deliver results
- Exceptional organisational skills, self-discipline, and ability to motivate yourself and others
- Confident with a positive and professional attitude
- Inquisitive and committed to learning and development
- Understanding of small law firm culture and expectations
- Proficient in Word, Excel, and Outlook

Qualifications
Graduate degree preferred, ideally in Law. LEAP is an inclusive, people-first company committed to breaking down institutional barriers. Candidates who meet some but not all requirements are encouraged to apply.