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Quality Coordinator, Battersea, London Permanent / Full-time / Hybrid: 3 days office, 2 days home working About LEAP LEAP is the global leader in Legal Practice Productivity Solutions and part of ATI, one of the largest international LegalTech companies. For more than 30 years we have been developing innovative technology that helps lawyers run more efficient and profitable law firms. Our mission is simple: to help lawyers who help people. Our market-leading software is used by more than 100,000 lawyers and legal professionals in small and medium-sized law firms worldwide. With more than 1,000 employees across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, LEAP is a fast-growing global technology business where ambitious people thrive. The Opportunity Our Quality Team is the group of detail-oriented specialists who make sure LEAP consistently delivers the right outcomes for every customer. We own the work that protects and strengthens client relationships by managing complaints, cancellations, and disputes, recovering and resolving debt, and safeguarding the Terms and Conditions that underpin every agreement. Working closely with Sales, Renewals, product leads, and our senior leadership, we keep a close eye on service trends and risk, report what we learn back to the business, and stay ahead of legislative and regulatory change, from GDPR to debt recovery procedures. Driven by a genuine commitment to customer care, we bring a lens of holistic quality and meticulous detail to everything we do, enhancing the customer journey, exceeding client expectations, and protecting LEAP's reputation at every step. 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 Ensure ongoing conformity with organisational security policies, standards, procedures, and control frameworks, including risk management and incident management processes 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 t