Complaints Manager

You will manage all customer complaints, objections, and investigations to develop and communicate solutions to customer issues. You will liaise with senior management and other key internal stakeholders within the business to investigate and resolve quality matters.

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 Legal Tech 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 team: We are a leading authority in the LegalTech space and a premium product on the market. Our Quality Team is there to ensure that the client is provided with the best possible solutions if problems arise. From reviewing contracts, handling negotiations, and dealing with high level complaints, Quality ensures that the client’s support and service are to the high standard expected. The Quality department also manages any debt and supports other departments to ensure we are consistently delivering the right outcome.

Requirements:

• Manage debt recovery cases to generate successful outcomes for LEAP
• Conduct and lead remote and in person quality meetings with customers wishing to cancel and provide solutions that assist in minimising churn
• Maintain accurate records of customer complaints, concerns and experiences
• Handle difficult objections to the customer’s satisfaction
• Research and implement strategies on an ongoing basis to assist the wider business on reducing customer churn
• Offer strategic and commercially driven advice to internal stakeholders regarding the outcomes of quality cases
• Lead continuous process improvements for business, systems and processes to eliminate future quality issues and drive process optimisation
• Provide support, guidance and development to the junior quality members
• Responsible for the up to date and ongoing reporting of key metrics such as churn to key internal stakeholders
• Review terms and conditions and other relevant documentation and contracts, providing commercial advice and comments
• Competent in handling contentious and occasionally high value disputes
• Keeping up to date with relevant legislation to ensure processes and procedures are aligned with regulation and company direction

What you’ll bring:

• A law degree
• 2+ years experience in the legal industry within a legal capacity (paralegal/case worker)
• Experience leading or mentoring junior staff member(s)
• Competent handling GDPR and relevant data protection legislation
• Ability to manage and handle competing priorities
• Resilient, with the ability to take control of difficult customer objections
• Impeccable verbal and written communication skills
• Exceptional organisational skills, self-discipline, and ability to motivate themselves and others around them
• Detail orientated and comfortable with both technical and non-technical terminology
• Experience in dispute resolution and/or debt processes would be advantageous

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:

• 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
• £50 a month gym contribution
• Life insurance cover
• Employee Assistance Program
• Generous Professional Development Fund - yearly learning allowance to grow & upscale your career
• 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
• Hybrid or remote working opportunities available

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, ongoing support, and more than 20 defined career pathways to explore. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments, and even work abroad.