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- Tasks: Handle customer complaints and manage complex investigations with a focus on service quality.
- Company: LEAP is a leading LegalTech provider, transforming productivity for lawyers worldwide.
- Benefits: Enjoy hybrid work, private health insurance, gym contributions, and generous holiday leave.
- Why this job: Join a passionate team in a dynamic environment where your growth and impact matter.
- Qualifications: Ideal for graduates with a Law background and strong communication skills.
- Other info: Inclusive culture encouraging applications from diverse backgrounds.
The predicted salary is between 28800 - 43200 £ per year.
Customer Complaints Handler, Battersea office
- Permanent, full-time position with a hybrid work model: 3 days in-office and 2 days remote per week
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.
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.
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.
Discover more LEAP opportunities
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
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Customer Complaints Handler employer: LEAP Legal Software Pty
Contact Detail:
LEAP Legal Software Pty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaints Handler
✨Tip Number 1
Familiarise yourself with the LegalTech industry, especially the specific challenges faced by small and medium-sized law firms. Understanding their pain points will help you demonstrate your ability to empathise with customers and resolve complaints effectively.
✨Tip Number 2
Brush up on your conflict resolution skills. Since this role involves handling customer complaints, being able to showcase your experience in resolving disputes amicably will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of LEAP or similar companies. Engaging with them can provide you with insider knowledge about the company culture and expectations, which you can leverage during your interview.
✨Tip Number 4
Stay updated on relevant legislation affecting the legal sector. Being knowledgeable about compliance and regulatory issues will not only impress your interviewers but also show your commitment to maintaining high standards in customer service.
We think you need these skills to ace Customer Complaints Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaint handling. Use keywords from the job description, such as 'complaint management' and 'customer service focus', to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and explains why you're passionate about working in LegalTech. Mention specific experiences where you've successfully resolved conflicts or improved customer satisfaction.
Showcase Your Skills: In your application, emphasise your organisational skills and attention to detail. Provide examples of how you've managed complex investigations or developed quality plans in previous roles.
Research LEAP: Familiarise yourself with LEAP's products and values. Understanding their commitment to customer service and continuous improvement will help you align your application with their company culture.
How to prepare for a job interview at LEAP Legal Software Pty
✨Understand the Company Culture
Before your interview, take some time to research LEAP's culture and values. Familiarise yourself with their commitment to inclusivity and continuous improvement, as this will help you align your answers with what they value in their employees.
✨Showcase Your Communication Skills
As a Customer Complaints Handler, excellent verbal and written communication skills are crucial. Prepare examples of how you've effectively resolved conflicts or handled customer complaints in the past, highlighting your ability to build relationships.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've identified issues and implemented solutions. This role requires a proactive approach to resolving recurring problems, so showcasing your analytical skills will be beneficial.
✨Prepare for Technical Questions
Since the position involves handling both technical and non-technical terminology, brush up on relevant legal concepts and software tools. Being able to discuss these confidently will demonstrate your readiness for the role.
