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- Tasks: Handle customer complaints and manage complex investigations with a focus on service quality.
- Company: LEAP is a leading LegalTech company, transforming productivity for lawyers worldwide.
- Benefits: Enjoy hybrid work, private health insurance, gym contributions, and 25 days holiday.
- Why this job: Join a passionate team in a dynamic environment that values personal growth and social impact.
- Qualifications: Ideal for graduates with strong communication skills and a background in Law.
- Other info: Embrace a dog-friendly office culture with opportunities for professional development.
The predicted salary is between 30000 - 42000 £ per year.
2 weeks ago Be among the first 25 applicants
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LEAP Legal Software UK provided pay range
This range is provided by LEAP Legal Software UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
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Direct message the job poster from LEAP Legal Software UK
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.
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
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
Seniority level
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Seniority level
Associate
Employment type
-
Employment type
Full-time
Job function
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Job function
Quality Assurance
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Industries
IT Services and IT Consulting
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Customer Complaints Handler employer: LEAP Legal Software UK
Contact Detail:
LEAP Legal Software UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaints Handler
✨Tip Number 1
Familiarise yourself with LEAP's products and services. Understanding their software solutions will not only help you in the interview but also demonstrate your genuine interest in the company and its mission to support lawyers.
✨Tip Number 2
Brush up on your complaint handling skills. Since the role involves managing customer complaints, being able to articulate your approach to resolving conflicts and improving customer satisfaction will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of LEAP. Engaging with them can provide you with insider knowledge about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Stay updated on relevant legislation and industry trends. Showing that you are proactive about learning and adapting to changes in the legal tech landscape will highlight your commitment to continuous improvement, a key value at LEAP.
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 specific examples that demonstrate your ability to resolve conflicts and manage customer expectations.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the legal sector. Mention how your skills align with LEAP's mission to support lawyers and their clients.
Showcase Communication Skills: Since superb verbal and written communication skills are essential for this role, ensure your application is free from errors and clearly articulates your thoughts. Consider including examples of how you've effectively communicated in previous roles.
Highlight Continuous Improvement Mindset: Demonstrate your proactive approach by mentioning any past experiences where you identified issues and implemented solutions. This aligns well with LEAP's focus on continuous improvement and service quality initiatives.
How to prepare for a job interview at LEAP Legal Software UK
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Complaints Handler. Familiarise yourself with complaint management processes and how they relate to customer service in a legal context.
✨Showcase Your Communication Skills
As this role requires superb verbal and written communication skills, prepare examples that demonstrate your ability to handle difficult conversations and resolve conflicts effectively. Practice articulating your thoughts clearly and confidently.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully resolved complaints or issues. Highlight your analytical skills and how you approach complex investigations, as these are crucial for the position.
✨Research LEAP and Its Culture
Familiarise yourself with LEAP's mission and values. Understanding their commitment to continuous improvement and customer service will help you align your answers with their company culture during the interview.
