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For Companies At a Glance
- Tasks: Handle customer complaints, manage investigations, and support service quality initiatives.
- Company: LEAP is a leading LegalTech provider, transforming productivity for lawyers globally.
- Benefits: Enjoy hybrid work, private health insurance, gym contributions, and generous holiday leave.
- Why this job: Join a passionate team in a dynamic environment focused on growth and impact.
- 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 - 42000 £ per year.
Quality Coordinator, Battersea office
Permanent, full-time, hybrid
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.
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.
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.
Quality Coordinator employer: LEAP Legal Software
Contact Detail:
LEAP Legal Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Coordinator
✨Tip Number 1
Familiarise yourself with the LegalTech industry, especially the specific challenges and trends that small law firms face. This knowledge will help you demonstrate your understanding of the sector during interviews and discussions.
✨Tip Number 2
Network with current or former employees of LEAP or similar companies. Engaging in conversations can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Showcase your problem-solving skills by preparing examples of how you've handled customer complaints or resolved conflicts in the past. This will highlight your ability to take ownership of complex investigations, a key aspect of the Quality Coordinator role.
✨Tip Number 4
Stay updated on relevant legislation and best practices in quality management within the legal sector. Being knowledgeable about compliance and regulatory issues will position you as a strong candidate who understands the importance of maintaining high standards.
We think you need these skills to ace Quality Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Quality Coordinator role. Emphasise your background in law, customer service, and any experience with complaint handling or quality assurance.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for LegalTech and your understanding of the role. Mention specific examples of how you've successfully resolved conflicts or improved processes in previous positions.
Showcase Communication Skills: Since superb verbal and written communication skills are essential for this role, consider including a brief example in your application that demonstrates your ability to communicate effectively, especially in a customer service context.
Highlight Continuous Improvement Mindset: Discuss any experiences where you identified issues and implemented solutions to improve service quality. This will resonate well with LEAP's commitment to continual improvement and user-centred design.
How to prepare for a job interview at LEAP Legal Software
✨Showcase Your Communication Skills
As a Quality Coordinator, superb verbal and written communication skills are essential. Be prepared to demonstrate your ability to articulate complex ideas clearly and effectively during the interview.
✨Highlight Your Detail-Oriented Nature
The role requires a meticulous approach to quality management. Share examples from your past experiences where your attention to detail made a significant impact on a project or resolved an issue.
✨Demonstrate Your Problem-Solving Abilities
Prepare to discuss specific instances where you identified problems and implemented solutions. This will show your proactive nature and ability to handle complex investigations, which is crucial for this position.
✨Understand the LegalTech Landscape
Familiarise yourself with the LegalTech industry and LEAP's position within it. Being knowledgeable about current trends and challenges in the sector will help you engage in meaningful discussions during the interview.
