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The Quality Coordinator will handle and manage customer complaints, acting as an escalation point and taking ownership of complex investigations. They will also support continuous improvement initiatives and maintain a database of feedback and complaint logs.
Candidates should ideally have a background in Law and possess superb verbal and written communication skills with a focus on customer service. They should be detail-oriented, proactive, and able to build relationships while resolving conflicts.
Quality Coordinator, Battersea, London
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.
What you'll do
What you'll bring
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
Career and development
Health and wellbeing
Financial benefits
Time off
Work environment
Life at LEAP
Discover the human side of cutting-edge LegalTech.
Life at LEAP
Discover more LEAP opportunities
Closing Date: Friday, 24th July
We may close this vacancy early if we receive a high volume of suitable applications, so we encourage interested candidates to apply as soon as possible.
You’re welcome to use AI tools to support your application, but please ensure your submission reflects your own experience and voice. Every CV is reviewed by a member of our team, and if you’re invited to interview, we look forward to getting to know the real you.
LEAP is an international leader in client-first legal software. We’re powered by a global team of technological innovators and legal experts, supporting firms across the United States, Canada, United Kingdom, Ireland, Australia, and New Zealand. Our all-in-one productivity platform empowers legal professionals worldwide to practise law more efficiently and profitably. All this is possible because we genuinely care about the work we do and the people we work with. Visit careers.leaplegalsoftware.com to learn more.
Offices: Level 38, Two International Towers, 200 Barangaroo Ave, Sydney, NSW 2000, AU · LEAP, Unit 7, Circus Road West, Battersea Power Station, London, SW11 8EZ, GB · Suite 3D, 127 Portland Street, Manchester, Manchester M1 4PZ, GB · 83 Princes Street, Suite 03.26, Edinburgh, Scotland EH1 1BL, GB · 1 Capital Quarter, Tyndall St,, Suite 4.06 + 4.07, Cardiff, Cardiff CF10 4BZ, GB
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