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Quality Coordinator
4 months ago
**ABOUT LEAP**
**LEAP Legal Software i**s a multinational Legal Tech company that develops integrated productivity solutions for the legal profession including practice management, case management, document management, accounting, and legal publishing, as well as client and lawyer collaboration tools.
We have more than 800 employees in offices throughout **Canada, the United States, Australia, the United Kingdom, Ireland and New Zealand**. LEAP supports the software needs of more than 25,000 law firms and has more than 10,000 firms using its flagship cloud product, LEAP.
**LEAP **will provide you with the best training, equipment, mentoring and support that we are capable of to optimise the chances of you being successful.
We employ people who can get things done and will appreciate being part of an accountable, high-performance culture.
**THE ROLE**
We are looking for a **Quality Coordinator **to join our growing and successful business. The role of Quality is to ensure we consistently deliver the right customer outcomes, enhance service standards through collaboration with all sectors of the business and to maximise customer retention. The **Quality Coordinator **will manage the day to day complaint handling, cancellation management and look for service opportunities with a main focus on customer retention.
**Working Pattern & Location**
08:30 - 1700 Monday to Friday, Edinburgh Office
A hybrid working pattern - 3 days office based and 2 days home based.
**Reporting to**:
Quality Manager
**WHAT YOU WILL BE DOING**
- Complaint handling and management, acting as an escalation point for customer complaints
- Taking ownership of complex investigations
- Cancellation management
- Maintaining a database of feedback and complaint logs
- Interrogating data to develop and support overall service standards
- Supporting continuous improvement through identification of issues
- Identifying new opportunities to reduce customer turnover
- Handling contractual queries/disputes
- Assisting with commercial debt recovery and legal processes
- Undertaking legal or relevant research to support departmental improvement and growth
**Requirements**:
**WHAT WE NEED FROM YOU**
**Essential requirements**:
- University graduate, ideally in Law or paralegal qualification
- Exceptional customer service standards
- Ability to be resilient and confident when working under pressure
- Superb verbal and written communication skills
- Ability to build relationships and resolve conflict
- Detail orientated and comfortable with both technical and non-technical terminology
- Proactive, ambitious and deadline driven with the hunger to succeed and deliver results
- Manage a fast paced environment with high volume workload
- Exceptional organisational skills and self-disciplined
- Positive and professional attitude
- Inquisitive and committed to learning and development
- A working knowledge of Word, Excel and Outlook
**Desirable Requirements**:
- Experience in practice, ideally in litigation or dispute resolution
- An understanding of law firm culture and expectations
- Knowledge of the GDPR and relevant data protection legislation
- Familiarity with case management systems and interest in legal technology
**Benefits**
**WHAT YOU WILL GET IN RETURN**
On top of a competitive salary and bonus scheme, we also offer an excellent benefits package:
- A fantastic culture
- LEAP pay 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
- Professional Development Fund - £500 yearly learning allowance to grow & upscale your career
- Advanced 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
**OTHER GREAT PERKS**
- Hybrid working model - 3 days office based, and 2 days home based
- Latest equipment for you to be successful when home working
- Free healthy breakfast, light lunch, and snacks
- A dog friendly office
- Regular socials. We love a good party
**_
At LEAP, we care about what we do and the people we work with._**
**_
We continually improve to be the best._**
**_ We NEVER EVER GIVE UP_**
**At LEAP, we promote equal opportunity.** Creating a culture of diversity and inclusion not only promotes innovation but we believe is the right way to do business. Our LEAPsters bring different cultures, genders and perspectives to their days and we wouldn't have it any other way. We welcome and encourage you to apply, no matter who you are or how you identify.
