Complaints Manager

Summary

Join LEAP, a leading provider of Legal Practice Productivity Solutions, as their Complaints Manager in their Battersea office. This permanent, full-time, hybrid role involves managing customer complaints, conducting investigations, and developing solutions. You will liaise with senior management and other stakeholders to resolve quality matters. The position requires a law degree, 2+ years of legal industry experience, and experience leading junior staff. LEAP offers a competitive salary and an excellent benefits package, including pension contributions, private health insurance, gym contributions, and generous professional development opportunities.

Requirements

• A law degree
• 2+ years experience in the legal industry within a legal capacity (paralegal/case worker)
• Experience leading or mentoring junior staff member(s)
• Competent handling GDPR and relevant data protection legislation
• Ability to manage and handle competing priorities
• Resilient, with the ability to take control of difficult customer objections
• Impeccable verbal and written communication skills
• Exceptional organisational skills, self-discipline, and ability to motivate themselves and others around them
• Detail orientated and comfortable with both technical and non-technical terminology

Responsibilities

• Manage all customer complaints, objections, and investigations to develop and communicate solutions to customer issues
• Liaise with senior management and other key internal stakeholders within the business to investigate and resolve quality matters
• Manage debt recovery cases to generate successful outcomes for LEAP
• Conduct and lead remote and in person quality meetings with customers wishing to cancel and provide solutions that assist in minimising churn
• Maintain accurate records of customer complaints, concerns and experiences
• Handle difficult objections to the customer’s satisfaction
• Research and implement strategies on an ongoing basis to assist the wider business on reducing customer churn
• Offer strategic and commercially driven advice to internal stakeholders regarding the outcomes of quality cases
• Lead continuous process improvements for business, systems and processes to eliminate future quality issues and drive process optimisation
• Provide support, guidance and development to the junior quality members
• Responsible for the up to date and ongoing reporting of key metrics such as churn to key internal stakeholders
• Review terms and conditions and other relevant documentation and contracts, providing commercial advice and comments
• Competent in handling contentious and occasionally high value disputes
• Keeping up to date with relevant legislation to ensure processes and procedures are aligned with regulation and company direction

Preferred Qualifications

Experience in dispute resolution and/or debt processes would be advantageous

Benefits

• LEAP pays 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
• Generous Professional Development Fund - yearly learning allowance to grow & upscale your career
• 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
• Hybrid or remote working opportunities available