Quality Manager

Summary

Join LEAP, a leading provider of Legal Practice Productivity Solutions, as a Quality Manager in our Battersea office. You will manage customer complaints, objections, and investigations, liaising with senior management to resolve quality matters. Responsibilities include debt recovery, conducting quality meetings, maintaining accurate records, and implementing strategies to reduce customer churn. You will also provide support and guidance to junior team members and contribute to continuous process improvements. This is a permanent, full-time, hybrid role.

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 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