Quality Coordinator

LEAP Wealth

Quality Coordinator at LEAP managing complaints and ensuring service quality. Working with teams to meet client needs and regulatory compliance in the legal sector.

Posted 7/23/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in complaint handling, customer service, and legal processes, with a strong focus on continuous improvement and data analysis to enhance service quality. Possesses excellent communication skills and the ability to build relationships while managing complex investigations and contractual disputes.

Highest-signal resume keywords

Complaint HandlingData AnalysisCustomer ServiceLegal ResearchProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint ManagementCancellation ManagementDatabase MaintenanceQuality PlanningContractual Dispute Resolution

Soft Skills

Verbal CommunicationWritten CommunicationRelationship BuildingConflict ResolutionOrganizational Skills

Tools & Technologies

WordExcelOutlook

Industry Keywords

Customer ChurnService Quality InitiativesRegulatory ComplianceRisk ManagementIncident Management

About the role

Key responsibilities & impact

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
Ensure ongoing conformity with organisational security policies, standards, procedures, and control frameworks, including risk management and incident management processes

Requirements

What you’ll need

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

Benefits

Comp & perks

Generous professional development fund
Ongoing training and career progression opportunities
Private health insurance including dental and optical
£80 monthly gym contribution
Employee Assistance Programme
Life insurance cover
8% employer pension contribution
PerkBox membership with discounts and rewards
Cycle to Work scheme
Access to LEAP Home - a program unique to LEAP to support you in buying your primary residence
25 days annual leave plus bank holidays
Enhanced parental leave
One paid volunteer day each year for a charity of your choice
Friendly and supportive culture
Free healthy breakfast, light lunch and snacks
Monthly socials