About LEAP

LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms.

Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.

Meet the Quality & Contracts Team

We’re a leading authority in the LegalTech space and our Quality & Contracts Team are the detail-oriented specialists ensuring everything we say, do and deliver reflects our professional expertise globally.

From our end-to-end product UX to our best-practice approach to documentation, to the evolving ways we negotiate and make decisions, our team are committed to applying a lens of holistic quality and meticulous detail to everything we do. Driven by a user-centred approach to design, the Quality Team harness an insightful understanding of human behaviour, ensuring every experience feels human and memorable, keeping people coming back for more.

What you'll do

Do you have a sharp eye for detail and a passion for making things work seamlessly?  Are you someone who can spot the smallest issue before it becomes a problem? Do you thrive in dynamic environments where you’re always thinking several steps ahead? If this sounds like you please keep reading!

This is a new role for a Quality Assistant who will become an essential part of our fast-paced, high-energy environment, working closely with clients and internal teams to ensure seamless software experiences. You'll slot into a customer focused team who strive to provide world class services to our clients, and thrive on driving internal efficiencies. Your role is critical in ensuring that all our software solutions not only meet but exceed both company standards and client expectations.

To make this happen, you will be responsible for

•  Issue Monitoring: Monitor and track issues raised with the Quality team, either directly or in collaboration with the broader LEAP team, ensuring all concerns are promptly addressed and resolved.
•  Client Complaint Resolution: Adhere to established internal processes to efficiently address and resolve escalated client complaints, ensuring a high level of customer satisfaction.
•  Contractual Requests & Investigations: Respond to contractual requests by reviewing contracts and conducting necessary investigations to ensure compliance and resolve any related issues.
•  Stakeholder Liaison: Collaborate with senior management and key internal stakeholders to investigate and resolve quality-related matters, fostering effective communication across teams.
•  Quality Queue Management: Proactively manage the quality queue, ensuring cases are addressed in a timely and organized manner. This includes managing multiple shared inboxes, tracking of all interactions in Salesforce requiring effective time management and resource allocation to meet deadlines and complete work efficiently.
•  Team Collaboration & Reporting: Prepare for and attend weekly Quality team meetings to review ongoing cases, discuss the best course of action, and present findings to the Leadership Team for further direction.
•  Customer Loyalty & Satisfaction: Drive customer loyalty by effectively meeting customer needs, taking ownership of their satisfaction, and ensuring positive and lasting client relationships.

What you'll bring

• Experience resolving conflict with internal and external stakeholders, utilising negotiation and communication skills.
• Experience maintaining customer service and customer satisfaction in difficult situations.
• Proven ability to problem-solve.
• Knowledge of dealing with contractual matters.
• Clear Communication when conveying information to clients by phone and email, including communication with internal staff that helps all parties understand what is required as part of the Quality process.
• Accounts Receivable experience would be an advantage, but not essential.
• Outlook, Word and Excel – Intermediate knowledge essential.

You are the type of person who

• Can assimilate and apply new job-related information in a timely manner
• Can clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
• Can effectively manage your time and resources to ensure that work is completed efficiently
• Can build customer loyalty – effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty

Why join LEAP?

LEAP is all about impact, growth and ownership. We’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other and driven by the difference we can make together.

LEAPster culture is about prioritising and celebrating the incredible humans behind our market-leading technology. Think performance-driven remuneration incentives, flexible hybrid work, a world-leading Parenting Policy, regular social events, free gym membership and so much more.

We strongly believe that personal development and career progression are at the heart of a healthy, high-performing culture and we’re committed to empowering LEAPsters with resources, ongoing support and more than 20 defined career pathways to explore. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments and even work abroad.