Quality Coordinator

• 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

• 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

Core Competencies

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 Handling
• Data Analysis
• Customer Service
• Legal Research
• Process Improvement

ATS Optimization Keywords Hard Skills

• Complaint Management
• Cancellation Management
• Database Maintenance
• Quality Planning
• Contractual Dispute Resolution

Soft Skills

• Verbal Communication
• Written Communication
• Relationship Building
• Conflict Resolution
• Organizational Skills

Industry Keywords

• Customer Churn
• Service Quality Initiatives
• Regulatory Compliance
• Risk Management
• Incident Management

Tools & Technologies

• Word
• Excel
• Outlook