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Life at LEAP
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• 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