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Call Centre Representative
2 weeks ago
Call Centre Representative - Legal Services £24,570 plus excellent benefits (Work level 6C) Full-time 37.5 hours a week, Monday-Friday between 9:00am - 5.00pm Remote We're looking for call centre representatives to join our Co‑op Legal Services team. In this role, you'll make outbound calls to our partner's customers to offer support and assistance on legal and financial matters. Our customer base will have recently been bereaved and facing a difficult time in their lives, so we'll look to you to handle each call with empathy and provide excellent customer service. You don't need any legal experience to get started as we'll give you all the training you need, and we have clear progression opportunities within the team, providing a great opportunity to build your skills and take the next step in your career. Why this role matters This role plays a vital part in helping our customers through one of the most difficult times in their lives. By offering clear guidance, you'll be helping customers feel supported and informed, being there for them when they need us most. What you'll do: make outbound calls to potential customers (over 10 calls per hour) work towards performance targets relating to number of bookings and number of calls made accurately document customer details, updating records on our system explain and offer our services to clients in a clear and understandable way, handling each call with empathy and tailoring the conversation to the clients needs complete a variety of ad‑hoc tasks to support the team send follow up information to clients following phone calls when required This role would suit people who have: experience within a telephony or a phone‑based customer service role, and experience of working towards performance targets great communication skills, both written and over the phone good general IT skills, you're comfortable using multiple systems at once emotional resilience and the ability to be professional even in difficult situations; you understand the difference between sympathy and empathy the flexibility to adapt to change in a fast‑paced environment Why Co‑op? At Co‑op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive: holiday allowance of 28 days (rising to 32 in line with service), plus bank holidays an annual incentive scheme discounts on Co‑op products and services a pension with up to 10% employer contributions free support for your mental, physical, and financial wellbeing Wagestream – a money management app that gives you access to a percentage of your wage as you earn it Building an inclusive work environment We’re actively building diverse teams and we welcome applications from everyone. We want to build inclusive work environments, where our colleagues have equal opportunities to reach their full potential. We celebrate our differences, and recognise the importance of our teams reflecting the communities they serve. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We’re also part of the Disability Confident scheme, meaning we’ll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job. We’ll ask whether you’d like to be considered under the Disability Confident scheme when you apply. If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate. You can find out more about our recruitment process at jobs.coop.co.uk/apply-process. You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing. As part of your application, you are required to complete an online assessment. This assessment typically takes up to 50 minutes. If you're a current Co‑op colleague, this does not need to be completed. As part of your application, we will perform background checks as part of our pre‑employment screening process. These will include an SRA check, credit checks, and a DBS (disclosure and barring service) check. Please note Co‑op does not offer visa sponsorship for this role. #J-18808-Ljbffr
