Call Centre Representative

2 weeks ago

Manchester, United Kingdom CO-OP Full time

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 mattersThis 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 domake outbound calls to potential customers (over 10 calls per hour)work towards performance targets relating to number of bookings and number of calls madeaccurately document customer details, updating records on our systemexplain and offer our services to clients in a clear and understandable way, handling each call with empathy and tailoring the conversation to the clients' needscomplete a variety of ad‑hoc tasks to support the teamsend follow‑up information to clients following phone calls when requiredQualificationsexperience within a telephony or a phone‑based customer service role, and experience of working towards performance targetsgreat communication skills, both written and over the phonegood general IT skills; comfortable using multiple systems at onceemotional resilience and the ability to be professional even in difficult situations; you understand the difference between sympathy and empathyflexibility to adapt to change in a fast‑paced environmentSalary & Benefits£24,570 plus excellent benefits (Work level 6C).Full‑time 37.5 hours a week, Monday‑Friday between 9:00am – 5:00pm. Remote.holiday allowance of 28 days (rising to 32 in line with service), plus bank holidaysan annual incentive schemediscounts on Co‑op products and servicesa pension with up to 10% employer contributionsfree support for your mental, physical, and financial wellbeingWagestream – a money management app that gives you access to a percentage of your wage as you earn itAbout the Co‑opAt 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.Building an inclusive work environmentWe’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.For applicants with a disability, we can make reasonable adjustments to our recruitment process according to your needs. #J-18808-Ljbffr

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