Senior Customer Support Advisor

**Senior Customer Support Advisor**
£23,500 - £26,000 plus excellent benefits including 10% pension contribution, 28 days holiday (plus bank holidays), discounts on Co-op products and services (Work level 6B)
Full-time 37.5 hours a week, Monday-Friday between 9:00am - 5.00pm
Remote

We’re looking for a senior customer support advisor to join our probate team at Co-op Legal Services.

In this role, you’ll work closely with the other senior advisor to assist the team manager in maximising team performance. We’ll look to you to role model behaviour in everything you do, from assisting with customer calls to using performance tools and data to coach and enhance our support advisor’s performance. Our customer base will have recently been bereaved and facing a difficult time in their lives, so you’ll need to show empathy whilst providing excellent service to our customers at time when they need it most. You don’t need to have any legal experience for this role, so it’s a fantastic chance to develop your career whilst making a real difference to our customers, colleagues, and communities.

**What you’ll do**:

- build and maintain in-depth knowledge on our support services, processes, and partners
- build and maintain trusted relationships within the team and across other departments
- assist with training, coaching and development of the team
- assist the team manager with quality and performance management by listening to calls, and providing constructive feedback
- assist with making outbound calls or taking inbound calls as and when required, whilst achieving your own performance measures
- build and maintain a good working relationship with the other senior advisor in the team to role model behaviour to the support advisors

**This role would suit people who has**:

- previous experience of working in an advisory role and working towards performance targets
- the ability to coach and train others to contribute to team achievements
- excellent communication skills, with the ability to empathise with both customers and colleagues
- the ability to work collaboratively and build positive relationships across the business
- emotional resilience and the ability to be professional even in difficult situations
- flexibility to adapt to changes in a fast-paced environment and to encourage a positive attitude towards change

**Why Co-op?**

Here you’ll do work that matters. Co-op is an organisation with a purpose beyond profit, and by contributing to our success you’ll help us to realise our vision of co-operating for a fairer world. You’ll also get a package that includes:

- a competitive salary
- 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'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.

Please be aware that Co-op does not offer visa sponsorship for this role.