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Customer Service Adviser

4 months ago

Birmingham, United Kingdom SRA Full time
Contract Type Permanent Working Pattern Part time Working Hours 21 - 35 hours Salary £21, - pro rata dependent on hours Location Options Hybrid - home based and Birmingham Function Type Contact Centre

Are you passionate about providing excellent customer service?
Can you adapt your communication style to different customers and their needs?
Do you thrive in a fast-paced, telephony-based role?

If so, we are recruiting for Customer Services Advisers to join our award-winning Contact Centre. We have several permanent vacancies. Roles are hybrid, working 1-2 days in the office in Birmingham.

The start date for the role will be Monday 19 August 2024 followed by two weeks of full-time working hours for training purposes. Please only apply if you can commit to these dates. This will be a requirement of an offer and is non-negotiable.

What we offer

Supportive training team with a defined training and progression pathway for the first 12 months. The autonomy to provide empathetic customer service to suit your customer. We do not use scripts. Future opportunities to develop into other roles across the business. 

The role and what to expect

Consumers of legal services Aspiring solicitors Law professionals Providing guidance when they have concerns about a solicitor or law firm Checking an individual or law firms record with us Helping them locate files from a closed firm Providing guidance on the different routes to qualifying as a solicitor Practical support with applications and the customer portal Providing guidance on the Solicitors Qualifying Examination (SQE) Practical support with applications and the customer portal Providing guidance on a variety of processes such as setting up/closing a law firm and Anti-money laundering 

Our ‘Being a Customer Services Adviser’’ document attached at the bottom of the advert gives you an insight into the role and the team. During our busiest periods, you can expect to take up to 40 inbound calls per day, as well as making occasional outbound calls and responding to emails and letters in between calls. You will get to work with a variety of other colleagues across the business to assist our customers and answer their queries.

You do not need to have any previous Contact Centre experience, or a background in law to apply. We want colleagues who are motivated, innovative, and passionate for excellent customer service. If that sounds like you, then we would love for you to apply. 

Part time work hours are 21-35 hours per week and team members typically work during our core telephone opening hours of 08:00 – 17:00 with a one-hour lunch break. If you have preference for a specific shift pattern to balance your personal and professional life, we are happy to discuss options.

What we are looking for 

Experience of working in a customer service environment. Ability to communicate with a range of customers, and tailoring your approach to their needs. Passionate about customer service, demonstrating empathy and always seeking ways to improve the customer experience. Thrive in a pressured and fast-paced environment. Able to navigate through multiple IT systems, whilst maintaining accurate information.

Useful information

Working from home will require a strong Wi-Fi/Broadband connection. We are a disability confident employer and welcome applications from candidates who may need reasonable adjustments. Previous unsuccessful applicants to the Customer Service Adviser role in the past 6 months, will not be considered and should not re-apply. We may choose to close this vacancy at an earlier date. If you are interested, we encourage you to apply as soon as possible. Interviews will take place Tuesday 9, Wednesday 10 and Thursday 11 July 2024. We will agree your part-time working hours at point of offer. Please note that as part of offer acceptance, you will commit to full time working hours for the first two weeks from the start date. This enables us to provide you with a full training package during this period. If you want to discuss any of the information given above, please contact us via Take a look at our staff videos to see the CEO, what our offices look like and what it is that makes people proud to work here.