Customer Service (Legal)

Customer Advisor (Legal)

Location: Fully Remote (UK)

Pay Rate: £13.05 per hour (PAYE)

Contract: ASAP (subject to successful vetting) until 1st March 2027

Working Hours: Monday to Friday, 9:00am - 5:00pm (37.5 Core working hrs.)

About the Role

We are recruiting for compassionate and resilient Customer Advisors to support individuals and families following a bereavement. This is a high-volume outbound calling role where you will contact customers shortly after they have experienced a loss, providing guidance, explaining available support, and identifying whether probate services may be required.

This is a regulated environment where empathy, professionalism, and compliance are essential. You will follow structured call scripts while adapting your communication style to meet each customer's individual needs.

Key Responsibilities

Make high volumes of outbound calls to customers introduced by partner organisations. Contact customers within agreed service level agreements (SLAs). Offer condolences and provide sensitive, compassionate support. Explain the practical next steps following a bereavement, including guidance around insurance and related matters. Determine whether Probate may be required by asking structured qualifying questions. Identify opportunities to book Probate appointments where appropriate this will include a target of around 11% Follow agreed call structures while tailoring conversations to each customer's circumstances. Recognise when complex cases need to be referred or escalated to specialist teams. Accurately record detailed notes on the case management system. Meet individual and team performance targets including: Outbound call volumes Call quality standards Compliance measures Probate appointments booked Ensure every customer interaction complies with GDPR, Solicitors Regulation Authority (SRA) requirements, and all relevant regulatory standards. Maintain high levels of professionalism, empathy, and customer service throughout every interaction.

Working Environment

Fully home-based role. One-week virtual training completed using your own laptop, tablet, or iPad before company equipment is received. Candidates must have: Strong and reliable broadband/Wi-Fi. A private, secure working environment suitable for handling confidential customer information.

Skills & Experience Required

Essential:

Previous experience within a customer service or contact centre environment. Experience handling inbound and/or outbound calls. Strong communication and active listening skills. Ability to demonstrate empathy whilst maintaining a structured conversation. Comfortable working towards multiple performance targets. Strong attention to detail when updating customer records. Ability to multitask in a fast-paced environment. Excellent organisational skills and the ability to follow regulated processes. Emotionally resilient and able to support customers during sensitive conversations.Desirable:

Experience working within a regulated environment. Knowledge of GDPR compliance. Experience following scripted call structures. Experience within financial services, legal services, insurance, healthcare, or other regulated sectors.

If shortlisted, a recruiter from the team will contact you within 24-48 hours for an initial discussion. The call will come from a Manchester number (either 0161 or +44 161).

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy