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.