Call Centre Representative – Legal Services

Call Centre Representative – Legal Services
£25,430 plus excellent benefits (Work level 6C)
Full-time 37.5 hours a week, Monday-Friday between 9:00am – 5.00pm 
Remote

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 matters

This 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 do

•    Make outbound calls to potential customers (over 10 calls per hour)
•    Work towards performance targets relating to number of bookings and number of calls made
•    Accurately document customer details, updating records on our system
•    Explain and offer our services to clients in a clear and understandable way, handling each call with empathy and tailoring the conversation to the clients needs
•    Complete a variety of ad-hoc tasks to support the team
•    Send follow up information to clients following phone calls when required

What you’ll bring

•    Experience within a telephony or a phone-based customer service role, and experience of working towards performance targets 
•    Great communication skills, both written and over the phone
•    Good general IT skills, you’re comfortable using multiple systems at once
•    Emotional resilience and the ability to be professional even in difficult situations; you understand the difference between sympathy and empathy
•    The flexibility to adapt to change in a fast-paced environment

Why Co-op?

At 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, so you’ll also receive:

• Competitive pay including additional shift allowances
• Holidays starting from 30 days per year (including bank holidays)
• 30% off Co-op branded products in our food stores
• A pension with up to 10% employer contributions
• Stream – a money management app that gives you access to a percentage of your pay as you earn it
• Free employee assistance programme with extensive health, financial and wellbeing support
• Access to credit unions for loans and savings, plus rental deposit loans and season ticket loans
• Free eye tests every 2 years
• On-site facilities including a subsidised canteen and free parking

A place you’ll belong

We’re building diverse and inclusive teams that reflect the communities we serve.
We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.

We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.
Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion