Customer Service Legal Advisor

Customer Service Legal Advisor (Home-Based)

Full-Time

£13.04 per hour

Monday to Friday, 9:00am - 5:00pm

Are you an experienced Customer Service Advisor who thrives in a fast-paced environment and enjoys helping people through difficult situations?

We are recruiting for a compassionate and resilient Customer Service Legal Advisor to join specialist team, supporting customers during some of life’s most challenging moments. This is a fully remote position offering the opportunity to make a meaningful difference while working from the comfort of your home.

About the Role:

This is a high-volume outbound calling role where you will contact customers following a bereavement, providing support, guidance and information regarding the next steps they may need to take.

Working from a daily lead list, you will make outbound calls to customers approximately 24-48 hours after their loss. Conversations are sensitive in nature and require a high level of empathy, professionalism and emotional resilience.

You will be responsible for:

• Making high volumes of outbound calls each day (typically 70-90 dials).
• Providing compassionate support to bereaved customers.
• Explaining products, services and potential entitlements available to customers.
• Guiding customers through practical next steps, including insurance-related matters.
• Asking simple fact-finding questions to identify whether probate may be required.
• Booking probate appointments where appropriate.
• Following GDPR and compliance procedures throughout every interaction.
• Recording accurate customer information and call outcomes.
• Working towards individual call and appointment booking targets.
• Maintaining exceptional quality standards within a regulated environment.

Essential Skills

• Excellent communication and listening skills.
• Strong empathy and emotional intelligence.
• Ability to remain calm and professional during difficult conversations.
• Confidence using multiple systems and technology.
• Strong attention to detail and accuracy.
• Ability to work independently from home.

Highly Desirable

• Insurance claims or bereavement support experience.
• Probate, wills or legal services exposure.
• FCA-regulated environment experience.
• Appointment booking experience.
• Complaints handling or vulnerable customer support experience.

Working Arrangement

• Fully Home-Based
• Monday to Friday
• 9:00am - 5:00pm
• Laptop provided
• One-week training programme

Home Working Requirements

Candidates must have:

• Reliable high-speed broadband/Wi-Fi.
• A private and secure workspace suitable for handling confidential information.
• Access to a laptop, tablet or iPad during the initial week of training.

Apply today to be considered for this immediate opportunity.