Call Centre Representative

Customer Support Advisor - Legal Services
£23,809 plus excellent benefits including 10% pension contribution, 28 days holiday (plus bank holidays), discounts on Co-op products and services (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, providing excellent customer service to our customers at time when they need it most.

You don't need any legal experience for this role as full training will be provided. This is an exciting opportunity to develop your skills within a supportive team, whilst making a real difference to our customers lives and the way we do business.

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

This role would suit people who have:

* 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?

As a Co-op colleague you'll do work that matters in an organisation where principles are just as important as profits. You'll also get a package that includes:
* a competitive salary
* holiday allowance of 28 days (rising to 32 in line with service), plus bank holidays
* an annual incentive scheme
* discounts on Co-op products and services
* a pension with up to 10% employer contributions
* free support for your mental, physical, and financial wellbeing
* Wagestream - a money management app that gives you access to a percentage of your wage as you earn it

Building an inclusive work environment

We're actively building diverse teams and we welcome applications from everyone. We want to build inclusive work environments, where our colleagues have equal opportunities to reach their full potential. We celebrate our differences, and recognise the importance of our teams reflecting the communities they serve.

If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs.
We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.

We'll ask whether you'd like to be considered under the Disability Confident scheme when you apply.

If we invite you to take part in the recruitment process for any of our jobs, we'll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process.

You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing.

If you're successful in your application, we'll perform some background checks as part of our pre-employment screening process. These will include an SRA check, credit checks, and a DBS (disclosure and barring service) check. Please note Co-op does not offer visa sponsorship for this role.

As part of your application, you'll need to complete an online assessment. This assessment typically takes between 45-60 minutes. If you're a current Co-op colleague, this does not need to be completed.