Role: Helpline Advisor Office Base: Wigan Investment Centre, Wigan WN3 5BA - This role will be full time office based. Hours: 35 hours per week, Monday to Friday 9am to 5pm Are you passionate about delivering excellent customer service? Do you thrive in a fast-paced environment where every call matters? Would you like to work for a Sunday Times Best Place to Work law firm that values your development and career progression? If yes, then we have the perfect opportunity for you! The Role As a Helpline Advisor, you will be responsible for handling new legal helpline enquiries via third-party organisations such as insurance companies and trade unions. You’ll provide basic legal advice over the telephone, identify next steps, and ensure all details are accurately recorded on our case management system. Key Responsibilities: Provide general legal and signposting advice on various legal enquiries over the telephone Determine insurance cover by checking policy wording and arranging claim forms where appropriate Handle and prioritise a high volume of inbound and outbound calls and emails Deliver exceptional customer service on every interaction Promote the Stephensons brand and maintain professionalism at all times Manage your own workload effectively Maintain accurate internal records on case management systems Comply with Client Care and Complaints Procedures to minimise risk and adhere to Law Society rules About You: We’re looking for someone who is: Highly motivated and customer-focused Professional, confident, and approachable Able to work under pressure and manage frequent interruptions Adaptable and flexible with excellent listening skills Essential Requirements: Minimum 5 GCSEs (Grade C or above) including Maths and English (or equivalent) Strong customer service background Excellent telephone manner and interpersonal skills Ability to work as part of a team and independently Desirable: Telephone customer service experience Insurance or professional services background Good IT and keyboard skills We also look for individuals who embody our brand values: approachable, flexible, inclusive, resilient, and supportive. Why Stephensons? Stephensons is an award winning, top 150 law firm who has been accredited as a Sunday Time Best Place to Work 2025, with a strong commitment to the future growth and development of the business. With an ambitious mind set, yet approachable and down to earth attitude, Stephensons provides an exciting place for long term career development and progression. Whilst we do look for highly motivated and driven individuals, we also have a strong commitment to work life balance and flexibility. Why not click here to see why you should come and work for us. What else can we offer? Click here to view details of our benefits package Well-being package inc (financial, physical, mental and dietary heath support) Free parking Salary sacrifice pension scheme Life Assurance Competitive salary and holiday entitlement Holiday sale & purchase scheme Season ticket & travel support Payroll giving scheme Social events & clubs Internal referral scheme Retail vouchers/cashback schemes Free eye tests Cycle to work scheme