Call Centre Representative - Legal Services
£24,570 plus excellent benefits (Work level 6C)
Full-time 37.5 hours a week, Monday-Friday between 8:00am - 6:30 pm
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 client's 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:
* a pension with up to 10% employer contributions
* 28 days holiday plus bank holidays (rising to 32 in line with service)
* 30% discount on Co-op products and 10% off other brands
* Stream - early access to a percentage of your pay as you earn it
* Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
* 24/7 colleague support service
* Coaching, training and support such as study leave, to help you develop your skills and progress your career
* Cycle-to-work scheme
A place where 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 and our inclusion commitments at
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 the application process, you'll be asked to complete an online assessment, it will take you around 20 minutes to complete this.