Customer Service Adviser – Full time 35 hours

We are recruiting Customer Service Advisers for our award‑winning Contact Centre. The role is permanent, 35 hours per week, hybrid with 1–2 days in the office in Birmingham.

The role and what to expect

You will join a supportive team that values service excellence and continuous learning. You will work 35 hours per week (Monday to Friday) with core telephone opening hours 08:00 – 17:00 and a one‑hour lunch break. The role involves handling up to 40 inbound calls per day and occasional outbound calls, as well as responding to emails and letters in between calls. You will work with colleagues across the business to assist customers and answer their queries.

Customer groups

Customers include:

• Consumers of legal services – guidance when they have concerns about a solicitor or law firm, checking records, locating files from a closed firm.
• Aspiring solicitors – guidance on routes to qualifying, practical support with applications, guidance on the Solicitors Qualifying Examination (SQE).
• Law professionals – practical support with applications and portal, guidance on a variety of processes and applications.

What we offer to you

• Supportive training with a defined progression pathway.
• Personal accountability to deliver excellent, empathetic customer service – no telephone script.
• Opportunities to work with other business areas, expanding your knowledge of the SRA.
• Additional 3 % of annual basic salary for chosen benefits.
• 25 days annual leave, plus bank holidays and buy/sell/save holiday trading scheme.
• £25 contribution to a monthly health and wellbeing portal offering a wide range of products and experiences.
• Employee discount vouchers for savings on High Street brands, travel and supermarkets.
• Competitive pension contribution: 1½–2 × your contribution up to 12.25 % (maximum 19.25 % combined).
• Life assurance cover of 4 × basic salary.

What we are looking for

• Experience in a customer service environment.
• Ability to communicate with a range of customers and tailor your approach.
• Passion for customer service, empathy, and continual improvement of the experience.
• Ability to thrive in a pressured, fast‑paced environment.
• Proficiency in navigating multiple IT systems while maintaining accurate information.

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