Customer Service (Legal)
Contract 5months
Work mode: Remote
Rate: £12.71 per hour PAYE

Key Responsibilities

1. Make outbound calls to clients following bereavement and provide guidance on the next steps.
2. Conduct structured conversations to assess whether Probate services may be required.
3. Deliver compassionate and empathetic customer service while maintaining professionalism.
4. Follow agreed call scripts and partner-specific requirements to ensure compliance.
5. Accurately record customer information and detailed case notes on internal systems.
6. Meet individual and team performance targets, including call volumes and appointments booked.
7. Identify complex cases and refer or escalate them to appropriate specialists when required.
8. Ensure all customer interactions comply with GDPR, SRA regulations, and internal policies.
9. Build rapport and trust with clients through active listening and effective communication.
10. Support continuous improvement by embracing process changes and sharing ideas for service enhancements.

Key Skills & Experience

1. Excellent verbal communication and interpersonal skills.
2. Strong active listening skills with the ability to demonstrate empathy and compassion.
3. Previous experience in a customer service or call centre environment.
4. Ability to work effectively in a target-driven and fast-paced setting.
5. Strong attention to detail and accuracy when updating customer records.
6. Ability to handle sensitive and emotional conversations professionally.
7. Good understanding of compliance requirements and regulated working environments.
8. Strong organisational and multitasking abilities.
9. Proficiency in using CRM systems, case management software, and Microsoft Office applications.
10. Ability to adapt communication style to meet the needs of different customers and situations.

Guidant, Carbon60, Lorien & SRG – The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.