Customer Service Adviser - Hybrid working - 35 hours per week

Contract Type   Permanent Working Pattern   Full time - flexible working may be considered Working Hours   35 Salary   £22,932.00 Location Options   Hybrid - home based and Birmingham Function Type   Contact Centre  

Are you passionate about providing excellent customer service?
Can you adapt your communication style to different customers and their needs?
Do you thrive in a fast-paced, telephony-based role?

If so, we are recruiting for Customer Services Advisers to join our award-winning Contact Centre. We have several permanent vacancies. Roles are hybrid, working 1-2 days in the office in Birmingham.

The start date for the role will be Monday 24 February 2025 followed by two weeks of full time working for training purposes. Please only apply if you can commit to these dates. This will be a requirement of an offer and is non-negotiable.

What we offer

• Supportive training team with a defined training and progression pathway for the first 12 months.
• The autonomy to provide empathetic customer service to suit your customer. We do not use scripts.
• Future opportunities to develop into other roles across the business. 

The role and what to expect

Consumers of legal services            Aspiring solicitors          Law professionals

• Providing guidance when they have concerns about a solicitor or law firm
• Checking an individual or law firms record with us
• Helping them locate files from a closed firm

• Providing guidance on the different routes to qualifying as a solicitor
• Practical support with applications and the customer portal
• Providing guidance on the Solicitors Qualifying Examination (SQE)

• Practical support with applications and the customer portal
• Providing guidance on a variety of processes such as setting up/closing a law firm and Anti-money laundering 

Our ‘Being a Customer Services Adviser’’ document attached at the bottom of the advert gives you an insight into the role and the team. During our busiest periods, you can expect to take up to 40 inbound calls per day, as well as making occasional outbound calls and responding to emails and letters in between calls. You will get to work with a variety of other colleagues across the business to assist our customers and answer their queries.

You do not need to have any previous Contact Centre experience, or a background in law to apply. We want colleagues who are motivated, innovative, and passionate for excellent customer service. If that sounds like you, then we would love for you to apply. 

Full time work hours are 35 hours per week and team members typically work during our core telephone opening hours of 08:00 – 17:00 with a one-hour lunch break. If you have preference for a specific shift pattern to balance your personal and professional life, we are happy to discuss options.

What we are looking for 

• Experience of working in a customer service environment.
• Ability to communicate with a range of customers and tailoring your approach to their needs.
• Passionate about customer service, demonstrating empathy and always seeking ways to improve the customer experience.
• Thrive in a pressured and fast-paced environment.
• Able to navigate through multiple IT systems, whilst maintaining accurate information.

Useful information

• Working from home will require a strong Wi-Fi/Broadband connection.
• Previous unsuccessful applicants to the Customer Service Adviser role in the past 6 months, will not be considered and should not re-apply.
• We may choose to close this vacancy at an earlier date. If you are interested, we encourage you to apply as soon as possible.
• Shortlisted candidates will be invited to a one-hour MS Teams call, consisting of a competency-based interview and a telephone assessment. You will also complete a written assessment after the MS Teams call. You should allow 1 hour 30 minutes for the entire process.
• Interviews will take place Wednesday 15, Thursday 16 and Friday 17 January 2025.
• If you want to discuss any of the information given above, please contact us via recruitment@sra.org.uk
• Take a look at our staff videos to see what our offices look like and what it is that makes people proud to work at SRA.

How to apply
To apply for this role, click the apply button at the bottom of the page. 

You should upload a CV and cover letter clearly highlighting how you meet the requirements detailed in the ‘what we are looking for’ section of the advert and why you want the role. 

To find out more about the recruitment and selection process and how to make the most of your application, please visit our jobs pages 

The closing date for applications is 23:55 on Wednesday 8 January 2025.

The SRA is the independent regulator of solicitors and law firms in England and Wales, protecting consumers and supporting the rule of law and the administration of justice. We do this by overseeing all education and training requirements necessary to practise as a solicitor, licensing individuals and firms to practise, setting the standards of the profession and regulating and enforcing compliance against these standards. We offer an inclusive, supportive and friendly working environment and the chance to develop your career within a professional organisation. We are committed to the health and wellbeing of staff, helping everyone to strike a good balance between personal and professional life.

Additionally, we provide a generous flexible benefits package, including gym membership with a tax only cost, an excellent defined contribution pension scheme and an additional 3% of annual basic salary upon successful completion of probation. Attached Role Profile   Customer Services Adviser Level 1 Role profile.docx – 531KB Opens in a new window
Converted File Customer Services Adviser Level 1 Role profile.docx.pdf – 61KB Opens in a new window Supporting Documents   Being a Customer Service Adviser.docx – 43KB Opens in a new window
Converted File Being a Customer Service Adviser.docx.pdf – 55KB Opens in a new window Vacancy closing date: 08/01/2025, 23:55

The Solicitors Regulation Authority is an Equal Opportunities Employer.

Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff.

Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio economic background.

 We are a Stonewall Top 100 Employer, a member of ENEI, a disability confident employer and we are happy to talk flexible working.

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