Impellam Group
Customer Service Specialist
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Customer Service Legal Advisor (Home-Based)
Full-Time
£13.04 per hour
Monday to Friday, 9:00am - 5:00pm
Are you an experienced Customer Service Advisor who thrives in a fast-paced environment and enjoys helping people through difficult situations?
We are recruiting for a compassionate and resilient Customer Service Legal Advisor to join specialist team, supporting customers during some of life's most challenging moments. This is a fully remote position offering the opportunity to make a meaningful difference while working from the comfort of your home.
About the Role
This is a high-volume outbound calling role where you will contact customers following a bereavement, providing support, guidance and information regarding the next steps they may need to take.
Working from a daily lead list, you will make outbound calls to customers approximately 24-48 hours after their loss. Conversations are sensitive in nature and require a high level of empathy, professionalism and emotional resilience.
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You will be responsible for:
- Making high volumes of outbound calls each day (typically 70-90 dials).
- Providing compassionate support to bereaved customers.
- Explaining products, services and potential entitlements available to customers.
- Guiding customers through practical next steps, including insurance-related matters.
- Asking simple fact-finding questions to identify whether probate may be required.
- Booking probate appointments where appropriate.
- Following GDPR and compliance procedures throughout every interaction.
- Recording accurate customer information and call outcomes.
- Working towards individual call and appointment booking targets.
- Maintaining exceptional quality standards within a regulated environment.
Essential Skills
- Excellent communication and listening skills.
- Strong empathy and emotional intelligence.
- Ability to remain calm and professional during difficult conversations.
- Confidence using multiple systems and technology.
- Strong attention to detail and accuracy.
- Ability to work independently from home.
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Highly Desirable
- Insurance claims or bereavement support experience.
- Probate, wills or legal services exposure.
- FCA-regulated environment experience.
- Appointment booking experience.
- Complaints handling or vulnerable customer support experience.
Working Arrangement
- Fully Home-Based
- Monday to Friday
- 9:00am - 5:00pm
- Laptop provided
- One-week training programme
Home Working Requirements
Candidates must have:
- Reliable high-speed broadband/Wi-Fi.
- A private and secure workspace suitable for handling confidential information.
- Access to a laptop, tablet or iPad during the initial week of training.
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