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For Companies At a Glance
- Tasks: Support customers through webchat and portals, ensuring excellent service and efficient communication.
- Company: Join BW Legal, an award-winning employer focused on your growth and development.
- Benefits: Enjoy a 30-hour work week, regular pay rises, and a fantastic benefits package.
- Why this job: Perfect for those seeking work-life balance and a supportive team culture.
- Qualifications: No experience needed; just a passion for customer service and a willingness to learn.
- Other info: Located in Leeds with great transport links and free parking.
The predicted salary is between 19200 - 19700 £ per year.
Do you take pride in delivering excellent customer service and administration? Are you looking for a 30-hour working week?
When you join BW Legal as a Customer Support Advisor you\’ll start on an annual salary of £19,200, and on successfully passing your probation at 6 months, your salary will rise to £19,700. From there, you’ll enjoy regular 6 monthly pay reviews with a potential increase of £500 each time if you are meeting our performance criteria.
We welcome applications from those with previous experience or simply a passion for delivering great customer service, as this is an entry-level role.
However, if you do have previous experience in customer service, administration, debt collections, or a similar role, we’d love to hear from you – and depending on your experience, we may be able to reflect this in the starting salary we offer.
So, whether you are:
•Looking for your first role in an office environment,
•An experienced administrator looking for a new challenge,
•Currently working unsociable hours in hospitality or retail,
•Or simply want to expand into a new sector with excellent work life balance and a competitive benefits package, this could be a brilliant opportunity for you.
About the role
Our Customer and Operations Support department has a number of teams each with dedicated team manager support. The Customer Support Advisor’s role is to support communication with our client’s customers via our portals, webchat or post, along with processing requests from our clients and reviewing operational reports.
Accuracy and efficiency are essential in this role as we work to clear KPIs when responding to our customer communications. As part of the role, you could be setting up or amending a payment plan, adding some vulnerability data regarding a customer, or inputting a client’s response to the system. All tasks require clear, professional, and efficient communication with the highest standard of customer service.
You will also engage with our clients, raising queries to them on behalf of customers, as well as reviewing and supporting department operational reports and processes. The role is varied as you learn new tasks throughout your time with us.
What sets us apart?
As Investors in People \’Employer of the Year\’ 2024 (Gold), we value your growth and development. Our accredited and award-winning L&D training supports you at every stage of your career with us. We offer job stability and room for professional growth. And let\’s not forget our incredible package of financial rewards and benefits!
Training
We understand that everyone learns differently, so we put a range of tools in place to enable your success. Leaning your role will be done via group learning, side-by-side time with experienced colleagues, as well as classroom-based sessions with regular check-ins.
When you\’re ready to join your team, you will be confident and ready to continue learning and thrive in your new role.
Our Leeds office
You\’ll be based at our modern office in Leeds, conveniently located just off Junction 3 of the M621. For those driving, we offer free on-site parking, making commuting by car hassle-free. We\’re also well connected by public transport, with major bus routes including the 2, 3, 24, 116, 200, 201, 202, 203, and X10 stopping right outside the office. Leeds Train Station is just a 10-minute walk away, and for those who prefer to cycle, we provide secure cycle storage.
What we can offer you:
•A starting salary of £19,200 per year (negotiable for those with relevant experience)
•Regular £500 pay rises every 6 months based on performance
•You will benefit from a 30-hour working week / 6-hour days as standard, offering a fantastic work-life balance
•Increase your earning with our generous overtime scheme following a successful mid review at 3 months of service.
•Following your mid review, you join our tax paid ‘Be Here’ reward scheme, with rewards that increase quarter on quarter and year on year. To begin with, you can earn a monthly bonus of £15 in Reward Beans. This increases quarterly and yearly for unbroken chains, up to a maximum of £250 per month (Level 5) with additional Reward Beans for exceptional quarters.
•Top up your income and earn up to £60 a month more in Reward Beans to spend through our \’Learn and Earn\’ initiative, rewarding you for developing your skills in your own time
•Access to a health cashback plan worth over £3,000, covering dental, optical, physiotherapy and more, following success at your mid review.
•A supportive, welcoming team culture where you\’ll be valued and genuinely looked after.
Your working week:
•30 hours per week
•Monday to Friday
•Shifts of either 9am–3pm or 10am–4pm (your shift will be agreed at offer stage)
•Opportunities for overtime during the week, paid at your standard hourly rate
•Opportunities for Saturday overtime, paid a rate of time and a quarter
Rewarding your commitment and success
Our people are at the heart of our business, which is why Your BW Rewards offers a comprehensive benefits package designed to support your overall well-being. These benefits include:
Lifestyle Rewards
•30 hour working week
•Free offsite parking
•22 days of annual leave + bank holidays, as well as paid leave on your birthday and additional paid leave on Christmas Eve and New Year\’s Eve when falling on a weekday
•Flexible holiday policy: use, buy and sell up to 5 days’ worth of holiday, dependent on length of service, as well as enjoy flexibility as some holiday allowance can used by the hour
•Extra holiday for length of service: 1 extra day earned following your 2nd, 3rd and 4th year of service
•Enhanced maternity, paternity and adoption pay
•Business-casual dress code
Financial Rewards
•Be Here at BW: a monthly and quarterly bonus based on attendance and punctuality
•Death in service benefit: 6 times annual salary
•Income protection: receive 75% of your salary for up to two years if you\’re unable to work (subject to eligibility criteria)
•My Staff Shop: access a range of discounts and savings at UK retailers
•Travel support: free parking, bus discounts and cycling facilities
•Leeds Credit Union: access to preferential rates
•Contributory pension scheme
Personal Growth Rewards
•Learn and Earn: top up your income by investing in your personal and professional development outside of working hours
•Learning and Development allowance: paid time to learn during working hours
•Professional qualifications: financial and study support
Health Rewards
•Free gym membership
•On Site GP: access to a specialist prescribing GP who comes on-site fortnightly
•Virtual GP: access to virtual 24/7 prescribing GP for you and your family
•Physiotherapist: access to a specialist physiotherapist who comes on site monthly
•Health cash back plan: over £3,000 to manage your well-being, including dental, optical and physiotherapy, helping you to be healthy and at your best
•Employee assistance programme: 24/7 helpline, including up to 8 free counselling sessions
•Early intervention: support for colleagues who are experiencing health issues to support them staying in or returning to work
Engagement Rewards
•BW colleague events: parties, darts, bowling, axe throwing and laser quest, to name just a few!
•Regular charity fundraising including fun games, street food, raffles, auctions and more
BW Legal is dedicated to helping you reach your full potential and thrive in our welcoming and exciting culture. Join us and be part of our success! As a proud Disability Confident employer, we are committed to equal opportunities for all. If you require any reasonable adjustments during the recruitment process, please let us know at recruitment@bwlegal.co.uk.
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Customer Support Advisor employer: BW Legal
Contact Detail:
BW Legal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Advisor
✨Tip Number 1
Familiarise yourself with BW Legal's values and customer service philosophy. Understanding what they prioritise in customer interactions will help you align your responses during interviews and demonstrate that you're a good fit for their team.
✨Tip Number 2
Prepare to discuss specific examples of how you've delivered excellent customer service in the past. Whether it's resolving a complaint or going above and beyond for a customer, having these stories ready will showcase your experience and passion for the role.
✨Tip Number 3
Research common customer support scenarios and practice your responses. Being able to articulate how you would handle various situations, such as setting up payment plans or addressing customer queries, will show your readiness for the role.
✨Tip Number 4
Engage with current employees on platforms like LinkedIn to gain insights into the company culture and expectations. This can provide you with valuable information that you can use to tailor your approach during the interview process.
We think you need these skills to ace Customer Support Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service or administration. Use keywords from the job description to demonstrate that you understand the role and its requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for delivering excellent customer service. Mention specific examples of how you've provided great service in the past, and explain why you're excited about this opportunity at BW Legal.
Highlight Key Skills: Emphasise skills that are crucial for the Customer Support Advisor role, such as communication, accuracy, and efficiency. Provide examples of how you've used these skills in previous roles or experiences.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are essential in customer support.
How to prepare for a job interview at BW Legal
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering excellent customer service. Share any relevant experiences, even if they are from different sectors, to demonstrate your commitment to helping customers and resolving their issues.
✨Prepare for Common Scenarios
Think about common customer service scenarios you might face in the role. Be ready to discuss how you would handle difficult customers or resolve complaints effectively, showcasing your problem-solving skills.
✨Highlight Your Communication Skills
Since clear and professional communication is key in this role, be prepared to provide examples of how you've successfully communicated with customers or colleagues in the past. This will show that you can maintain high standards in customer interactions.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the company and the role. Inquire about the training process, team dynamics, or opportunities for growth within the company to demonstrate your eagerness to learn and develop.
