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.
- Other info: Located in Leeds with great transport links and free parking.
- 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.
The predicted salary is between 19200 - 19700 € per year.
Looking for a Customer Support role that fits around life, offers real variety, and gives you the chance to grow your earnings? We’d love to hear from people of all ages and experience levels who can bring energy, and a high standard of customer support.
The salary for this role is £21,500 - £23,000 depending on experience for 30 hours a week 6-hour days, with regular overtime opportunities to increase your earnings.
At BW Legal, we are recruiting for Customer Support Advisors to join our established Customer and Operations Support department. This role is suited to individuals who bring 1-2 years’ proven experience in customer service, administration, or a regulated environment, and who are looking to build a long-term career within a professional services organisation.
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 you’ll be doing
•Managing and responding to customer communications in line with service level agreements
•Processing client requests and maintaining accurate system records
•Setting up and amending payment arrangements
•Recording sensitive customer information, including vulnerability indicators, with care and discretion
•Liaising with clients to raise and resolve queries on behalf of customers
•Supporting operational reporting and continuous process improvement
This is a varied role offering the opportunity to develop expertise across multiple functions as you grow within the team.
Who we’re looking for
We are particularly interested in candidates who:
•Have 1-2 years’ prior experience in customer service, administration, debt collection, or a similar environment
•Are confident handling sensitive or complex customer interactions
•Demonstrate strong attention to detail and organisational skills
•Are comfortable working to KPIs and quality standards
•Bring a professional, resilient, and solution-focused approach
Training and development
Your onboarding will be structured to support experienced hires, combining collaborative learning, practical application, and ongoing coaching. You will quickly build the knowledge and confidence needed to perform effectively, with continued opportunities to develop your skills.
Location – Leeds office
You will be based in our modern Leeds office, conveniently located just off Junction 3 of the M621. We offer free car parking, excellent public transport links, and secure cycle storage. Leeds Train Station is also within a 12-minute walk.
If you’re looking to apply your existing experience in a professional, supportive environment where quality and customer outcomes matter, we’d welcome your application.
What we can offer you:
As a Gold-accredited Investors in People employer and a Platinum-accredited Investors in Wellbeing organisation, we're proud to be a diverse employer where belonging sits at the heart of everything we do. Delivering an outstanding colleague experience where everyone feels 'safe to belong' is a core part of the BW Legal family culture.
We offer ongoing and industry-leading training delivered by experienced colleagues from our in-house Learning and Development team. This covers both technical and professional skills throughout your entire BW Legal career journey, including continued professional development, mentoring and study support.
Hours: 30 hours a week, 6 hours a day, Monday to Friday 10am – 4pm. Various overtime campaigns run throughout the month, so once you are trained you can further increase your earning capability.
Shifts: During your initial induction training, you'll start at 9am until 3pm, but your regular start time will be 10am. You'll also work 1 in 4 Saturdays from 9am-3pm, paid at time and a quarter rate. We also operate some shift allowances for OT outside of this.
Rewarding your commitment and success
At BW Legal, we believe that when life feels balanced, work feels better. That's why we're committed to creating an environment where colleagues feel supported to be their best, both professionally and personally.
Our Balance Within wellbeing strategy takes a holistic approach, offering a comprehensive package of support to help you find what balance looks like for you. From health and personal development to lifestyle support, our benefits package worth over £10,000 (this includes all benefits costings), in your first year will help you thrive at work and beyond.
Benefits include:
30 hour working week
Free offsite parking (saving you up to £9 a day compared to local car parks)
23 days of annual leave, plus bank holidays
In addition, paid leave on your birthday, as well as on Christmas Eve and New Year's Eve when falling on a weekday
Flexible holiday policy: use, buy and sell holiday (within policy limits), 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
Enjoy a Secure Future with our Financial Rewards
Be Here Living Our Values: a monthly and quarterly tax and NI free bonus based on attendance and punctuality, worth up to £828 in your first year, rising to a maximum of £4,194 by your sixth year of employment
Death in service cover: Financial protection worth six times your annual salary
Income protection: receive 75% of your salary for up to two years if you're unable to work (subject to eligibility criteria)
Discounted shopping: access discounts and savings at thousands of UK retailers with My Staff Shop (with the average user saving over £1,000 per year!)
Travel support: Free parking, bus discounts with First and Arriva, and secure cycle storage facilities.
Money4U with Leeds Credit Union: access to preferential savings and loans rates
Contributory pension scheme
British Gas discount: Access to an exclusive money-saving energy tariff for your gas and electricity
Discounted legal services: 10% off personal legal services with Chadwick Lawrence Solicitors, including conveyancing, family law and will writing
Elevate yourself with our Personal Growth Rewards
Learn and Earn: top up your income with up to £720 per year 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, from apprenticeships to specialist degree-level courses
Power Up your wellbeing with our Health Rewards
Free gym membership with our local partner, or discounted membership at over 3,600 gyms nationwide
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
On-Site Physiotherapist: Support for aches, pains and injury prevention, whether you need treatment or proactive care, available at a 10% discount to our colleagues
Health cash back plan: Claim back up to £3,700 on dental, optical, physiotherapy, prescriptions and wellbeing treatments.
Discounted dentistry: Reduced rates on dental plans and 10% off treatments with Leeds Dental Clinic
Employee assistance: 24/7 helpline, including up to 8 free counselling sessions
Wellbeing supported by colleague ambassadors: dedicated champions for wellbeing, learning and development, and menopause, who listen, gather feedback, and guide colleagues to the right support and resources.
Early intervention: support for colleagues who are experiencing health issues to support them staying in or returning to work
Be Connected and Conscious with our Engagement Rewards
Colleague events: From darts and bowling to quizzes and parties, there are plenty of opportunities to connect and unwind together.
Regular charity fundraising for local causes through games, raffles 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 [email protected].
Customer Support Advisor in Leeds employer: BW Legal
At BW Legal, we pride ourselves on fostering a supportive and inclusive work culture that prioritises employee growth and well-being. With a competitive benefits package, including a 30-hour working week, regular pay reviews, and extensive learning opportunities, our Leeds office offers a fantastic environment for those seeking meaningful employment while enjoying a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Advisor in Leeds
✨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 in Leeds
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.
