At a Glance
- Tasks: Evaluate calls to ensure top-notch customer service and support team development.
- Company: Join BW Legal, a Gold-accredited Investors in People employer with a vibrant culture.
- Benefits: Enjoy a £24,000 salary, flexible hours, and a benefits package worth over £10,000.
- Other info: Be part of a supportive team with excellent training and career progression opportunities.
- Why this job: Make a real impact on customer service excellence while growing your career.
- Qualifications: Experience in Call Quality is preferred; strong communication skills are essential.
The predicted salary is between 25200 - 30800 £ per year.
Are you an experienced Call Quality professional who enjoys spotting what excellent customer service looks like and helping teams get even better? If you are looking for a role where your insight is valued, your work makes a visible difference, and your development is supported, then this could be a great opportunity for you to join BW Legal.
In this role, you’ll work within our Compliance Department, reviewing agent calls against our internal scorecard and helping us maintain consistently high standards. Your evaluations will highlight great practice, identify improvement areas and support fair, knowledgeable, outcome-focused conversations with customers.
You’ll also contribute to calibration within the Call Quality Department, sharing trends and insight that help support and nurture talent across our Contact Centre. We use speech analytics to score 100% of calls, and your role will bring the human insight that helps turn data into meaningful assurance and continuous improvement as we strive for customer service excellence on every call.
This is a 30-hour-per-week, office-based role, working Monday to Friday. The available working hours are either 8:30am to 2:30pm, 9:00am to 3:00pm, or 10:00am to 4:00pm. The starting salary is up to £24,000, depending on experience. We have a transparent pay banding structure for future progression. For candidates with extensive Call Quality experience, we may consider salaries outside the advertised banding. There is also the opportunity to top up your earnings through agreed optional overtime.
What you’ll be doing:
- Scoring calls against our internal quality framework and capturing clear, accurate insights
- Working to weekly individual and Department targets while maintaining accuracy and consistency
- Identifying trends and sharing evaluation outcomes with our Contact Centre management team
- Contributing to calibration activity and sharing observations that support coaching, development and continuous improvement across the Contact Centre
- Supporting the wider Compliance team with Quality Checks, Root Cause Analysis, Subject Access Requests and Complaint response reviews as your knowledge grows
What we’re looking for:
- At least 12 months’ experience in a Call Quality role would be ideal, although we welcome applicants with different levels of relevant experience
- Strong verbal and written communication skills, with the ability to explain observations clearly and constructively within a calibration environment
- A positive, organised approach and the ability to work well in a fast-paced environment
- Good working knowledge of Microsoft Office products
It would also be great if you have:
- Experience using speech analytics software
- Knowledge of SRA and FCA regulatory expectations
- An understanding of Treating Customers Fairly principles
If you bring the right attention to detail, curiosity and commitment to fair customer outcomes, we’ll support you to build your knowledge and succeed the BW Way.
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.
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
- 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].
Call Quality Analyst - Compliance in Leeds employer: BW Legal
BW Legal is an exceptional employer that prioritises employee wellbeing and professional growth within a dynamic litigation team in Leeds. With a strong focus on client satisfaction, the firm offers in-house training and clear progression pathways, ensuring that you can thrive in your career while enjoying a supportive work culture that values balance and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Call Quality Analyst - Compliance in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BW Legal. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BW Legal before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Quality Analyst - Compliance in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BW Legal:Your cover letter is your chance to shine! Tell us why you want to work at BW Legal specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BW Legal!
How to prepare for a job interview at BW Legal
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
