At a Glance
- Tasks: Assist clients with legal enquiries and provide top-notch customer service.
- Company: Join an award-winning law firm known for its supportive culture.
- Benefits: Enjoy generous leave, hybrid working, and a well-being package.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real difference by helping people access legal support.
- Qualifications: GCSEs in English and Maths, plus customer service experience.
The predicted salary is between 28000 - 28000 £ per year.
Helpline Advisor
Reports to
Department Manager
Office base
Wigan, WN3 5BA – You need to be able to comfortably commute to this location several times a week.
Hours
35 hours per week, Monday to Friday, 10am to 6pm.
- Are you passionate about delivering excellent customer service and helping people when they need support most?
- Do you enjoy speaking with people, solving problems, and working in a fast-paced environment where no two days are the same?
- If you're looking for a rewarding role where you'll be the first point of contact for individuals seeking legal assistance, we'd love to hear from you.
The Role
As a Helpline Advisor at Stephensons, you'll be responsible for handling new legal enquiries received through a range of third-party organisations, including insurance companies and trade unions.
You'll be the first point of contact for clients seeking guidance, providing general legal and signposting advice over the telephone, identifying available options, and delivering a high standard of customer service throughout the enquiry process.
This is an exciting opportunity to join a supportive team where you can develop your communication, problem-solving and client care skills while helping individuals access legal support when they need it most.
Working in a busy and rewarding environment, you'll manage a high volume of enquiries, maintain accurate records, and play an important role in promoting the Stephensons brand and reputation for exceptional client service.
- What You'll Be Doing
- Handling inbound and outbound telephone calls and emails relating to legal enquiries.
- Providing general legal and signposting advice across a variety of legal matters.
- Delivering a high standard of customer service on every interaction.
- Identifying available options and next steps for individuals seeking legal assistance.
- Checking policy wording where appropriate to determine whether insurance cover may be available.
- Arranging for claim forms to be completed when required.
- Managing and prioritising a high volume of enquiries effectively.
- Maintaining accurate records on the case management system.
- Ensuring compliance with Client Care and Complaints Procedures.
- Building positive relationships with clients, colleagues and third-party organisations.
- Promoting the Stephensons brand through professional and helpful client interactions.
- Managing your workload effectively and meeting agreed service standards.
About You
We welcome applicants with a wide range of strengths, thinking styles and lived experiences.
We're happy to discuss any workplace adjustments or support that would help you perform at your best, including communication preferences, assistive tools, or environmental changes.
We're looking for someone who can
- Deliver an outstanding customer experience with confidence and professionalism.
- Remain calm and composed when dealing with high volumes of enquiries.
- Communicate clearly and effectively over the telephone and by email.
- Build strong relationships with clients and colleagues.
- Manage competing priorities and work effectively in a fast-paced environment.
- Work independently whilst contributing positively to a team.
- Handle sensitive and confidential information with discretion.
- Demonstrate excellent organisational and time management skills.
- Take a proactive approach to problem-solving and client support.
- Represent Stephensons in a professional, approachable and positive manner.
Essential
You will need
- A minimum of 5 GCSEs (or equivalent) at Grade C/4 or above, including English and Maths (relevant work experience will also be considered).
- Previous customer service experience.
- Excellent telephone manner and customer care skills.
- Excellent interpersonal and communication skills.
- A professional, confident and approachable manner.
- Strong listening skills and attention to detail.
- The ability to maintain confidentiality at all times.
Desirable
It's helpful, but not essential, if you also have
- Previous telephone-based customer service experience.
- Experience working within insurance, legal or professional services environments.
- Good keyboard and IT skills.
- Experience using case management or CRM systems.
- Knowledge of legal services or legal enquiry handling.
We also look for individuals who embody our brand values
approachable, flexible, inclusive, resilient and supportive.
Our Values
At Stephensons, we're proud to be approachable, flexible, inclusive, resilient and supportive.
We want people who not only bring strong skills and experience but who also share our commitment to making a positive impact for the clients and communities we serve.
Why Stephensons?
Stephensons is an award-winning, top 150 law firm committed to growth, innovation, and employee wellbeing.
We are ambitious yet down-to-earth, offering a friendly workplace where your career can truly thrive.
Discover more about what it’s like to work for us
Here – and hear from our Managing Partner, Sean Joyce, about our culture and values here .
What We Offer
Click here to view further details of our benefits package.
- Generous annual leave (increasing with service)
- Salary sacrifice pension scheme
- Early monthly pay scheme
- Life assurance
- Hybrid working
- Holiday sale & purchase scheme*
- Well‑being package (financial, physical & mental health support)
- Free parking
- Enhanced maternity & paternity pay*
- Will writing service*
- Season ticket & travel support
- Payroll giving scheme
- Social events & clubs
- Reward & recognition schemes
- Internal referral scheme
- Retail vouchers/cashback schemes
- Free eye tests
- Cycle to work scheme
- *Service‑length conditions apply.
- #J-18808-Ljbffr
Helpline Advisor in Wigan employer: Civil-Liberties
Stephensons is an excellent employer for Commercial Property Solicitors, offering a dynamic work environment in Wigan that prioritises flexibility and employee well-being. With a strong commitment to professional development, you will have the opportunity to grow your skills while managing a diverse caseload alongside experienced partners and senior solicitors. The firm's supportive culture and hybrid working model ensure a healthy work-life balance, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Helpline Advisor in Wigan
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Civil-Liberties. 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 Civil-Liberties 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 Helpline Advisor in Wigan
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 Civil-Liberties:Your cover letter is your chance to shine! Tell us why you want to work at Civil-Liberties 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 Civil-Liberties!
How to prepare for a job interview at Civil-Liberties
✨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.
