Customer Service Adviser

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Solicitors Regulation Authority provided pay range

This range is provided by Solicitors Regulation Authority. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

We are recruiting for Customer Services Advisers to join our award‑winning Contact Centre on a permanent basis. These roles are 35 hours per week, hybrid, working 1‑2 days in the office in Birmingham.

Availability

Please only apply if you are available to start on Monday 9 March 2026 and can commit to two weeks of full‑time training. This is a mandatory part of the onboarding process.

The role and what to expect

You’ll be joining a friendly and supportive team that values service excellence, collaboration, and continuous learning. We\’re proud of the service we provide and the difference we make to our customers every day. You can expect to take up to 40 inbound calls per day, as well as making occasional outbound calls. You’ll also respond to emails and letters between calls. You will work with a variety of other colleagues across the business to assist our customers and answer their queries. Our customers and the services you would provide are in the categories below, and the ‘Being a Customer Services Adviser’ document attached at the bottom of the advert will also give you an insight into the role and the team.

You will work 35 hours per week (Monday to Friday) and team members typically work during our core telephone opening hours of 08:00 – 17:00 with a one‑hour lunch break.

Key Customer Types

• Consumers of legal services – Providing guidance when they have concerns about a solicitor or law firm; checking an individual or law firm’s record with us; helping them locate files from a closed firm.
• Aspiring solicitors – Providing guidance on the different routes to qualifying as a solicitor; practical support with applications and the customer portal; providing guidance on the Solicitors Qualifying Examination (SQE).
• Law professionals – Practical support with applications and our portal; providing guidance on a variety of processes and applications.

What we offer to you

• Supportive training with a defined training and progression pathway
• Personal accountability to provide excellent and empathetic customer service to suit your customer. You will not have a telephone script
• Opportunities to work with other business areas, expanding your knowledge of SRA
• Additional 3 % of annual basic salary for you to choose the benefits that best suit your lifestyle and personal situation
• 25 days annual leave, plus bank holidays and buy/sell/save holiday trading scheme
• £25 contribution to a monthly health and wellbeing portal (access to more than 5,000 products, experiences and services such as gym membership, National Trust membership, music lessons, tennis lessons, massages, nutrition, life coaching, fertility support, financial support and more)
• Access to employee discount vouchers for savings on High Street brands, travel and supermarkets
• Pension – We will contribute 1½ – 2 times your contribution, up to 12.25 %. So, if you contribute 7 %, you will enjoy the maximum combined contribution of 19.25 %
• Life Assurance cover of 4 times basic salary.

What we are looking for

• Experience of working in a customer service environment.
• Ability to communicate with a range of customers and tailoring your approach to their needs.
• Passionate about customer service, demonstrating empathy and always seeking ways to improve the customer experience.
• Thrive in a pressured and fast‑paced environment.
• Able to navigate through multiple IT systems, whilst maintaining accurate information.

Useful information

• Working from home will require a robust Wi‑Fi/Broadband connection.
• Previous unsuccessful applicants to the Customer Service Adviser role in the past 6 months, will not be considered and should not re‑apply.
• We may choose to close this vacancy at an earlier date. If you are interested, we encourage you to apply as soon as possible.
• Shortlisted candidates will be invited to a one‑hour MS Teams call, consisting of a competency‑based interview and a telephone assessment. You will also complete a written assessment after the MS Teams call. You should allow 1 hour 30 minutes for the entire process.
• Interviews will take place week commencing 26 January 2025.
• If you want to discuss any of the information above, please contact us via (contact details omitted).
• Take a look at our staff videos to see what our offices look like and what it is that makes people proud to work at SRA.

How to apply

Please use the apply button at the bottom of the advert. Please upload a CV and cover letter providing examples against the criteria listed above within the ‘What we are looking for’ section and address how your knowledge, skills and experience relate to the role requirements. Please keep answers to 300 words or less for each criterion.

To find out more about the recruitment and selection process and how to make the most of your application, please visit our jobs pages (URL omitted).

The closing date for applications is 23:55 on Sunday 18 January 2025.

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Legal

Industries

• Administrative and Support Services

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