Customer Service Adviser - Part Time 28-35 hours per week

Contract Type: Permanent

Working Pattern: Part time

Working Hours: 28-35 hours

Location Options: Birmingham with part of the week working from home

Function Type: Contact Centre

We are recruiting for Customer Services Advisers to join our award-winning Contact Centre on a permanent basis. These roles provide between 28-35 hours per week, hybrid working, 1-2 days in the office in Birmingham. Please only apply if you are available to start on Monday 27 July 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.
• You can expect to take up to 40 inbound calls per day, as well as making occasional outbound calls.
• While also responding to emails and letters in between calls.
• You will get to work with a variety of other colleagues across the business to assist our customers and answer their queries.

Part time hours can be between 28–35 hours and team members typically work during our core telephone opening hours of 08:00 – 17:00 with a one-hour lunch break. We’re happy to discuss shift patterns at interview to help you balance work and life.

Consumers of legal services:

• Providing guidance when they have concerns about a solicitor or law firm
• Checking an individual or law firms record with us
• Helping them locate files from a closed firm
• 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)
• Practical support with applications and our portal
• Providing guidance on a variety of processes and applications

What we offer:

• 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. The portal provides access to more than 5,000 products, experiences and services.
• 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 Wednesday 17 June to Friday 19 June 2026.
• We will discuss your work pattern at interview and agree this at point of offer.

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.

The closing date for applications is 23:55 on Monday 1 June 2026.

The SRA is the independent regulator of solicitors and law firms in England and Wales, protecting consumers and supporting the rule of law and the administration of justice. We do this by overseeing all education and training requirements necessary to practise as a solicitor, licensing individuals and firms to practise, setting the standards of the profession and regulating and enforcing compliance against these standards.

We offer an inclusive, supportive and friendly working environment and the chance to develop your career within a professional organisation. We are committed to the health and wellbeing of staff, helping everyone to strike a good balance between personal and professional life. Additionally, we provide a generous flexible benefits package, an excellent defined contribution pension scheme and an additional 3% of annual basic salary upon successful completion of probation.

The Solicitors Regulation Authority is an Equal Opportunities Employer. Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff. Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio economic background.