Customer Support Advisor

Overview

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.

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.

• 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.

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

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.

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.

As a Gold-accredited Investors in People employer and a Platinum-accredited Investors in Wellbeing organisation, we are diverse and value belonging within the BW Legal family culture. We offer ongoing and industry-leading training delivered by experienced colleagues from our in-house Learning and Development team, 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…