Customer Service; Legal

Job in Manchester, Greater Manchester, M21 0, England, UK

Listing for: Impellam

Contract position
Listed on 2026-06-11

Job specializations:

Customer Service/HelpDesk
Customer Service Rep, Bilingual, HelpDesk/Support, Call Center / Support

Salary/Wage Range or Industry Benchmark: 12.71 GBP Hourly GBP 12.71 HOUR

Position: Customer Service (Legal)

Customer Service (Legal)Contract 5monthsWork mode:
RemoteRate: £12.71 per hour PAYE

Key Responsibilities

Make outbound calls to clients following bereavement and provide guidance on the next steps.

Conduct structured conversations to assess whether Probate services may be required.

Deliver compassionate and empathetic customer service while maintaining professionalism.

Follow agreed call scripts and partner-specific requirements to ensure compliance.

Accurately record customer information and detailed case notes on internal systems.

Meet individual and team performance targets, including call volumes and appointments booked.

Identify complex cases and refer or escalate them to appropriate specialists when required.

Ensure all customer interactions comply with GDPR, SRA regulations, and internal policies.

Build rapport and trust with clients through active listening and effective communication.

Support continuous improvement by embracing process changes and sharing ideas for service enhancements.

Key Skills & Experience

Excellent verbal communication and interpersonal skills.

Strong active listening skills with the ability to demonstrate empathy and compassion.

Previous experience in a customer service or call centre environment.

Ability to work effectively in a target-driven and fast-paced setting.

Strong attention to detail and accuracy when updating customer records.

Ability to handle sensitive and emotional conversations professionally.

Good understanding of compliance requirements and regulated working environments.

Strong organisational and multitasking abilities.

Proficiency in using CRM systems, case management software, and Microsoft Office applications.

Ability to adapt communication style to meet the needs of different customers and situations.

Guidant, Carbon
60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.