Helpline Advisor

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.

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.

• 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.

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.

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.

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…