Full job descriptionCustomer Service (Legal)
Contract 5months
Work mode: Remote
Rate: £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, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.