Job Description

Our Benefits

Our total reward package includes a basic salary and a potential to earn rewards for excellent contribution to LeO.

Stakeholder pension scheme, whereby LeO will double your contribution up to 10%.

Annual Leave of 26 days per year (plus bank holidays) - (pro rata for part time staff), plus you can buy or sell 4 days leave each year.

Flexible hours driven by work life balance and operated between 7am and 9pm each day, this also includes hybrid working of 80% at home and 20% in the office each week.

Group Income Protection - if you can't work due to long term absence or injury, this protection can provide a regular income.

Life assurance of 6 times your annual salary.

Legal Information Service offering free advice and support with debt management, tax related matters, consumer disputes.

Season ticket loans - interest free loans for travel between your home and the office.

Employee Assistance programmes.

Online health, fitness, and wellbeing resources

Wellbeing champions.

Investment in your career development through learning and development, talent management, coaching, mentoring and on the job experience.

Are you able to demonstrate exemplary customer service and telephone skills, ensuring that all calls are handled effectively and efficiently?

Are you confident in your ability to listen and verbally communicate with a diverse customer base?

Do you have experience accurately recording information in electronic databases and filing systems?

Within this role, you will be the first point of contact for members of the public and service providers who have a general enquiry via the telephone. You will provide information, advice and support to customers which includes signposting to alternative sources of help or information.

What you will be doing:

Provide an efficient first point of contact for members of the public who have an enquiry about our service by phone.

Provide professional, accurate and relevant responses to members of the public, service providers and other parties.

Identify service complaints and call escalations, taking relevant actions to refer cases and seek guidance when required.

Gather and accurately record appropriate information on cases, in line with our procedures, quality standards and customer service principles.

Respond to enquiries using appropriate method (email, letter or verbally).

Suggest improvements to our call handling process.

About you:

Previous experience in a similar role and be able to demonstrate exemplary customer service and telephone skills.

You must be able to demonstrate your ability to listen and verbally communicate with a diverse customer base.

You will beconfident speaking on the phone, in addition to being able to support responding to queries received by email.

As part of this role you will be required to update electronic databases and filing systems, therefore you must be able to accurately record information as required.

About us and why we matter:

People rely on legal services at key times in their lives - whether it's buying a home, dealing with bereavement, having issues at work, ending a marriage, or being involved in legal action. These things really matter - and that's why the Legal Ombudsman really matters.

If people can't sort out a problem with a legal provider, we're here to resolve things fairly and as quickly as possible. And as we resolve individual complaints, we share learning and insight into what we've seen - helping prevent the same issues arising again.

And we are:

Family Friendly with enhanced maternity leave and pay, paternity leave, shared parental leave, adoption leave.

Money friendly with access to a discount's platform including thousands of discounts for supermarkets, eating out, leisure, holidays, theatre tickets etc.

Community friendly offering Special Leave - if you're an active member of your community, you can get extra paid leave for public duties, volunteering activities and reserve forces duties.

Inclusive of all communities and we encourage applications from the widest possible range of backgrounds and circumstances.

A disability Confident employer, welcoming applications from disabled people. We operate the 'offer an interview' scheme for all disabled applicants who meet the essential criteria.

If you are successful, it's key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:

Right to work check, (applicants must be eligible to live and work in the UK).

Employment History references.

DBS criminal record check.

Fit for work questionnaire (for all) followed by a medical check (if applicable).

Qualifications and/or professional membership check (if applicable).

The application process closes on Friday 8th August 2025 at Midday.

This role can be based at either our Birmingham, Cardiff or Leeds hubs with the opportunity of Hybrid working!

Job Types: Full-time, Permanent

Pay: 23,423.00-24,214.00 per year

Benefits:

Company pension On-site parking Work from home
Schedule:

Flexitime Monday to Friday
Application question(s):

What interests you about the call handler position and how do your communication skills prepare you to handle calls professionally? Please give your reasons for making this application, directly relating your qualifications, experience and personal attributes to the person specification for this post. You may also wish to relate your leisure, spare time interests and other achievements. Please note that failure to directly address the criteria listed in the person specification for this post may result in your application not being shortlisted for interview.
Education:

GCSE or equivalent (required)
Experience:

Customer service: 1 year (required)
Work Location: Hybrid remote in Leeds LS1 4AP

Application deadline: 08/08/2025
Reference ID: CH/07/25
Expected start date: 30/09/2025