Job Description

Customer Support Assistant

24,570 plus excellent benefits (Work Level 6C)

Benefits including: annual bonus, 28 days holiday, discounts, and free support for your physical, financial, and mental wellbeing

Full time, Monday-Friday 37.5 hours per week

Manchester city centre, M4 4FW - office based


We're looking for customer support assistants to join our probate team at Co-op Legal Services.


In this role, you'll take inbound calls from our existing clients, providing an update on the progression of their case where appropriate or arranging for them to speak with their case manager if required. You don't need any legal experience for this role as we'll provide training on our case management system and probate management to enable you to provide our clients with outstanding customer service. This is a fantastic chance to develop your skills in an ethical legal business.

What you'll do

take a high volume of inbound calls from our clients and support with their queries, managing their expectations around their case progression co-ordinate arranging a time for the client to meet their case manager if it's required to answer their query work effectively from a task list, making sure that the task list is well maintained complete a variety of ad-hoc requests to meet the needs of the team

This role would suit people who have

excellent customer service skills the drive to troubleshoot an issue and provide a swift resolution for the customer great organisational skills the ability to communicate professionally and sensitively with clients who are facing a difficult time in their lives the ability to prioritise your work and adapt to multiple requests

Why Co-op?

Here you'll do work that matters. We're a commercial organisation with a purpose beyond profit, you'll have an opportunity to help us build a stronger Co-op and stronger communities. You'll also get a package that includes:

competitive salary coaching, training and support to help you develop pension with up to 10% employer contributions annual incentive scheme 28 days holiday (rising to 32 in line with service) discounts on Co-op products and services Wagestream - a money management app that gives you access to a percentage of your pay as you earn it

Building an inclusive work environment

We're actively building diverse teams and we welcome applications from everyone. We want to build inclusive work environments, where our colleagues have equal opportunities to reach their full potential. We celebrate our differences, and recognise the importance of our teams reflecting the communities they serve.



If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.



We'll ask whether you'd like to be considered under the Disability Confident scheme when you apply.



If we invite you to take part in the recruitment process for any of our jobs, we'll ask you if you need any reasonable adjustments to enable you to participate.



You can find out more about our recruitment process at jobs.coop.co.uk/apply-process.



You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing.



If you're successful in your application, we'll perform some background checks as part of our pre-employment screening process. These will include an SRA check, credit checks, and a DBS (disclosure and barring service) check. Please note Co-op does not offer visa sponsorship for this role.



As part of your application, you'll need to complete an online assessment. This assessment typically takes up to 50 minutes. If you're a current Co-op colleague, this does not need to be completed.