Customer Service Adviser - Fixed Term Contract

Fixed Term Contract / Secondment
12 months
Full time
35
£19,723 per annum
Home based
Contact Centre

We are recruiting Customer Service Advisers to join our award-winning Contact Centre.

We have several fixed term contracts available for a period of 12 months. These roles are being offered on a fully remote contract unless you live within a commutable distance of our Birmingham office.

The start date for the role will be Monday 01 August 2022. Please only apply if you can commit to this start date.

The role

The Contact Centre team is the first point of contact for all the SRA’s customers; including solicitors, students, and members of the public.

Our ‘Being a Customer Services Adviser’’ document attached at the bottom of the advert gives you an insight into the role and the team. However, to give you some idea of the volumes the team works to during our busiest time, you can expect to take up to 50 inbound calls per day, as well as making occasional outbound calls and responding to emails and letters.

We are looking for confident, customer focused, and IT literate individuals with a strong customer service background. You will have a natural aptitude for explaining complex information easily and a professional outlook. You do not need to have previous Contact Centre experience or a background in law to apply. What we want is very motivated and customer focused team members.

If you love to deliver excellent customer service and thrive in a fast paced, challenging environment, we want to hear from you.  

What we offer

  • An opportunity to be part of an award-winning team that are committed to quality and excellent customer service
  • Skills progression, training, and continued support
  • Work life balance – operate in core business hours with no evening or weekend work
  • Salary progression - £19,723 rising to £22,416 per annum once fully trained.

What we are looking for

  • Educated to at least GCSE level (or equivalent) including English
  • Ability to communicate with a range of audiences, tailoring approach as needed
  • Experience of working in a customer service environment
  • Ability to build rapport and to help vulnerable and challenging customers by demonstrating empathy, professionalism, and resilience
  • Ability to work as part of a team and provide support to colleagues to reach common goal
  • Capability to manage your own workload in a pressured and fast-paced environment
  • The skill to multitask and navigate through multiple IT systems, maintaining accurate information

Working in the Contact Centre and at the SRA

Our head office is in Birmingham city centre. Full time work hours are 35 hours per week and team members typically work during our core telephone opening hours of 09:00 – 17:00 with a one-hour lunch break.

Useful information

  • Working from home will require a strong Wi-Fi/Broadband connection
  • We are a disability confident employer and welcome applications from candidates who might need reasonable adjustments
  • If you want to discuss any of the information given above, please contact us via recruitment@sra.org.uk

Take a look at our staff videos to see the CEO, what our offices look like and what it is that makes people proud to work here: https://www.sra.org.uk/sra/jobs/staff-videos.page.

How to apply:

To apply for this role, click the apply button at the bottom of the page. The process will take approximately thirty minutes and is best done via a PC or laptop. You should upload a CV and cover letter clearly highlighting how you meet the requirements detailed in the ‘what we are looking for’ section of the advert and key skills and experience listed.

To find out more about the recruitment and selection process and how to make the most of your application, please visit our jobs pages.

  • The closing date for applications is 12:00 on Tuesday 14 June
  • Shortlisted candidates will be invited to a telephone interview the week of the 20 June
  • Following the telephone interview, shortlisted candidates will be invited to an assessment day; the assessment days will the week of 27 June
  • The assessment process will include: a competency-based interview, telephone role play, email creation test and a grammar test. Interviews and assessments will take place remotely via Microsoft Teams
  • The start date for the role will be 01 August 2022 (we are not able to offer an alternative start date to this, so please only apply if you can commit to this start date)

Candidates who have applied in the last 6 months need not re-apply.

We may choose to close this vacancy at an earlier date. If you are interested, we encourage you to apply as soon as possible.

The SRA is the independent regulator of solicitors and law firms in England and Wales, protecting consumers and supporting the rule of law and the administration of justice. We do this by overseeing all education and training requirements necessary to practise as a solicitor, licensing individuals and firms to practise, setting the standards of the profession and regulating and enforcing compliance against these standards.
We offer an inclusive, supportive and friendly working environment and the chance to develop your career within a professional organisation. We are committed to the health and wellbeing of staff, helping everyone to strike a good balance between personal and professional life.

Additionally, we provide a generous flexible benefits package, including gym membership with a tax only cost, an excellent defined contribution pension scheme and an additional 3% of annual basic salary upon successful completion of probation.
Vacancy closing date: 14/06/2022, 12:00

The Solicitors Regulation Authority is an Equal Opportunities Employer.

Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff.

Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio economic background.

 We are a Stonewall Top 100 Employer, a member of ENEI, a disability confident employer and we are happy to talk flexible working.

This opportunity is closed to applicants.