Looking for a Customer Support role that fits around life, offers real variety, and gives you the chance to grow your earnings? Wed love to hear from people of all ages and experience levels who can bring energy, and a high standard of customer support.
The salary for this role is £21,500 - £23,000 depending on experience for 30 hours a week 6-hour days, with regular overtime opportunities to increase your earnings.
At BW Legal, we are recruiting for Customer Support Advisors to join our established Customer and Operations Support department. This role is suited to individuals who bring 1-2 years proven experience in customer service, administration, or a regulated environment, and who are looking to build a long-term career within a professional services organisation.
About the role
Our Customer and Operations Support department has a number of teams each with dedicated team manager support. The Customer Support Advisors role is to support communication with our clients customers via our portals, webchat or post, along with processing requests from our clients and reviewing operational reports.
Accuracy and efficiency are essential in this role as we work to clear KPIs when responding to our customer
communications. As part of the role, you could be setting up or amending a payment plan, adding some vulnerability data regarding a customer, or inputting a clients response to the system. All tasks require clear, professional, and efficient communication with the highest standard of customer service.
You will also engage with our clients, raising queries to them on behalf of customers, as well as reviewing and supporting department operational reports and processes. The role is varied as you learn new tasks throughout your time with us.
What youll be doing
- Managing and responding to customer communications in line with service level agreements
- Processing client requests and maintaining accurate system records
- Setting up and amending payment arrangements
- Recording sensitive customer information, including vulnerability indicators, with care and discretion
- Liaising with clients to raise and resolve queries on behalf of customers
- Supporting operational reporting and continuous process improvement
This is a varied role offering the opportunity to develop expertise across multiple functions as you grow within the team.
Who were looking for
We are particularly interested in candidates who:
- Have 1-2 years prior experience in customer service, administration, debt collection, or a similar environment
- Are confident handling sensitive or complex customer interactions
- Demonstrate strong attention to detail and organisational skills
- Are comfortable working to KPIs and quality standards
- Bring a professional, resilient, and solution-focused approach
Training and development
Your onboarding will be structured to support experienced hires, combining collaborative learning, practical application, and ongoing coaching. You will quickly build the knowledge and confidence needed to perform effectively, with continued opportunities to develop your skills.
Location Leeds office
You will be based in our modern Leeds office, conveniently located just off Junction 3 of the M621. We offer free car parking, excellent public transport links, and secure cycle storage. Leeds Train Station is also within a 12-minute walk.
If youre looking to apply your existing experience in a professional, supportive environment where quality and customer outcomes matter, wed welcome your application.
What we can offer you:
As a Gold-accredited Investors in People employer and a Platinum-accredited Investors in Wellbeing organisation, we're proud to be a diverse employer where belonging sits at the heart of everything we do. Delivering an outstanding colleague experience where everyone feels 'safe to belong' is a core part of the BW Legal family culture.
We offer ongoing and industry-leading training delivered by experienced colleagues from our in-house Learning and Development team. This covers both technical and professional skills throughout your entire BW Legal career journey, including continued professional development, mentoring and study support.
Hours: 30 hours a week, 6 hours a day, Monday to Friday 10am 4pm. Various overtime campaigns run throughout the month, so once you are trained you can further increase your earning capability.
Shifts: During your initial induction training, you'll start at 9am until 3pm, but your regular start time will be 10am. You'll also work 1 in 4 Saturdays from 9am-3pm, paid at time and a quarter rate. We also operate some shift allowances for OT outside of this.
Rewarding your commitment and success
At BW Legal, we believe that when life feels balanced, work feels better. That's why we're committed to creating an environment where colleagues feel supported to be their best, both professionally and personally.
Our Balance Within wellbeing strategy takes a holistic approach, offering a comprehensive package of support to help you find what balance looks like for you. From health and personal development to lifestyle support, our benefits package worth over £10,000 (this includes all benefits costings), in your first year will help you thrive at work and beyond.
Benefits include:
30 hour working week
Free offsite parking (saving you up to £9 a day compared to local car parks)
23 days of annual leave, plus bank holidays
In addition, paid leave on your birthday, as well as on Christmas Eve and New Year's Eve when falling on a weekday
Flexible holiday policy: use, buy and sell holiday (within policy limits), as well as enjoy flexibility as some holiday
allowance can used by the hour
Extra holiday for length of service: 1 extra day earned following your 2nd, 3rd and 4th year of service
Enhanced maternity, paternity and adoption pay
Business-casual dress code
Enjoy a Secure Future with our Financial Rewards
Be Here Living Our Values: a monthly and quarterly tax and NI free bonus based on attendance and punctuality, worth up to £828 in your first year, rising to a maximum of £4,194 by your sixth year of employment
Death in service cover: Financial protection worth six times your annual salary
Income protection: receive 75% of your salary for up to two years if you're unable to work (subject to eligibility criteria)
Discounted shopping: access discounts and savings at thousands of UK retailers with My Staff Shop (with the average user saving over £1,000 per year!)
Travel support: Free parking, bus discounts with First and Arriva, and secure cycle storage facilities.
Money4U with Leeds Credit Union: access to preferential savings and loans rates
Contributory pension scheme
British Gas discount: Access to an exclusive money-saving energy tariff for your gas and electricity
Discounted legal services: 10% off personal legal services with Chadwick Lawrence Solicitors, including conveyancing, family law and will writing
Elevate yourself with our Personal Growth Rewards
Learn and Earn: top up your income with up to £720 per year by investing in your personal and professional development outside of working hours
Learning and Development allowance: paid time to learn during working hours
Professional qualifications: financial and study support, from apprenticeships to specialist degree-level courses
Power Up your wellbeing with our Health Rewards
Free gym membership with our local partner, or discounted membership at over 3,600 gyms nationwide
On Site GP: access to a specialist prescribing GP who comes on-site fortnightly
Virtual GP: access to virtual 24/7 prescribing GP for you and your family
On-Site Physiotherapist: Support for aches, pains and injury prevention, whether you need treatment or proactive care, available at a 10% discount to our colleagues
Health cash back plan: Claim back up to £3,700 on dental, optical, physiotherapy, prescriptions and wellbeing treatments.
Discounted dentistry: Reduced rates on dental plans and 10% off treatments with Leeds Dental Clinic
Employee assistance: 24/7 helpline, including up to 8 free counselling sessions
Wellbeing supported by colleague ambassadors: dedicated champions for wellbeing, learning and development, and menopause, who listen, gather feedback, and guide colleagues to the right support and resources.
Early intervention: support for colleagues who are experiencing health issues to support them staying in or returning to work
Be Connected and Conscious with our Engagement Rewards
Colleague events: From darts and bowling to quizzes and parties, there are plenty of opportunities to connect and unwind together.
Regular charity fundraising for local causes through games, raffles and more
BW Legal is dedicated to helping you reach your full potential and thrive in our welcoming and exciting culture. Join us and be part of our success!
As a proud Disability Confident employer, we are committed to equal opportunities for all. If you require any reasonable adjustments during the recruitment process, please let us know at [email protected].
