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: 