Senior Customer Adviser

Senior Customer Advisor
£26,500 to £28,000 plus excellent benefits (Work Level 6B)
Full-time 37.5 hours a week, between 9:00am – 5.00pm Monday to Friday

This is a remote role with the option to work in one of our offices in Sheffield, Stratford-upon-Avon or Bristol if you’d prefer (find out more about our hybrid working policy for more information https://jobs.coop.co.uk/hybrid-working-policy).

We're looking for a Senior Customer Advisor to join our Support Team. In this role, you'll support customers who may be going through a difficult time, providing a compassionate and professional service when they need it most. You'll also work closely with team leaders and colleagues to help drive team performance, leading by example, sharing your expertise and supporting the development of others.

Why this job matters

At Co-op Legal Services, we're here to support people through some of life's most important moments. As a Senior Customer Advisor, you'll play a key role in delivering the high standards of service our customers and partners expect, while helping your colleagues grow and succeed. The support, coaching and guidance you provide will help create positive outcomes for both our customers and our team.

What you’ll do

•    Support and coach advisors to develop their skills, knowledge and performance
•    Lead by example, handling customer calls when needed and maintaining high standards of service
•    Help deliver team and departmental performance targets through effective coaching and quality monitoring
•    Review calls and identify trends, opportunities and areas for improvement to enhance customer and colleague outcomes
•    Support with recruitment, onboarding and the ongoing development of colleagues
•    Build strong relationships across the Probate team and wider Co-op Legal Services business to support collaborative working
•    Assist with people processes, including performance and attendance conversations, escalating issues where appropriate
•    Provide cover for the team manager when needed, helping to maintain team performance and service delivery

What you'll bring

We’re committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you’ll need to bring:

•    A track record of delivering strong performance in your current role, or experience in a similar coaching or support role
•    Experience working towards performance targets, with the ability to motivate, support and develop others to achieve their goals
•    Emotional resilience and a professional approach, with the ability to remain calm and effective in challenging situations
•    Strong communication skills, with the confidence to build positive relationships and communicate effectively with a range of audiences
•    Good digital skills and experience using systems and tools such as Microsoft Office, alongside a strong attention to detail
•    The flexibility to adapt to changing priorities in a fast-paced environment, while helping others embrace and respond positively to change

Why Co-op?

At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:

•    An annual bonus (based on personal and business performance)
•    28 days holiday (rising to 32 with service) plus bank holidays 
•    A pension with up to 10% employer contributions 
•    30% discount on Co-op products and 10% off other brands 
•    Stream – early access to a percentage of your pay as you earn it 
•    Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice 
•    24/7 colleague support service 
•    Training and support for your development and career progression
•    Cycle-to-work scheme

A place you’ll belong

We’re building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.

We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion

Please note that we may close applications for this role early.