Call Centre Advisor

BW Legal; Leeds; On-site; GBP 21,000 - 22,000; Full time

Benefits offered by this job

30 hour working week

Free offsite parking

23 days annual leave

Birthday leave & holiday flexibility

Contributory pension

Job summary

BW Legal is seeking a Contact Centre Advisor in Leeds. This 30-hour-per-week role includes structured training to support customers across various sectors, with a focus on high-quality service.

You will start on £20,800, rising to £21,400 in March 2027 and £22,000 after 12 months, plus monthly QA bonus and occasional overtime opportunities. Training and progression are emphasised.

Qualifications

• No prior telephone experience required.
• Structured training and coaching provided.
• Commitment to delivering high-quality service.

Responsibilities

• Handle customer calls across a range of sectors and clients.
• Support customers professionally and help them find the right path forward.
• Contribute to a busy contact centre environment with accuracy and care.

Skills

Customer service

Phone-based work

Positive attitude

Resilience

Job description

Contact Centre Advisor – are you passionate about delivering great customer service and ready to bring energy, resilience and care to every conversation? Join BW Legal in a busy, telephone-based role where you will be fully trained to support customers across a range of sectors and clients.

This is a 30-hour per week role, with a planned start date of Monday 7th or Monday 14th September 2026 (to be confirmed). You will start on £20,800, increasing to £21,400 from 1 March 2027 and £22,000 after 12 months in role, with regular six-monthly salary reviews thereafter, subject to performance.

As part of your additional earnings, our Quality Assurance Bonus is paid monthly once eligible, with the opportunity to earn up to an additional £400 per month. Eligibility is assessed from your 3-month mid-probation review onwards and is awarded for achieving high quality assurance standards.

Once trained, you can also access overtime opportunities through targeted campaigns, giving you further potential to increase your overall earnings.

At BW Legal, our Contact Centre Advisors play a key role in delivering excellent customer service. This is a busy, telephone-based role where you will handle customer calls across a range of sectors and clients, using your training to support customers professionally and help them find the right way forward.

You do not need previous telephone experience, as we will provide structured training, coaching and ongoing support. What matters most is that you bring a positive attitude, high energy, resilience and a genuine commitment to doing the right thing for our customers.

What sets us apart?

As Investors in People 'Employer of the Year' 2024 (Gold), we value your growth and development. Our accredited and award-winning L&D training supports you at every stage of your career with us. We offer job stability and room for professional growth. And let's not forget our incredible package of financial rewards and benefits!

We are looking for people who take pride in high standards, communicate with confidence and care, and stay focused in a fast-paced environment. If you are committed, resilient and ready to live our values as part of a supportive, high-energy team, we would love to hear from you.

Training:

We know everyone learns differently, so our training academy gives you the tools, coaching and support to succeed. Your training will include group learning, classroom-based sessions and side-by-side time with experienced advisors, with regular check-ins to help build your confidence on the phone.

By the time you join your team, you will feel confident, knowledgeable and ready to deliver excellent customer service, with the opportunity to build your earnings through performance-based bonus and overtime opportunities.

What we can offer you:

Competitive salary:

Work 30 hours a week for a starting salary of £20,800, increasing to £21,400 from 1 March 2027 and £22,000 after 12 months in role. You will also benefit from regular six-monthly salary reviews thereafter, subject to performance.

Bonus opportunities:

Earn from day one with our New Starter Incentive Bonus of up to £200, based on your performance and commitment during training. As part of your additional earnings, our Quality Assurance Bonus is paid monthly once eligible, with the opportunity to earn up to an additional £400 per month. Eligibility is assessed from your 3-month mid-probation review onwards and is awarded for achieving high quality assurance standards.

Additional earnings:

Once trained, you can increase your earning potential through overtime opportunities, targeted campaigns, progression into coaching roles and Reward Beans, our monthly cash equivalent benefit.

Your working week:

Hours:

30 hours a week, 6 hours a day, Monday to Friday. Once trained, you can also access overtime opportunities through targeted campaigns to further increase your earning potential.

Shifts:

During your initial training period, you will work from 9am to 3pm. After three months and following a mid-probation review, you can expect a mix of 9am to 3pm, 10am to 4pm and 12pm to 6pm shifts, with a balance of morning and afternoon shifts. You will also work 1 in 4 Saturdays from 9am to 3pm, paid at time and a quarter.

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 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 [e-mail].