Call Centre Representative

Co-op; Manchester; On-site; GBP 25,000 - 29,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday

Pension contributions

Onsite gym access

Product discounts

Stream pay access

Virtual healthcare

24/7 support

Training & development

Cycle-to-work

Job summary

Co-op Legal Services is seeking Call Centre Representatives to join our team. In this role, you’ll make outbound calls to our partner’s customers to offer support on legal and financial matters, with empathy and a focus on excellent customer service.

We provide full training and clear progression opportunities, along with a comprehensive benefits package. The position is remote, full-time at 37.5 hours per week, with hours Monday–Friday 9:00am–5:00pm.

Qualifications

• Experience in a telephony or phone-based customer service role with track record of meeting targets.
• Strong verbal and written communication skills.
• Solid IT skills and ability to use multiple systems simultaneously.
• Emotional resilience and professionalism under pressure.
• Flexible to adapt to a fast-paced environment.

Responsibilities

• Make outbound calls to potential customers (10+ calls per hour).
• Work toward performance targets for bookings and calls.
• Document customer details accurately in the system.
• Explain services clearly and empathetically to clients.
• Take on ad-hoc tasks to support the team.
• Send follow-up information after calls when required.

Skills

Telephony-based customer service

Performance targets

Written & verbal communication

General IT skills

Emotional resilience

Adaptability to change

Job description

Call Centre Representative – Legal Services

£25,430 plus excellent benefits (Work level 6C)
Full‑time only, 37.5 hours a week, Monday-Friday between 9:00am – 5.00pm
Remote

We’re looking for Call Centre Representatives to join our Co‑op Legal Services team.

In this role, you’ll make outbound calls to our partner’s customers to offer support and assistance on legal and financial matters. Our customer base will have recently been bereaved and facing a difficult time in their lives, so we’ll look to you to handle each call with empathy and provide excellent customer service.

You don’t need any legal experience to get started as we’ll give you all the training you need, and we have clear progression opportunities within the team, providing a great opportunity to build your skills, and take the next step in your career.

Why this role matters

This role plays a vital part in helping our customers through one of the most difficult times in their lives. By offering clear guidance, you’ll be helping customers feel supported and informed, being there for them when they need us most.

What you’ll do

• Make outbound calls to potential customers (over 10 calls per hour)
• Work towards performance targets relating to number of bookings and number of calls made
• Accurately document customer details, updating records on our system
• Explain and offer our services to clients in a clear and understandable way, handling each call with empathy and tailoring the conversation to the clients needs
• Complete a variety of ad‑hoc tasks to support the team
• Send follow up information to clients following phone calls when required

What you’ll bring

• Experience within a telephony or a phone‑based customer service role, and experience of working towards performance targets
• Great communication skills, both written and over the phone
• Good general IT skills, you’re comfortable using multiple systems at once
• Emotional resilience and the ability to be professional even in difficult situations; you understand the difference between sympathy and empathy
• The flexibility to adapt to change in a fast‑paced environment

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
• Access to a subsidised onsite gym (at our Manchester HQ)
• 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 teams that reflect the communities we serve. We welcome applications from everyone, and our support centre is an inclusive environment where all our colleagues can thrive.

If you have a disability, we’ll make reasonable adjustments to support you through the recruitment process. We’re also proud to be part of the Disability Confident scheme - if you’re disabled and you meet the minimum criteria for this job, we’ll guarantee you an interview.

Learn more about our recruitment process athttps://jobs.coop.co.uk/apply-process

Explore our commitments to diversity, inclusion and wellbeing athttps://jobs.coop.co.uk/diversity-inclusion-wellbeing

As part of your application, you'll need to complete an online assessment. This assessment typically takes up to 50 minutes. If you're a current Co‑op colleague, this does not need to be completed.