Call Centre Representative

CO-OP; Manchester; Remote; GBP 20,000 - 25,000; Full time

Job summary

A leading community-focused organization in Manchester is seeking call centre representatives to provide support on legal and financial matters. This full-time role includes making outbound calls to customers while ensuring empathy and excellent service. No legal experience is required, as training will be provided. Strong communication skills and a positive attitude are essential for success in this supportive environment.

Benefits

28 days holiday allowance

Annual incentive scheme

Discounts on products

Pension contributions

Free wellbeing support

Wagestream app access

Qualifications

• Experience in a phone-based customer service role, working towards performance targets.
• Ability to maintain professionalism during difficult conversations.
• Flexibility to adapt in a fast-paced environment.

Responsibilities

• Make outbound calls to potential customers, providing support and information.
• Work towards performance targets concerning bookings and calls.
• Document customer details and update records accurately.
• Tailor conversations to clients' needs with empathy.

Skills

Telephony customer service experience

Excellent communication skills

Good IT skills

Emotional resilience

Adaptability

Job description

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

Qualifications

• 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; 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
• flexibility to adapt to change in a fast‑paced environment

Salary & Benefits

£24,570 plus excellent benefits (Work level 6C).

Full‑time 37.5 hours a week, Monday‑Friday between 9:00am – 5:00pm. Remote.

• holiday allowance of 28 days (rising to 32 in line with service), plus bank holidays
• an annual incentive scheme
• discounts on Co‑op products and services
• a pension with up to 10% employer contributions
• free support for your mental, physical, and financial wellbeing
• Wagestream – a money management app that gives you access to a percentage of your wage as you earn it

About the 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.

Building an inclusive work environment

We’re actively building diverse teams and we welcome applications from everyone. We want to build inclusive work environments, where our colleagues have equal opportunities to reach their full potential. We celebrate our differences and recognise the importance of our teams reflecting the communities they serve.

For applicants with a disability, we can make reasonable adjustments to our recruitment process according to your needs.