Call Service Representative

Co-op; Sheffield; Hybrid; GBP 25,000; Full time

Job summary

A community-focused organization in Sheffield is looking for a motivated Call Service Representative to join their Estate Planning Advisory team. This role involves taking inbound and making outbound calls while providing exceptional customer service. Candidates should have experience in customer-facing roles and strong communication skills. The company offers competitive benefits, including 28 days of holiday and career development opportunities, with a focus on community engagement and inclusion.

Benefits

30% off Co-op branded products

28 days holiday, rising with service

Pension contributions of up to 10%

Discounted gym membership

Coaching and training for career development

Emotional and financial support services

Qualifications

• Experience within a customer facing role.
• Great communication skills, both written and over the phone.
• Good general IT skills, comfortable using Microsoft Office.

Responsibilities

• Take inbound and make outbound calls to potential customers.
• Document customer queries and update records accurately.
• Explain services clearly to clients and offer customized solutions.
• Connect with local community groups for support clinics.

Skills

Customer service experience

Strong communication skills

Good IT skills

Ability to work towards targets

Adaptability in fast-paced environments

Tools

Microsoft Office Suite

Job description

Call Service Representative

£24,570 plus great benefits (Work Level 6C)
Monday to Friday (37.5 hours) between 9:00am and 5:00pm, with a minimum of 3 weekday evening shifts between 11:15am and 7:15pm (plus one in three Saturdays)
Bristol or Sheffield – You’ll complete your training for the first few months at one of our offices, then you’ll have some flexibility for hybrid working in line with our hybrid working policy

We’re looking for motivated, customer‑focussed people to join our expanding Estate Planning Advisory team during an exciting period of significant growth.

As a business, we’re passionate about developing our colleagues. So, whether you’re starting a career in Law or just have a passion for great customer service, we can give you the skills, experience, and opportunities to help you develop and shape your Co‑op career. You’ll have the opportunity to grow your legal knowledge, and we have plenty of career paths into consultancy and management.

In this role, you’ll take inbound calls and make outbound calls to potential customers who are enquiring about our services. You’ll be the first point of contact for many of our clients, so we’ll look to you to approach each call with empathy and professionalism – providing them with a service we can be proud of. The work you do will make a real difference to building more value for our customers and member‑owners.

What you’ll do

• Take inbound calls and make outbound calls to potential customers who have enquired about our services
• Accurately document customer queries and details, updating records on our system
• Explain our services to clients in a clear and understandable way
• Offer different solutions to customers based on their individual needs
• Complete a variety of ad‑hoc tasks to support the team
• Connect with local community groups to see how we can support them through our free advice information clinics
• Conduct research to identify new local community groups suitable to host our free advice information clinics

This role would suit people who have

• Experience within a customer facing role
• The ability to work towards performance & productivity targets
• Great communication skills, both written and over the phone
• Good general IT skills, you’re comfortable using programmes in the Microsoft Office suite such as Word, Excel, Outlook
• 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 incentive scheme (based on personal and business performance)
• 30% off Co‑op branded products
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Discounted gym membership
• Coaching and training to support your career development
• Grocery Aid – 24/7 access to a range of emotional, financial, and practical support services for you and your family
• No later than 6:15pm finish on Fridays

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