Call Service Representative

Co-op; West of England; Hybrid; GBP 24,000 - 27,000; Full time

Benefits offered by this job

Annual incentive scheme

30% off Co-op branded products

28 days holiday plus bank holidays

Pension up to 10% employer

Discounted gym membership

Coaching and training

Grocery Aid 24/7 support

Early finish Friday 6:15pm

Job summary

Co-op is recruiting a Call Service Representative to join our Estate Planning Advisory team in the UK. You will take inbound and some outbound calls, guiding customers with clarity and empathy while updating records in our system.

The role is 37.5 hours weekly, Monday to Friday, with some evening shifts and one in three Saturdays. Training occurs at a local office, followed by hybrid working per policy, with generous benefits and development opportunities.

Qualifications

• Experience within a customer facing role.
• Ability to work towards performance & productivity targets.
• Great communication skills, both written and over the phone.
• Good general IT skills, including Microsoft Word, Excel, Outlook.

Responsibilities

• Take in-bound 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.

Skills

Customer facing

Target driven

Communication skills

MS Office

Job description

Call Service Representative
£25,430 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 Call Service Representatives 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 simply 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 also have the chance to grow your legal knowledge, with plenty of career paths into consultancy and management.

Why this job matters

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 a service we can be proud of. The work you do will make a real difference in building more value for our customers and member‑owners.

What you’ll do

• Take in-bound 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

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:

• 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 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