Customer Service Advisers

Solicitors Regulation Authority; West Midlands; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Training pathway

No telephone script

Career progression

Holiday entitlement 25 days + holidays

Health & wellbeing portal contribution

Employee discounts

Pension contributions

Life assurance

Job summary

Solicitors Regulation Authority in Birmingham is recruiting Customer Services Advisers for a permanent position in our contact centre. The role is 35 hours per week, hybrid, with 1–2 days in the office and a focus on delivering excellent customer service.

You will handle up to 40 inbound calls per day, respond to emails and letters, and work with colleagues across the business to assist customers. The application process outlines interviews, assessments, and onboarding steps.

Qualifications

• Experience of working in a customer service environment.
• Ability to communicate with a range of customers and tailor your approach.
• Passionate about customer service, demonstrating empathy and always seeking ways to improve the customer experience.

Responsibilities

• Take up to 40 inbound calls per day and occasional outbound calls.
• Respond to emails and letters in between calls.
• Collaborate with colleagues across the business to assist customers and answer queries.

Skills

Customer service experience

Communication skills

Empathy

Fast-paced environment

IT systems navigation

Job description

We are recruiting for Customer Services Advisers to join our award-winning Contact Centre on a permanent basis. These roles are 35 hours per week, hybrid, working 1-2 days in the office in Birmingham.

The role and what to expect

You’ll be joining a friendly and supportive team that values service excellence, collaboration, and continuous learning. We're proud of the service we provide and the difference we make to our customers every day.

You can expect to take up to 40 inbound calls per day, as well as making occasional outbound calls, while also responding to emails and letters in between calls. You will get to work with a variety of other colleagues across the business to assist our customers and answer their queries. Our customers and service that you would provide are within the table below and our 'Being a Customer Services Adviser' document attached at the bottom of the advert will also give you an insight into the role and the team.

You will work 35 hours per week (Monday to Friday) and team members typically work during our core telephone opening hours of 08:00 - 17:00 with a one-hour lunch break.

What we offer to you

• Supportive training with a defined training and progression pathway
• Personal accountability to provide excellent and empathetic customer service to suit your customer. You will not have a telephone script
• Opportunities to work with other business areas, expanding your knowledge of SRA
• Additional 3% of annual basic salary for you to choose the benefits that best suit your lifestyle and personal situation
• 25 days annual leave, plus bank holidays and buy/sell/save holiday trading scheme
• £25 contribution to a monthly health and wellbeing portal. The portal provides access to more than 5,000 products, experiences and services. Some options available include gym membership, National Trust membership, music lessons, tennis lessons, massages, nutrition, life coaching, fertility support, financial support and much more
• Access to employee discount vouchers for savings on High Street brands, travel and supermarkets
• Pension - We will contribute 1½ - 2 times your contribution, up to 12.25%. So, if you contribute 7%, you will enjoy the maximum combined contribution of 19.25%
• Life Assurance cover of 4 times basic salary.

What we are looking for

• Experience of working in a customer service environment
• Ability to communicate with a range of customers and tailoring your approach to their needs
• Passionate about customer service, demonstrating empathy and always seeking ways to improve the customer experience
• Thrive in a pressured and fast-paced environment
• Able to navigate through multiple IT systems, whilst maintaining accurate information.

Useful information

• Working from home will require a robust Wi-Fi/Broadband connection
• Previous unsuccessful applicants to the Customer Service Adviser role in the past 6 months, will not be considered and should not re‑apply
• Shortlisted candidates will be invited to a one-hour MS Teams call, consisting of a competency-based interview and a telephone assessment. You will also complete a written assessment after the MS Teams call. You should allow 1 hour 30 minutes for the entire process.
• Interviews will take place week commencing 16 November 2026.
• Take a look at our staff videos to see what our offices look like and what it is that makes people proud to work at SRA.

Closing date

The closing date for applications is 23:55 on Sunday 8 November 2026.