Customer Service Advisor - Regulated

Rullion; Birmingham; Remote; GBP 40,000 - 60,000; Full time

Job summary

A recruitment company is seeking an Outbound Customer Services Advisor to support individuals following bereavement. This remote role involves making outbound calls, providing guidance, and handling sensitive conversations with care. The ideal candidate should excel in communication and empathy, with experience in a regulated environment. This position offers £12.60 per hour with a duration of 6 months, and requires compliance with GDPR and legal standards.

Qualifications

• Ability to engage with clients in a clear, empathetic, and professional manner.
• Ideally within a regulated business.
• Ability to sensitively understand client needs and build rapport.
• Ensuring accuracy in client documentation and adherence to compliance requirements.
• Managing multiple targets while maintaining high service levels.
• Thriving in a high-volume, customer-focused environment.
• Demonstrating understanding and compassion in client interactions.

Responsibilities

• Making outbound calls to clients and providing support as per agreed call structures.
• Delivering a sensitive, structured, and compassionate approach to client conversations.
• Recognising when to escalate complex cases for further guidance.
• Meeting personal and team targets to help the business achieve its objectives.
• Ensuring compliance with regulatory standards while creating a positive client experience.
• Contacting clients referred by B2B partners and providing service in line with individual agreements.
• Accurately recording notes in the case management system.
• Adapting communication styles to meet the diverse needs of clients.
• Working in a fast-paced, target-driven environment while maintaining high-quality service standards.

Skills

Excellent Communication Skills

Experience in a Call Centre Environment

Strong Active Listening Skills

Attention to Detail

Ability to Work Under Pressure

Adaptability & Multitasking

Empathy

Job description

Overview

Outbound Customer Services Advisor
Location: Remote, UK based - offices based in Bristol & Manchester
Salary: £12.60 per hour (weekly pay)
Job Type: 6 months (possibility to extend)
Background Checks: DBS and Basic Credit Check Required

Our client's legal team is looking for a compassionate and driven Outbound Customer Services Advisor to support individuals following bereavement. The role involves making outbound calls, providing guidance on next steps, and determining the likelihood of Probate being required. Handling sensitive conversations with care and professionalism is essential, as is achieving performance targets to ensure successful outcomes for client. This position operates within a regulated environment, requiring strict compliance with GDPR and Solicitor\'s Regulation Authority (SRA) rules.

Responsibilities

• Making outbound calls to clients and providing support as per agreed call structures.
• Delivering a sensitive, structured, and compassionate approach to client conversations.
• Recognising when to escalate complex cases for further guidance.
• Meeting personal and team targets to help the business achieve its objectives.
• Ensuring compliance with regulatory standards while creating a positive client experience.
• Contacting clients referred by B2B partners and providing service in line with individual agreements.
• Accurately recording notes in the case management system.
• Adapting communication styles to meet the diverse needs of clients.
• Working in a fast-paced, target-driven environment while maintaining high-quality service standards.

What We're Looking For

• Excellent Communication Skills: Ability to engage with clients in a clear, empathetic, and professional manner.
• Experience in a Call Centre Environment: Ideally within a regulated business.
• Strong Active Listening Skills: Ability to sensitively understand client needs and build rapport.
• Attention to Detail: Ensuring accuracy in client documentation and adherence to compliance requirements.
• Ability to Work Under Pressure: Managing multiple targets while maintaining high service levels.
• Adaptability & Multitasking: Thriving in a high-volume, customer-focused environment.
• Empathy: Demonstrating understanding and compassion in client interactions.

Please note that we remain open throughout the Christmas period, except on Christmas Day, Boxing Day, and New Year\'s Day, when we are closed. Successful applicants will be expected to work during this time in line with the staff rota, which has already been finalised for the Christmas period with the current team.

If you are an empathetic, resilient, and customer-focused professional looking to make a difference, we\'d love to hear from you!

Company information

This contract vacancy is being advertised by Rullion Ltd.

Since 1978, Rullion has been securing exceptional candidates for a range of clients; from large well-known brands to SMEs and start-ups. As a family-owned business, Rullion\'s approach is credible and honest, focused on building long-lasting relationships with both clients and candidates.

Rullion is a forward-thinking recruitment company that specialises in providing a wide range of talent consultancy services to a diverse client base; from small start-ups to large household names.

We celebrate and support diversity and are committed to ensuring equal opportunities for both employees and applicants. Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.