Customer Support Advisor

BW Legal; Leeds; On-site; GBP 22,000 - 23,000; Full time

Benefits offered by this job

Free car parking

23 days annual leave

Birthday and holiday leave

Job summary

BW Legal in Leeds is recruiting for Customer Support Advisors to join our established Customer and Operations Support department. The role requires 1-2 years’ experience in customer service, administration, or a regulated environment, with a view to building a long-term career within a professional services organisation.

The role supports client communications via portals, webchat or post, processes client requests, and reviews operational reports, with a focus on accuracy, efficiency, and KPI

Qualifications

• 1-2 years’ proven experience in customer service, administration, or a regulated environment.
• Able to work to KPIs and quality standards.
• Strong attention to detail and organisational skills.

Responsibilities

• Managing and responding to customer communications in line with service level agreements.
• Processing client requests and maintaining accurate system records.
• Setting up and amending payment arrangements.
• Recording sensitive customer information, including vulnerability indicators, with care and discretion.
• Liaising with clients to raise and resolve queries on behalf of customers.
• Supporting operational reporting and continuous process improvement.
• Learn new tasks across multiple functions as you grow within the team.

Skills

Customer service

Administration

Regulated environment

Job description

Looking for a Customer Support role that fits around life, offers real variety, and gives you the chance to grow your earnings? We’d love to hear from people of all ages and experience levels who can bring energy, and a high standard of customer support. The salary for this role is £21,500 - £23,000 depending on experience for 30 hours a week 6-hour days, with regular overtime opportunities to increase your earnings.

At BW Legal, we are recruiting for Customer Support Advisors to join our established Customer and Operations Support department. This role is suited to individuals who bring 1-2 years’ proven experience in customer service, administration, or a regulated environment, and who are looking to build a long-term career within a professional services organisation.

About the role

Our Customer and Operations Support department has a number of teams each with dedicated team manager support. The Customer Support Advisor’s role is to support communication with our client’s customers via our portals, webchat or post, along with processing requests from our clients and reviewing operational reports.
Accuracy and efficiency are essential in this role as we work to clear KPIs when responding to our customer communications.

As part of the role, you could be setting up or amending a payment plan, adding some vulnerability data regarding a customer, or inputting a client’s response to the system. All tasks require clear, professional, and efficient communication with the highest standard of customer service.
You will also engage with our clients, raising queries to them on behalf of customers, as well as reviewing and supporting department operational reports and processes. The role is varied as you learn new tasks throughout your time with us.

What you’ll be doing

• Managing and responding to customer communications in line with service level agreements
• Processing client requests and maintaining accurate system records
• Setting up and amending payment arrangements
• Recording sensitive customer information, including vulnerability indicators, with care and discretion
• Liaising with clients to raise and resolve queries on behalf of customers
• Supporting operational reporting and continuous process improvement

This is a varied role offering the opportunity to develop expertise across multiple functions as you grow within the team.

Who we’re looking for

• Have 1-2 years’ prior experience in customer service, administration, debt collection, or a similar environment
• Are confident handling sensitive or complex customer interactions
• Demonstrate strong attention to detail and organisational skills
• Are comfortable working to KPIs and quality standards
• Bring a professional, resilient, and solution-focused approach

Training and development

Your onboarding will be structured to support experienced hires, combining collaborative learning, practical application, and ongoing coaching. You will quickly build the knowledge and confidence needed to perform effectively, with continued opportunities to develop your skills.

Location – Leeds office

You will be based in our modern Leeds office, conveniently located just off Junction 3 of the M621. We offer free car parking, excellent public transport links, and secure cycle storage. Leeds Train Station is also within a 12-minute walk.

What we can offer you

As a Gold-accredited Investors in People employer and a Platinum-accredited Investors in Wellbeing organisation, we're proud to be a diverse employer where belonging sits at the heart of everything we do. Delivering an outstanding colleague experience where everyone feels 'safe to belong' is a core part of the BW Legal family culture.
We offer ongoing and industry-leading training delivered by experienced colleagues from our in-house Learning and Development team. This covers both technical and professional skills throughout your entire BW Legal career journey, including continued professional development, mentoring and study support.
Hours: 30 hours a week, 6 hours a day, Monday to Friday 10am – 4pm. Various overtime campaigns run throughout the month, so once you are trained you can further increase your earning capability.
Shifts: During your initial induction training, you'll start at 9am until 3pm, but your regular start time will be 10am. You'll also work 1 in 4 Saturdays from 9am-3pm, paid at time and a quarter rate. We also operate some shift allowances for OT outside of this.

Rewarding your commitment and success

At BW Legal, we believe that when life feels balanced, work feels better. That's why we're committed to creating an environment where colleagues feel supported to be their best, both professionally and personally.

Our Balance Within wellbeing strategy takes a holistic approach, offering a comprehensive package of support to help you find what balance looks like for you. From health and personal development to lifestyle support, our benefits package worth over £10,000 (this includes all benefits costings), in your first year will help you thrive at work and beyond.

Benefits include

• Free offsite parking (saving you up to £9 a day compared to local car parks)
• 23 days of annual leave, plus bank holidays
• In addition, paid leave on your birthday, as well as on Christmas Eve and New Year's Eve when falling on a weekday
• Flexible holiday policy: use, buy and sell holiday (within policy limits), as well as enjoy flexibility as some holiday allowance can used by the hour
• Extra holiday for length of service: 1 extra day earned following your 2nd, 3rd and 4th year of service
• Enhanced maternity, paternity and adoption pay
• Business-casual dress code

Enjoy a Secure Future with our Financial Rewards

• Be Here Living Our Values: a monthly and quarterly tax and NI free bonus based on attendance and punctuality, worth up to £828 in your first year, rising to a maximum of £4,194 by your sixth year of employment
• Death in service cover: Financial protection worth six times your annual salary
• Income protection: receive 75% of your salary for up to two years if you're unable to work (subject to eligibility criteria)
• Discounted shopping: access discounts and savings at thousands of UK retailers with My Staff Shop (with the average user saving over £1,000 per year!)
• Travel support: Free parking, bus discounts with First and Arriva, and secure cycle storage facilities.
• Money4U with Leeds Credit Union: access to preferential savings and loans rates
• Contributory pension scheme
• British Gas discount: Access to an exclusive money-saving energy tariff for your gas and electricity
• Discounted legal services: 10% off personal legal services with Chadwick Lawrence Solicitors, including conveyancing, family law and will writing

Elevate yourself with our Personal Growth Rewards

• Learn and Earn: top up your income with up to £720 per year by investing in your personal and professional development outside of working hours
• Learning and Development allowance: paid time to learn during working hours
• Professional qualifications: financial and study support, from apprenticeships to specialist degree-level courses

Power Up your wellbeing with our Health Rewards

• Free gym membership with our local partner, or discounted membership at over 3,600 gyms nationwide
• On Site GP: access to a specialist prescribing GP who comes on-site fortnightly
• Virtual GP: access to virtual 24/7 prescribing GP for you and your family
• On-Site Physiotherapist: Support for aches, pains and injury prevention, whether you need treatment or proactive care, available at a 10% discount to our colleagues
• Health cash back plan: Claim back up to £3,700 on dental, optical, physiotherapy, prescriptions and wellbeing treatments.
• Discounted dentistry: Reduced rates on dental plans and 10% off treatments with Leeds Dental Clinic
• Employee assistance: 24/7 helpline, including up to 8 free counselling sessions
• Wellbeing supported by colleague ambassadors: dedicated champions for wellbeing, learning and development, and menopause, who listen, gather feedback, and guide colleagues to the right support and resources.
• Early intervention: support for colleagues who are experiencing health issues to support them staying in or returning to work

Be Connected and Conscious with our Engagement Rewards

• Colleague events: From darts and bowling to quizzes and parties, there are plenty of opportunities to connect and unwind together.
• Regular charity fundraising for local causes through games, raffles and more

BW Legal is dedicated to helping you reach your full potential and thrive in our welcoming and exciting culture. Join us and be part of our success!

As a proud Disability Confident employer, we are committed to equal opportunities for all. If you require any reasonable adjustments during the recruitment process, please let us know at [e-mail].