Customer Support Assistant

CO-OP; Manchester; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday

Pension up to 10% employer

Onsite gym access

Staff discounts

Wellbeing benefits

Training & development

Cycle-to-work

Job summary

Co-op Legal Services in Manchester is seeking a Customer Support Assistant to join our Probate team. You will handle inbound calls, update clients on probate progress and connect them with the right specialist. No prior probate experience required as training will be provided.

You’ll work from a structured task list, provide compassionate, clear communication by phone and email, and help clients navigate tricky life events with support and empathy.

Qualifications

• Excellent customer service skills
• Curiosity to understand issues and find solutions
• Great organisational skills for a busy workload
• Clear, professional communication over phone and email with empathy
• Ability to prioritise and adapt to multiple requests
• Strong interpersonal connection with clients
• Attention to detail in all tasks
• Capacity to work flexibly in a supportive environment

Responsibilities

• Take a high volume of inbound calls and support client queries
• Coordinate scheduling meetings with case managers when needed
• Maintain a structured task list and ensure it is up to date
• Complete ad-hoc requests to meet team needs

Skills

Customer service

Problem solving

Organisation

Communication

Prioritisation

Attention to detail

Adaptability

Empathy

Job description

We're looking for Customer Support Assistants to join our Probate team at Co-op Legal Services. If you enjoy helping people and delivering great customer service, this could be a great opportunity to develop your skills in an ethical legal business. You'll support our existing clients by handling inbound calls, providing updates on their probate cases and connecting them with the right people when needed. No legal experience is required, as we'll provide full training on probate and our case management systems. Why this job matters As a Customer Support Assistant, you'll play an important role in providing reassurance and support to clients throughout the probate process, helping them access the information and guidance they need. By delivering a compassionate and efficient service, you'll help create a positive experience for clients when it matters most.

What you'll do

• Take a high volume of inbound calls from our clients and support with their queries, managing their expectations around their case progression
• Co-ordinate arranging a time for the client to meet their case manager if it's required to answer their query
• Work effectively from a task list, making sure that the task list is well maintained
• Complete a variety of ad-hoc requests to meet the needs of the team

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:

Required skills

• Excellent customer service skills with a genuine passion for helping people
• The curiosity and determination to understand issues, find solutions and deliver positive outcomes for customers
• Great organisational skills, with the ability to manage a busy and varied workload
• The confidence to communicate clearly, professionally and with empathy, both over the phone and by email, supporting customers who are facing a difficult time in their lives
• The ability to prioritise your work and adapt to multiple requests, Customer Focus
• Connecting with others
• Attention to detail
• Prioritisation
• Communication
• Adaptability

Our Legal Services teams are dedicated to supporting clients in their hour of need. We work hard, go the extra mile and hit targets to make sure their cases are resolved in a timely way. With that comes the satisfaction of knowing we've done right by our clients during life's most difficult moments.

Our probate colleagues support bereaved families as they manage the legal and financial processes surrounding the money, property, and possessions of a person who's died. Our probate teams are experts at what they do and are supported by innovative AI tools and case management technology. Our wills and estate planning teams help clients make a will that's right for their circumstances. It's vital that in their hour of need, clients can make informed choices about their legal planning, and our wills and estate planning colleagues discuss their wishes and offer expert guidance and support. Our trusted family law colleagues help clients navigate a wide range of important life moments including divorce, legal separation and child custody matters. We recruit for a variety of qualified and non-qualified roles, and no matter which part of the team you join, you'll get comprehensive training and a wide range of options to develop your skill set without breaking the bank. Our personal injury solicitors and litigation lawyers are committed to getting the best outcomes for our clients. Each year, they secure millions of pounds in compensation for people who have been injured in accidents through no fault of their own. Our medical negligence team works tirelessly to secure compensation for those who have suffered due to medical negligence or accidents caused by healthcare professionals. Building a career as a medical negligence solicitor at Co-op Legal Services offers you the chance to make a real difference and have a visible impact on the wellbeing of your clients., At Co-op, we're passionate about doing great work for the communities we trade in. That means having the right people, from all walks of life and backgrounds, in our team to serve them. Take a look below how to become one of our colleagues.

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:

Benefits

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• 30% discount on Co-op products and 10% off other brands
• Stream - early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle-to-work scheme
• Coaching, training and support such as study leave, to help you develop your skills and progress your career
• Pension with up to 10% employer contributions
• Incentive scheme up to 10% after probation
• 28 days holiday plus bank holidays (rising to 32 in line with service)
• Wellbeing benefits to support your physical financial and mental health
• Discounts on Co-op products and services

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.,