Helpline Advisor Job

Stephensons Solicitors LLP; Wigan; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Free parking

Well-being package

Early monthly pay scheme

Salary sacrifice pension

Job summary

Stephensons is seeking a committed Helpline Advisor to be the first point of contact for individuals seeking legal assistance in their Wigan office. You will handle a range of legal enquiries from third-party organisations, delivering clear guidance by phone and signposting to appropriate options.

This role requires managing a high volume of enquiries with accuracy, maintaining records, and upholding client care standards while representing Stephensons professionally.

Qualifications

• Minimum of 5 GCSEs (or equivalent) at Grade C/4 or above, including English and Maths (relevant work experience will be considered).
• Previous customer service experience.
• Excellent telephone manner and customer care skills.
• Excellent interpersonal and communication skills.
• Ability to maintain confidentiality at all times.

Responsibilities

• Handle inbound and outbound calls and emails related to legal enquiries.
• Provide general legal and signposting advice across various matters.
• Deliver high standard of customer service on every interaction.
• Identify options and next steps for individuals seeking legal assistance.
• Check policy wording to determine insurance cover where applicable.
• Arrange claim forms when required.
• Manage a high volume of enquiries and prioritise effectively.
• Maintain accurate records on the case management system.
• Ensure compliance with Client Care and Complaints Procedures.
• Build positive relationships with clients, colleagues and third parties.
• Promote Stephensons brand through professional client interactions.
• Meet agreed service standards and manage workload efficiently.

Skills

Customer service

Telephone skills

Communication

Confidentiality

Organisational skills

Education

GCSEs (incl. English & Maths)

Tools

CRM systems

Job description

Helpline Advisor

Location: Wigan, WN3 5BA – You need to be able to comfortably commute to this location as this is an office based role.

Hours: 35 hours per week, Monday to Friday, 10am to 6pm.

• Are you passionate about delivering excellent customer service and helping people when they need support most?
• Do you enjoy speaking with people, solving problemsand working in a fast-paced environment where no two days are the same?

If you're looking for a rewarding role where you'll be the first point of contact for individuals seeking legal assistance, we'd love to hear from you.

The Role

As a Helpline Advisor at Stephensons, you'll be responsible for handling new legal enquiries received through a range of third-party organisations, including insurance companies and trade unions.

You'll be the first point of contact for clients seeking guidance, providing general legal and signposting advice over the telephone, identifying available optionsand delivering a high standard of customer service throughout the enquiry process.

This is an exciting opportunity to join a supportive team where you can develop your communication, problem-solving and client care skills while helping individuals access legal support when they need it most.

Working in a busy and rewarding environment, you'll manage a high volume of enquiries, maintain accurate recordsand play an important role in promoting the Stephensons brand and reputation for exceptional client service.

What You'll Be Doing

• Handling inbound and outbound telephone calls and emails relating to legal enquiries.
• Providing general legal and signposting advice across a variety of legal matters.
• Delivering a high standard of customer service on every interaction.
• Identifying available options and next steps for individuals seeking legal assistance.
• Checking policy wording where appropriate to determine whether insurance cover may be available.
• Arranging for claim forms to be completed when required.
• Managing and prioritising a high volume of enquiries effectively.
• Maintaining accurate records on the case management system.
• Ensuring compliance with Client Care and Complaints Procedures.
• Building positive relationships with clients, colleagues and third-party organisations.
• Promoting the Stephensons brand through professional and helpful client interactions.
• Managing your workload effectively and meeting agreed service standards.

About You

We welcome applicants with a wide range of strengths, thinking styles and lived experiences. We're happy to discuss any workplace adjustments or support that would help you perform at your best, including communication preferences, assistive tools, or environmental changes.

We're looking for someone who can:

• Deliver an outstanding customer experience with confidence and professionalism.
• Remain calm and composed when dealing with high volumes of enquiries.
• Communicate clearly and effectively over the telephone and by email.
• Build strong relationships with clients and colleagues.
• Manage competing priorities and work effectively in a fast-paced environment.
• Work independently whilst contributing positively to a team.
• Handle sensitive and confidential information with discretion.
• Demonstrate excellent organisational and time management skills.
• Take a proactive approach to problem-solving and client support.
• Represent Stephensons in a professional, approachable and positive manner.

Essential

You will need:

• A minimum of 5 GCSEs (or equivalent) at Grade C/4 or above, including English and Maths (relevant work experience will also be considered).
• Previous customer service experience.
• Excellent telephone manner and customer care skills.
• Excellent interpersonal and communication skills.
• A professional, confident and approachable manner.
• Strong listening skills and attention to detail.
• The ability to maintain confidentiality at all times.

Desirable

It’s helpful, but not essential, if you also have:

• Previous telephone-based customer service experience.
• Experience working within insurance, legal or professional services environments.
• Good keyboard and IT skills.
• Experience using case management or CRM systems.
• Knowledge of legal services or legal enquiry handling.
• We also look for individuals who embody our brand values: approachable, flexible, inclusive, resilient and supportive.

We look for colleagues who embody our values of approachable, flexible, inclusive, resilient and supportive.

Why Stephensons?

Stephensons is an award winning, top 150 law firm with a strong commitment to the future growth and development of the business. Recognised as a Sunday Times Best Place to Work in 2025 and 2026 and with Investors in People Gold accreditation, we are genuinely committed to helping our colleagues thrive. Stephensons provides an exciting place for long term career development and progression. Whilst we do look for highly motivated and driven individuals, we also have a strong commitment to work life balance and flexibility.

Discover more about what it’s like to work for us Here

What We Offer

Click here to view further details of our benefits package.

• Generous annual leave (increasing with service)
• Salary sacrifice pension scheme
• Early monthly pay scheme
• Life assurance
• Holiday sale & purchase scheme*
• Well‑being package (financial, physical & mental health support)
• Free parking
• Enhanced maternity & paternity pay*
• Will writing service*
• Season ticket & travel support
• Payroll giving scheme
• Social events & clubs
• Reward & recognition schemes
• Internal referral scheme
• Retail vouchers/cashback schemes
• Free eye tests
• Cycle to work scheme

*Service‑length conditions apply.