Legal Enquiries Advisor

Stephensons; 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

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.