Remote Bereavement Support Advisor (Legal/Probate)

your Jared; England; Hybrid; GBP 17,000 - 21,000; Full time

Job summary

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are recruiting for a Customer Advisor (Legal) to support bereavement services in a fully remote UK role. You will engage with customers via high-volume outbound calls, offering compassionate guidance and determining Probate needs.

Working hours are 9:00am–5:00pm, Monday to Friday, with strict GDPR and SRA compliance in a regulated environment. Training is provided remotely and equipment is issued after onboarding.

Qualifications

• Experience in customer service or contact centre environment.
• Experience handling inbound and/or outbound calls.
• Strong communication and active listening skills.
• Ability to demonstrate empathy while maintaining structure in conversation.
• Able to work toward multiple performance targets.
• Attention to detail when updating customer records.
• Ability to multitask in a fast-paced environment.
• Familiarity with regulated processes and GDPR considerations.

Responsibilities

• Make high volumes of outbound calls to customers introduced by partner organisations.
• Contact customers within agreed service level agreements (SLAs).
• Offer condolences and provide sensitive, compassionate support.
• Explain practical next steps after a bereavement, including insurance guidance.
• Determine whether Probate may be required by asking structured questions.
• Identify opportunities to book Probate appointments (target ~11%).
• Follow call structures while tailoring conversations to each customer.
• Escalate complex cases to specialist teams.
• Accurately record detailed notes on the case management system.
• Meet individual and team targets for outbound calls, call quality, compliance, and probate appointments booked.
• Ensure interactions comply with GDPR, SRA requirements, and regulatory standards.

Skills

Customer service

Outbound calls

Active listening

Empathy

Target-driven

Attention to detail

Multitasking

Regulated processes

Job description

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are recruiting for a Customer Advisor (Legal) to support bereavement services in a fully remote UK role. You will engage with customers via high-volume outbound calls, offering compassionate guidance and determining Probate needs.

Working hours are 9:00am–5:00pm, Monday to Friday, with strict GDPR and SRA compliance in a regulated environment. Training is provided remotely and equipment is issued after onboarding.