Job Description

Customer Support Assistant
£25,430 plus excellent benefits including 28 days holiday (Work Level 6C)
Manchester city centre, full time office-based role

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

What you’ll bring

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:

• 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 clients who are facing a difficult time in their lives

• The ability to prioritise your work and adapt to multiple requests

Why Co-op?

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:

• 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

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.

We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion