Customer Support Advisor

Customer Support Advisor | £21,500-£23,000 | 30 hours a week

Bring your experience to a role with shorter working days, meaningful customer contact and the opportunity to build a long-term career. If you are confident working with customers, comfortable in a professional office environment and known for being dependable, organised and thorough, this could be a great next step.

The role offers a salary of £21,500-£23,000, depending on experience, for a 30-hour working week across 6-hour days, Monday to Friday. As you progress through training and successfully complete the relevant mid-review, you will also be able to join regular overtime campaigns and top up your earnings.

BW Legal is looking for Customer Support Advisors to join our Customer and Operations Support department. We welcome experience gained in customer service, administration, office support, financial services, debt collection, professional services or any comparable role where clear communication, accuracy and good judgement matter. You do not need to have worked in a regulated environment before. We are looking for people with a solid work history, a professional approach and the commitment to become a trusted member of the team.

The role

You will help customers move forward by providing clear, practical support at the right time. Using digital portals, webchat and written correspondence, you will understand what is needed, take the appropriate action and keep accurate records so customers and clients receive a joined-up, reliable service.

Your focus will be on creating positive customer outcomes while completing work accurately and within clear service timescales. One interaction might involve arranging an affordable payment plan; another could require you to record vulnerability information sensitively or update a case following instructions from a client. Whatever the task, you will communicate clearly, listen carefully and take ownership through to the right outcome.

You will have the autonomy to manage your day, with support from an experienced team manager and colleagues whenever you need it. You will also work with clients, help resolve queries and share ideas that make the customer journey simpler and more effective. It is a varied role with plenty to learn and genuine scope to grow as your confidence and knowledge develop.

What you'll be doing

• Respond to customer questions clearly and professionally, helping each person understand the next step and completing work within agreed service timescales

• Turn client requests into prompt, accurate action and keep case records complete and up to date

• Set up and amend payment arrangements that reflect the information available and the customer's circumstances

• Handle sensitive information, including details about customer vulnerability, with care, accuracy and discretion

• Work with clients and colleagues to investigate questions, remove obstacles and reach the right resolution for the customer

You will build knowledge across several areas of the operation, giving you a broader view of the customer journey and a strong foundation for future development.

The person we're looking for

You do not need to arrive knowing our systems or sector. What you will bring is a strong professional foundation, confidence with customers and the consistency to do good work every day. You are likely to:

• Have at least 1-2 years' experience in customer service, administration, office support, debt collection, financial services, professional services or a similar role

• Communicate with confidence and empathy, including when a conversation is sensitive or a situation is more complex

• Be organised, accurate and comfortable balancing priorities while keeping work moving within clear timescales

• Take pride in delivering a positive customer experience and maintaining high standards of quality and service

• Bring a dependable, solution-focused approach, use good judgement and want to make a positive, long-term contribution to the team

Set up to succeed

We will build on the experience you already have through structured onboarding, practical learning and ongoing coaching. You will gain the technical and regulatory knowledge needed for the role, then continue developing your skills as your responsibilities grow. Previous experience in a regulated environment is helpful, but it is not essential.

Your workplace

You will be based in our modern Leeds office, just off Junction 3 of the M621. Free car parking, strong public transport links and secure cycle storage make the commute straightforward, and Leeds Train Station is around a 12-minute walk away.

If you are ready to bring your experience to a supportive team, enjoy a better-shaped working week and build a career where good customer service matters, we would be pleased to hear from you.

What you'll get in return

A 30-hour working week is only part of the package. As a Gold-accredited Investors in People employer and a Platinum-accredited Investors in Wellbeing organisation, we invest in an inclusive colleague experience where people feel supported, able to develop and safe to belong.

From day one, our in-house Learning and Development team will support you with practical, industry-leading training. As your career develops, you can continue building both technical and professional skills through coaching, mentoring, continued professional development and study support.

Hours and development: You will work 30 hours a week across five 6-hour days, Monday to Friday, with regular shift times including 9am-3pm and 10am-4pm. This gives you a consistent weekday structure while retaining a salary of £21,500-£23,000. From day one, your working hours will be aligned with your induction and practical training so you have the time and support to build confidence in the role.

Your working pattern and earning potential: Your regular shift will be confirmed as part of your working pattern and may include 9am-3pm or 10am-4pm. As you move through structured training, coaching and mid-review milestones, your knowledge and responsibilities will develop. Once you are trained and have successfully completed the relevant mid-review, you can choose to take part in overtime campaigns running throughout the month to increase your earning potential. The role also includes one Saturday in four, from 9am-3pm, paid at time and a quarter, and additional shift allowances may apply to overtime worked outside your regular pattern.

More than a salary

At BW Legal, we believe that when life feels balanced, work feels better. That's why we're committed to creating an environment where colleagues feel supported to be their best, both professionally and personally.

Our Balance Within wellbeing strategy takes a holistic approach, offering a comprehensive package of support to help you find what balance looks like for you. From health and personal development to lifestyle support, our benefits package worth over £10,000 (this includes all benefits costings), in your first year will help you thrive at work and beyond.

Benefits include:

30 hour working week

Free offsite parking (saving you up to £9 a day compared to local car parks)

23 days of annual leave, plus bank holidays

In addition, paid leave on your birthday, as well as on Christmas Eve and New Year's Eve when falling on a weekday

Flexible holiday policy: use, buy and sell holiday (within policy limits), as well as enjoy flexibility as some holiday allowance can used by the hour

Extra holiday for length of service: 1 extra day earned following your 2nd, 3rd and 4th year of service

Enhanced maternity, paternity and adoption pay

Business-casual dress code

Enjoy a Secure Future with our Financial Rewards

Be Here Living Our Values: a monthly and quarterly tax and NI free bonus based on attendance and punctuality, worth up to £828 in your first year, rising to a maximum of £4,194 by your sixth year of employment

Death in service cover: Financial protection worth six times your annual salary

Income protection: receive 75% of your salary for up to two years if you're unable to work (subject to eligibility criteria)

Discounted shopping: access discounts and savings at thousands of UK retailers with My Staff Shop (with the average user saving over £1,000 per year!)

Travel support: Free parking, bus discounts with First and Arriva, and secure cycle storage facilities.

Money4U with Leeds Credit Union: access to preferential savings and loans rates

Contributory pension scheme

British Gas discount: Access to an exclusive money-saving energy tariff for your gas and electricity

Discounted legal services: 10% off personal legal services with Chadwick Lawrence Solicitors, including conveyancing, family law and will writing

Elevate yourself with our Personal Growth Rewards

Learn and Earn: top up your income with up to £720 per year by investing in your personal and professional development outside of working hours

Learning and Development allowance: paid time to learn during working hours

Professional qualifications: financial and study support, from apprenticeships to specialist degree-level courses

Power Up your wellbeing with our Health Rewards

Free gym membership with our local partner, or discounted membership at over 3,600 gyms nationwide

On Site GP: access to a specialist prescribing GP who comes on-site fortnightly

Virtual GP: access to virtual 24/7 prescribing GP for you and your family

On-Site Physiotherapist: Support for aches, pains and injury prevention, whether you need treatment or proactive care, available at a 10% discount to our colleagues

Health cash back plan: Claim back up to £3,700 on dental, optical, physiotherapy, prescriptions and wellbeing treatments.

Discounted dentistry: Reduced rates on dental plans and 10% off treatments with Leeds Dental Clinic

Employee assistance: 24/7 helpline, including up to 8 free counselling sessions

Wellbeing supported by colleague ambassadors: dedicated champions for wellbeing, learning and development, and menopause, who listen, gather feedback, and guide colleagues to the right support and resources.

Early intervention: support for colleagues who are experiencing health issues to support them staying in or returning to work

Be Connected and Conscious with our Engagement Rewards

Colleague events: From darts and bowling to quizzes and parties, there are plenty of opportunities to connect and unwind together.

Regular charity fundraising for local causes through games, raffles and more

BW Legal is dedicated to helping you reach your full potential and thrive in our welcoming and exciting culture. Join us and be part of our success!