Hybrid working: 2 days a week in our Birmingham, Leeds, or Cardiff office Permanent (full-time and part-time available) Excellent customer service depends on providing great support and advice About us: The Legal Ombudsman was set up to help resolve disputes between consumers and legal service providers. We do this by investigating complaints about the service consumers have received from their provider, and work to resolve the situation. We also share learning from investigations so that providers can improve their service and resolve complaints themselves. Last year we resolved over 10,000 disputes. About the role: Join us in this role and you’ll act as a first point of contact for members of the public and service providers who call with a general enquiry. Providing information, advice and support to customers with courtesy, dignity and respect, you’ll also assist the General Enquiries Team by responding to email queries. Identifying complaints and call escalations, and seeking guidance or taking relevant action to refer cases, we’ll also expect you to record appropriate information on cases in line with our procedures, quality standards and principles of customer service. About you: With excellent writing skills and the ability to use plain English in a clear and succinct way, you’ll be capable of adopting a communication style that fosters genuine understanding and empathy, and makes our service inclusive and accessible to all our customers. Committed to demonstrating the Legal Ombudsman’s values and behaviours, and contributing to a positive organisational culture, you’ll be ready to identify and suggest improvements to the ways we work. We’ll also expect you to maintain confidentiality, handle sensitive information appropriately and exercise discretion at all times. In addition, we’ll look for: Experience of providing a service to a diverse range of people over the telephone The ability to deal confidently with challenging or sensitive situations Strong IT skills. About our benefits: We reward our people for the hard work and commitment they show every day. We have a number of family friendly and flexible working polices that will help you achieve a healthy work-life balance. In addition, we offer a range of employee benefits which include 26 days annual leave (excluding bank holidays), the option to buy or sell annual leave, a stakeholder pension (we double your contribution up to 10%) and access to retail vouchers and discounts. Closing date: midday on the 4th December 2024 Role Start Date: 3rd March 2025 Job Type: Full-time Pay: £21,436.00-£23,061.00 per year Schedule: Monday to Friday Work Location: Hybrid remote in Cardiff, Cardiff Reference ID: LEO/1408762 Expected start date: 03/03/2025