Customer Experience Advisor

About the role

We are seeking a Customer Experience Advisor to join a reputable legal firm in Leeds. The role is primarily telephone‑based, supporting existing clients with queries related to their cases and ensuring a high‑quality, first‑call resolution experience.

Key responsibilities

• Handle inbound client calls and emails, providing accurate information about ongoing cases.
• Gather and verify required documentation, updating client files promptly.
• Maintain a fast‑paced caseload while delivering exceptional service standards.
• Escalate complex issues to senior team members when necessary.

Required profile

• Previous experience in customer service or a related field.
• Excellent telephone etiquette and strong communication abilities.
• Ability to work efficiently in a target‑driven, high‑volume environment.
• Team‑oriented mindset with a passion for delivering superior customer experiences.

Required skills

• No specific technical tools are required; full training will be provided.

What we offer

• Salary between £26,100 and £27,100 per year.
• Permanent position with a respected law firm in Leeds city centre.
• Comprehensive training and clear progression pathways.
• Supportive team culture and modern office environment.
• Standard benefits package, no shift work or weekend requirements.