Senior Customer Advisory Lead – Compassionate Support & Coaching Specialist – Remote & Hybrid Opportunities at brighthush

About brighthush and the Opportunity

At brighthush, we believe that every person deserves compassionate, expert guidance during life’s most pivotal moments. As a member‑owned organization, we put people and communities first, empowering our teams to deliver high‑quality service while fostering a culture of growth, inclusivity, and purpose. We’re looking for a Senior Customer Advisory Lead to join our Support Team and help shape the future of customer experience across our legal services portfolio.

This role is remote‑first with the flexibility to work from one of our UK hubs in Sheffield, Stratford‑upon‑Avon, or Bristol. If you prefer a hybrid schedule, you can also choose to spend part of your week in one of these offices. For more details on our hybrid working policy, visit our hybrid working guide.

Why This Role Matters

As a Senior Customer Advisory Lead, you’ll be at the heart of our mission: supporting people through some of life’s most significant moments. Your work will directly influence the quality of service our customers receive, while also nurturing the next generation of advisors. By coaching, mentoring, and leading by example, you’ll help create positive outcomes for both our clients and your colleagues.

Key Responsibilities

• Coaching & Development: Mentor junior advisors, providing constructive feedback, skill‑building sessions, and performance coaching to elevate their service delivery.
• Lead by Example: Handle complex customer interactions when required, demonstrating the highest standards of empathy, professionalism, and problem‑solving.
• Performance Management: Drive team and departmental targets through effective coaching, quality monitoring, and data‑driven insights.
• Quality Assurance: Review calls, identify trends, and recommend improvements that enhance both customer satisfaction and colleague performance.
• Recruitment & Onboarding: Support hiring initiatives, conduct onboarding sessions, and ensure new hires are integrated smoothly into the team.
• Cross‑Functional Collaboration: Build strong relationships with the Probate team and other brighthush business units to foster collaboration and knowledge sharing.
• People Processes: Facilitate performance and attendance conversations, escalating issues when necessary, and provide cover for the team manager to maintain service continuity.
• Continuous Improvement: Champion a culture of learning by staying current on industry best practices, new tools, and emerging customer needs.

Essential Qualifications & Experience

• Proven track record of delivering strong performance in a customer‑facing role, ideally with coaching or support responsibilities.
• Experience setting and achieving performance targets, motivating teams, and driving continuous improvement.
• High emotional resilience and a calm, professional demeanor in challenging situations.
• Excellent communication skills, with the ability to build rapport across diverse audiences.
• Proficiency with digital tools, including Microsoft Office, CRM systems, and data analytics platforms.
• Adaptability to changing priorities in a fast‑paced environment, and a willingness to help colleagues embrace change.

Preferred Qualifications

• Background in legal or financial advisory services, with a deep understanding of probate or related processes.
• Experience in a member‑owned or cooperative business model.
• Knowledge of hybrid and remote workforce best practices.
• Certification in coaching, mentoring, or performance management.

Skills & Competencies for Success

• Customer‑Centric Mindset: Passion for delivering exceptional service and a genuine desire to help people.
• Leadership & Influence: Ability to inspire, guide, and develop others while maintaining a collaborative spirit.
• Analytical Thinking: Strong data literacy to interpret call metrics, identify trends, and recommend actionable improvements.
• Tech Savvy: Comfortable navigating multiple digital platforms and troubleshooting technical issues.
• Time Management: Efficiently balance coaching duties, call handling, and administrative responsibilities.
• Inclusivity: Commitment to creating a welcoming environment for all team members, regardless of background.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. You’ll have access to:

• Structured learning paths and mentorship programs tailored to your career goals.
• Regular workshops on emerging industry trends, customer experience best practices, and leadership skills.
• Opportunities to take on cross‑functional projects, expanding your skill set and visibility across the organization.
• Clear progression routes from Senior Advisor to Team Lead, Manager, and beyond.

Work Environment & Culture

Our culture is built on trust, transparency, and a shared commitment to community impact. You’ll experience:

• A flexible, hybrid work model that supports work‑life balance.
• A collaborative team that values diverse perspectives and encourages open dialogue.
• Regular virtual team events, knowledge‑sharing sessions, and informal “coffee chats” to build camaraderie.
• Inclusive policies that celebrate differences and provide accommodations for all employees.

Compensation & Perks

We offer a competitive salary range of £26,500 to £28,000 per year, complemented by a suite of benefits designed to support your well‑being and future:

• Annual performance‑based bonus.
• 28 days holiday (increasing to 32 days with service) plus bank holidays.
• Employer‑matched pension plan with up to 10% contribution.
• 30% discount on brighthush products and 10% off partner brands.
• Early access to a portion of your pay through our Stream program.
• Virtual healthcare, including GP appointments, mental health support, nutrition, and fitness advice.
• 24/7 colleague support service.
• Comprehensive training and career development resources.
• Cycle‑to‑work scheme.

Our Commitment to Diversity & Inclusion

brighthush is proud to be part of the Disability Confident scheme and welcomes applications from all backgrounds. We are committed to creating a workplace where everyone feels valued, supported, and empowered to succeed. If you require any adjustments during the recruitment process, we’ll gladly accommodate your needs.

How to Apply

Ready to make a difference? Submit your application through our streamlined process at jobs.brighthush.co.uk/apply-process. Please note that we may close applications early if we find the right candidate. We encourage you to apply promptly to secure your spot.

Learn More About brighthush

Discover our values, culture, and the impact we’re making at jobs.brighthush.co.uk/diversity-inclusion. For a deeper dive into our hybrid working policy, visit .

We look forward to welcoming you to the brighthush family, where your expertise will help shape the future of compassionate customer service.