Contract Type
Fixed Term
Expiry Date
Reporting to one of our Lawyer Team Managers you will provide a professional and prompt legal service to our members over the telephone.

Job Description

Cardiff (hybrid working 5-8 days in the office a month) -Initially working remotely

Competitive salary along with excellent benefits

Despite the current circumstances we are still actively recruiting for roles. In compliance with UK Government advice relating to COVID-19 this role will be remotely based in line with our current workforce and we will supply you with the tools and technologies to enable you to do so. Similarly all interviews will be conducted by google hangouts or equivalent video.

About our Commercial Division

We keep Which? independent and self-funded by bringing our advice and revenue-generating lines together to raise income from consumers and businesses. This helps pay our people and running costs, and funds our not for profit work and campaigns for fairer practices. Members Services, Tech support, Legal Services, Trusted Traders and the Endorsement scheme are part of our division. 

About the role

We are not your typical legal office and this is not your traditional legal role.  You won't be working to monthly billing targets whilst burning the midnight oil. You won't have to account for every minute worked and we really pride ourselves on our work life balance. For us it's all about the quality of the advice and the high standard of customer service we provide to our members.  

Reporting to one of our Lawyer Team Managers you will provide a professional and prompt legal service to our members over the telephone. The calls we receive are very diverse from a tenant who is unhappy with his landlord to providing advice to a member on a rogue trader – no two days are the same.

Key Responsibilities include:

  • Providing expert legal advice to customers based on a thorough understanding of relevant law.
  • Researching & responding to legal problems referred on the telephone or by email to W?L (and undertake case work if and when appropriate).
  • Maintaining professional expertise through course attendance and reading of legal journals, in line with but not limited to CPD requirements.
  • Presenting a sound knowledge of relevant law in any communications with external contacts, including media work where applicable.
  • When required, write and check articles , making sure you are meeting deadlines.
  • Advise other departments within Which? on relevant legal matters.
  • Maintain case records and update all appropriate company systems.
  • Maintain effective communication, both within the department and with other departments.
  • Carry out ad hoc duties as required.
  • Train and mentor other team members in specialist legal areas.
  • Reviewing documents and drafting letters of complaints for members

About you

It's fair to say our new colleagues find working for us very refreshing and love the variety of calls they deal with.

Our legal teams come from a variety of backgrounds including small private practices, big law firms, in house and commercial organisations.  They all put our members at the forefront of their mind when assisting them with their legal problems and ensure they provide them with the best advice. To be successful you will need to demonstrate a similar desire and be proactive in your approach.

You'll provide jargon free advice whilst still providing high levels of customer service with an eagness to continually learn as we deal with a real breadth of issues.

Ideally you will have experience in providing telephone-based advice but this is not essential.

You'll enjoy working collaboratively in a busy and vibrant team and will be passionate about providing a first class customer service. We always support flexible working where possible and pride ourselves on our work life balance and the diversity of our team.

To find out more about our team and what it's like to work for us – click on the following link:

What we'll give you in return

  • Competitive salary plus a generous 28 days holiday (plus bank holidays). 
  • Shift Pattern: 35 hour week – no weekends
  • Hybrid working 5-8 days in the office
  • Healthcare insurance
  • Private medical insurance and opportunity to participate in Vitality rewards programme - at 6 months
  • Free life assurance cover (worth at least 4x your annual salary)
  • Award-winning pension scheme of 6% with 11% after your first year
  • Flexible working
  • Free access to Which? member content
  • Free access to Which? money and legal helplines
  • Our friendly, family-feel is close to Cardiff Central train station and a stone's throw from Cardiff City Centre.

About the Which? way of life

We want you to do great work and enjoy it in a workplace that respects and empowers you. In 2019 we were a runner up in the medium-sized organisation category for Britain's Healthiest Workplace, and we signed up to the Time to Change employer pledge that protects staff against mental health discrimination. We're also a Stonewall accredited employer. 

It's a great time to join as we have just launched our new values! Click here to find out what we feel reflects what we do and how we work and to view our Which? LinkedIn page. 

Does this sound like your role? If so, we would love to hear from you.  To apply please attach your up-to-date CV and covering letter outlining why you feel this role would be great for you and what you can offer. 

At Which? we value diversity and we're committed to creating an inclusive culture where everyone is able to be themselves and to reach their full potential. We want to receive applications from all regardless of age, gender identity, disability, marriage or civil partnership, pregnancy or maternity, religion or belief, race or ethnic origin, sex, sexual orientation, transgender status, social economic background. We believe that a diverse workforce helps us to understand and create a positive impact for consumers. We want to ensure that everybody can apply and be part of our recruitment processes, and therefore when required we make reasonable adjustments to accommodate our candidates.

We’re committed to making sure our application process is accessible to everyone who would like to apply for any of our vacancies! Please reach out to if you need us to provide an alternative application method to support your accessibility needs.