Customer Care Advisor

Pure Cremation; Andover; On-site; GBP 33,000; Full time

Job summary

A leading funeral service company based in Andover, UK, is seeking a Customer Care Advisor. The role involves assisting families through the cremation process, managing customer communication effectively, and adhering to legal requirements. Ideal candidates should have strong communication skills, the ability to work autonomously, and experience in customer service. The position offers a competitive salary and generous benefits, including health plans and flexible work arrangements.

Benefits

Generous 30 days holiday plus bank holidays

Bupa Health Cash Plan

Life Assurance

Company Pension

Employee Assistance Programme

Discounted Gym membership

Cycle to work scheme

Qualifications

• Excellent communication skills required for interacting with customers.
• Ability to work autonomously and manage customer relationships.
• Experience in handling complaints and ensuring customer satisfaction.

Responsibilities

• Answer incoming customer calls promptly.
• Guide families through the cremation process with empathy.
• Manage CRM data accurately and in compliance with legal requirements.
• Handle customer complaints efficiently and escalate appropriately.
• Participate in on-call evening rotas as needed.

Skills

Communication skills

Autonomy

Customer service

Data protection compliance

Problem-solving

Job description

Customer Care Advisor

Salary: £32,136.35 per year

Hours: Full-time (40 hours) working to rota Monday to Friday including potential Bank Holiday and weekend cover.

Overview

Pure Cremation Ltd is a specialist Company providing Direct Cremation funeral services. We have grown rapidly since 2015 and we are now looking to recruit new members of staff to our busy arranging team; arranging funerals by telephone and e-mail. The Pure Group was formed with the primary focus to disrupt the market, and has successfully grown into a very successful collective of companies, specialising in end of life and later life planning including funeral plans, insurance products and Cremation services. We are fast moving, high growth, entrepreneurial, direct to consumer, and regulated by the FCA. Our locations include Hampshire, Midlands and Scotland, with a continued expansion programme. We are the market leader, and our brand awareness is phenomenal, being the best known brand in a growing sector. We have more 5

Responsibilities

• Answering the phone on first instruction calls.
• Complete autonomy for helping a select number of families through the journey of cremation.
• Articulate the legal requirements at the point of death and the Company's procedures and processes which would be applicable.
• Understand and communicate succinctly our product offering and qualify out potential customers who would not be satisfied with the service we offer.
• Manage your own customer line and respond to questions and concerns in a timely manner.
• Keep commitments and promises to our customers.
• Record all information within the CRM system accurately and compliantly.
• Ensure that all legal compliance and verifications are gained and adhered to.
• Liaise with external professionals and gain such certification as may be necessary (e.g., Doctors, Coroners and Mortuaries).
• Liaise with the Medical Examiner / Medical Referee to obtain correct authorisation.
• Booking cremations and ensuring the relevant paperwork is delivered as required.
• Filing all documentation in accordance with the Company's policy and procedures.
• Escalate any known or potential variance to best practice for advice and guidance before proceeding.
• Handle and manage own Expressions of Dissatisfaction (EODs) and complaints, escalating to your team leader and bringing them to a swift resolution.
• Adhere to the current company policy regarding data protection.
• Act as a Champion for Health and Safety across the teams so that all activities are conducted with Safety and People Welfare as a prime consideration.
• Participating in the on-call evening rota.

Benefits

• Generous 30 days holiday plus bank holidays
• Bupa Health Cash Plan
• Life Assurance
• Company Pension, or option for SMART Pension
• Family friendly occupational benefits
• Employee Assistance Programme, including access 24/7
• Comprehensive Induction
• Learning and Development Academy
• Discounted Gym membership
• Cycle to work scheme

Equal Opportunities

The Pure Group strives to be an equal opportunity employer, and actively encourages applications from all backgrounds no matter your age, gender, gender identity, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and believe it enriches our work, drives innovation, and fosters a supportive and caring environment. We encourage you to let us know if you would like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. Please note, we may need to undertake a vetting process through the Disclosure and Barring Service (DBS) or Disclosure Scotland on new employees, dependent on requirement. All gaps in your CV must be disclosed.

We reserve the right to close this advertisement early if we receive a high volume of suitable applications.