Customer Care Advisor (Weekends Only)

Pure Cremation; Sworton Heath; On-site; GBP 20,000 - 25,000; Full time

Job summary

A prominent funeral service provider in the UK is seeking passionate Customer Care Team Members. This role involves taking calls, managing customer enquiries, and organizing legal paperwork for cremations. Ideal candidates should have excellent communication skills and a commitment to outstanding customer service. Flexible shifts are available, focusing on a minimum of 12 hours over the weekend.

Benefits

30 days holiday including bank holidays (pro rata)

Family friendly occupational benefits

Employee Assistance Programme

Comprehensive induction

Learning and Development Academy

Discounted gym membership

Cycle to work

Qualifications

• Proven track record in delivering excellent customer service.
• Experience of keeping accurate records or passing audits.
• Ability to adapt quickly to meet business needs.

Responsibilities

• Take incoming calls and answer customer enquiries.
• Keep accurate records of customer enquiries in CRM.
• Organise the legal paperwork required for a cremation.

Skills

Excellent listening and communication skills

Accuracy in recording information

IT Skills

Empathetic towards others

Problem-solving ability

Positive can-do attitude

Job description

Overview

Due to continued growth and expansion, we are excited to be recruiting for Customer Care Team Member roles! We have various shifts available across Saturday and Sunday, as long as you can commit to a minimum of 12 hours across the two days. As we grow, so does our need for passionate, driven individuals who care deeply about delivering exceptional customer service and making a real difference to the families we support every day. This is a fantastic opportunity to join a fast-moving, innovative business at the forefront of change in the funeral sector.

Responsibilities

• Take incoming calls, answer customer enquiries and take instructions.
• Ensure that all necessary information is captured and recorded accurately within our customer care system.
• Articulate the legal requirements at the point of death and the company's procedures and processes applicable.
• Keep accurate records of customer enquiries and arrangements; ensure they are logged on to our CRM system.
• Clearly explain, in simple language, the services we offer and make sure that it is what the client requires.
• Organise the legal paperwork required for a cremation.

Key Skills and Attributes

• Excellent listening and communication skills to answer customer questions, extract appropriate information and deliver outstanding customer care; especially aware that some customers may be vulnerable.
• Accuracy – obtain and record information in an accurate way and ensure all processes and procedures are adhered to in a compliant manner.
• IT Skills – become expert in the use and application of the systems and technology available to fulfil the role and ensure 100% adherence to processing instructions in line with the company's process and procedures.
• Customer Champion – act in a manner that ensures the applicant is updated as agreed and that both they and the deceased are treated with respect and dignity; ensuring the highest professional standards at all times and progressing each case to meet or exceed our SLAs.

Personal Capabilities

• Experience of keeping accurate records or passing audits.
• Good telephone manner and communication skills.
• Ability to solve problems.
• Proven track record in delivering excellent customer service.
• Working with accuracy in accordance with detailed procedures.
• Flexible positive approach with ability to adapt quickly to meet business needs.
• Empathetic towards others, sensitive to their needs, kind and patient.
• Resilient, welcoming change and having a real desire for success and helping others.
• Positive can‑do attitude and real self‑motivation with a drive to succeed.
• Critical eye and attention to detail and accuracy.

About The Pure Group

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 than five reviews on Trustpilot than any of our competitors, with focused ambition for continued growth, whilst maximising our competition edge. We have strong Pure Values, and take pride in caring deeply about our customers and their loved ones.

Benefits

• 30 days holiday including bank holidays (pro rata)
• Family friendly occupational benefits
• Employee Assistance Programme, including access 24/7
• Comprehensive induction
• Learning and Development Academy
• Discounted gym membership
• Cycle to work
• Friendly and supportive, modern working environments

Closing Remark

If you are wanting to join a group that is fast moving, makes things happen, and has the means to invest in its future and its people – and truly respects what you do then this could be just the job you are looking for.