Customer Service Agent

4 months ago

Glasgow, United Kingdom Pure Cremation Full time

**Customer Service Advisor**

**Salary**: £25,990 per annum

**Benefits**: Pension, Health contributory Cash Plan, Death in Service, free onsite parking

**Location**: East Kilbride

Full time working and on call rota.

**The Pure family** is a group of Companies that specialises in Pure Cremation, and Pure Cremation Funeral Planning - we are very proud that our Company Pure Cremation Limited is one of the UK’s leading independent providers of direct cremations, and our Pure Funeral Planning Company was the bestselling provider of Funeral Plans in the UK in 2021.

We have incredibly talented teams who provide the highest standard of care to our customers and their loved ones, and this isn’t just what we think. it’s what our fantastic 15,000 customer 4.9* Trustpilot reviews think too.

**Summary Duties and Responsibilities of Role**:

- To receive inbound enquiries regarding direct cremations from bereaved families and act on instructions from them.
- To interact and advise families on our services and understand their needs and the practicalities surrounding these.
- To complete relevant legal paperwork regarding cremations.
- To Interact with relevant authorities.
- To make outbound calls to customers who have enquired through various marketing channels about our direct cremation plans with the objective of answering any queries regarding the plans and setting up sales. Calls to be made in line with the Company’s process and procedures and prevailing best practice.
- To participate in an on-call out of hours rota.
- To act as a Brand Ambassador for the Company, ensuring that all activity undertaken reflects the company in a positive way and delivers exemplary Customer Services.

**Key Skills required**:
**Communication** - Possess a professional telephone manner with proven experience of dealing with older customers. Have excellent listening and communication skills to be able to answer customer questions, deliver outstanding Customer care; being especially aware that some customers may be vulnerable.

**Productivity** - Be results driven with ability to achieve work towards KPI’s set on production, quality and customer service skills.

**Accuracy** - Must have the ability to record information in an accurate way and ensure that all process and procedures are adhered with in a methodical and compliant way.

**IT Skills** - computer literacy and knowledge of MS Office.

**Customer Champion** - Act in a manner that ensures the Customer receives a positive experience of the Company.

**Personal Attributes**:

- Excellent interpersonal, communication and listening skills at all levels
- Able to demonstrate empathy, sensitivity, kindness and patience
- Resilient with a real desire for success and helping others
- Can-do attitude, self-motivated
- High level attention to detail and accuracy

**We provide**:

- Full training of how to arrange and record a funeral so you can excel in your job. No Funeral experience is required.
- A rapidly growing company with ambitious plans and the chance to grow personally as new opportunities arise.
- A friendly and fun team who like working together and helping each other out.

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.

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