Customer Care Team Member

**Customer Care Team Member (Eve/Weekends)**

**Location: Andover**

**Hours**:
20 hours per week - £16,068.17, Saturday and Sunday - 08:00-18:30

16 hours per week - £12,854.54, Saturday and Sunday - 12:30-21:00

Due to continued growth and expansion, we’re excited to be recruiting for Customer Care Team Member roles at Pure Cremation - the UK’s leading provider of direct cremation and funeral planning services. 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.

**Who Are We?**

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* reviews on Trustpilot than any of our competitors, with focussed 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. We **take accountability**, and **we never settle** for second best - working at Pure means being part of a growing, exciting Group, that makes a real difference to the people we serve.

**What makes a great Customer Care Team Member?**

You will be an outstanding, committed true professional, with strong empathetic, positive people skills, and a first-class communicator. You will be a customer champion who recognises and delivers a first-class customer experience. You will be super friendly to all, with a positive outlook on life, and a fabulous supportive team member, who also happens to live within commuting distance to Andover.

**Summary Duties and Responsibilities of Role**:

- To take incoming calls, answering customer enquiries and taking Instructions.
- Ensure that all the necessary information is captured and
- Keep accurate recorded within our customer care system.
- Being able to articulate the legal requirements at the point of death and the Company’s procedures and processes which would be applicable.
- Keeping accurate records of customer enquiries and arrangements; ensuring they are logged on to our CRM system.
- Clearly explaining, in simple language the services we offer and making sure that it is what the client requires.
- Organising the legal paperwork required for a cremation.

**Key Skills Required**:

- Communication - Have excellent listening and communication skills to be able to answer customer questions, extract appropriate information and deliver outstanding Customer care; being especially aware that some customers may be vulnerable.
- Accuracy - Must have the ability to obtain and record information in an accurate way and ensure that all process and procedures are adhered with in a methodical and compliant way.
- 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. Progressing each case to meet or exceed our SLAs and ensuring our promises are kept.

**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

**Personal Attributes**:

- Fabulous friendly personality, with a positive attitude, and strong communication and listening stills at all levels.
- You will empathetic towards others, sensitive to their need, and both kind and patient.
- You will be resilient, welcome change, and have a real desire for success and helping others
- You will have a positive Can-do attitude, and be a real self-motivator with a drive to succeed
- You will have a critical eye and attention to detail and accuracy.

**Our 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 scheme.
- Friendly and supportive, modern working environments

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