Customer Care Advisor Nights 2

**Exciting News for the Pure Group**

As part of our exciting fast pace growth and significant investment, we are **expanding** our **Customer Care Advisor (Nights) Team **at **Andover Hampshire**

So if you are living in the Hampshire area, and would like to join our amazing Customer Care Team as a Customer Care Advisor, then don’t hesitate to contact us

**Who Are We?**

The Pure Group is a highly successful business - we are the market leaders and the best-known brand in a growing sector.

Our customers know us, love speaking to us and really value the service we offer, but it’s not just what we think, it’s what our customers say through our thousands of 5 star Trustpilot reviews

**What makes a great Customer Care Advisor?**

You will be an outstanding, true professional, with a strong empathetic tone, 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.

**Salary and Benefits**

**Competitive Salary of £36,010.96 per annum**

**Hours**: 20:30-08:30 - 4 nights on, 4 nights off

Flexibility will be required to meet the evolving needs of the business.

**Our Benefits**:

- Generous 27 days holiday
- Cycle to work scheme
- Bupa Health Cash Plan and Life Assurance, upon successful completion of probation.
- Employee Assistance Programme, including a 24/7 confidential support service.
- Auto enrolment into Company Pension, or option for SMART Pension.
- A friendly working environment with free on-site parking.

**Summary Duties and Responsibilities of Role**:

- Taking inbound calls, answering customer enquiries and taking instructions depending on the outcome.
- Achieve set Quality and Performance targets
- Being able to articulate the legal requirements at the point of death and the Company’s procedures and processes which would be applicable.
- Thoroughly understand our products features and be able to clearly and concisely explain them to our potential customers
- Ensure all payment details are accurately recorded and transacted
- Record all information within the CRM system accurately and compliantly.
- Liaising with other professionals when applicable and gaining such certification as may be necessary.
- Acting as a first point of contact for the field operatives to query instructions and plan deviations
- Managing our collections and deliveries across England and Wales
- Producing routes, tasks and documentation for our field operatives
- Ensuring that each scheduled route is optimised for efficiency and customer service.
- To carry out various tasks that support our day-teams.

**Key Skills Required**:

- Communication - Professional and polite telephone manner with proven Customer Service experience.
- Excellent empathetic listening and communication skills to be able to answer customer questions, and recognising vulnerabilities.
- Able to recognise what outstanding customer care looks like, and deliver it at all times to a high standard, 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 Capabilities**:

- 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.

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