Customer Care Advisor

**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.

**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 does our successful Customer Care Advisor look like?**

They will 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.

They 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.

They will 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.

**The Role**

The Customer Care Advisor is responsible for handling the complete ‘Care Support’ journey for our families. From initial enquiries and instructions, through the entire customer journey, to the final stages of Cremation and the return of ashes.

They will ensure that all necessary information is captured and accurately recorded within the Computer Relationship Manager (CRM) system, progressing all instructions using both internal and external resources to ensure efficient and timely adherence to the Company’s process and procedure, whilst delivering exceptional Customer Service.

**Key Responsibilities**
- Answering the phone on 1st instruction calls.
- Complete autonomy for helping a select number of families through the journey of cremation.
- Being able to articulate the legal requirements at the point death and the Company’s procedures and processes which would be applicable.
- Understand and communicate succinctly our product offering and be able to qualify out potential customers who would not be satisfied with the service we offer.
- Managing your own customer line and respond to questions and concerns in a timely manner.
- Keeping commitments and promises to our customers.
- Recording all information within the CRM system accurately and compliantly.
- Ensure that all legal compliance and verifications are gained and adhered to.
- Liaising with external professionals and gaining 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 your own EOD’s (Expression of Dissatisfaction) 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

**Our 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.

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

**Equal Opportunities**

Please note, we may need to undertake a vetting process through the Disclosure and Barring Service (DBS) or Disclosure Scotland on new emp