Customer Care Advisor (Nights)Location: Andover –44 hours per week, 4 nights on, 4 nights off. Salary : £36,010.96 per annumWe are the Pure Group, and are looking for 3 Customer Care Advisors (Nights) to join our expanding team. So if you are living in the Hampshire area, and would like to join our amazing Customer Care Team then don’t hesitate to contact us! 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 (Nights) look like? 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. Flexibility will be required to meet the evolving needs of the business. The Role The Customer Care Advisor is responsible for taking incoming enquiries and instructions from all clients and ensuring that all necessary information is captured and accurately recorded within the CRM system, and to triage calls to relevant departments within the Pure Group, whilst delivering exceptional Customer Service.Key ResponsibilitiesTaking inbound calls, answering customer enquiries and taking instructions depending on the outcome.Communicate via phone and email to our customersAchieve set Quality and Performance targetsBeing 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 customersEnsure all payment details are accurately recorded and transactedRecord 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 deviationsManaging our collections and deliveries across England and WalesProducing routes, tasks and documentation for our field operativesEnsuring that each scheduled route is optimised for efficiency and customer service.To carry out various tasks that support our day-teams. Our Benefits 27 days holiday inclusive of bank holidays Bupa Health Cash PlanLife AssuranceCompany Pension, or option for SMART Pension. Family friendly occupational benefitsEmployee Assistance Programme, including access 24/7Comprehensive InductionLearning and Development AcademyDiscounted Gym membershipCycle to work scheme. Friendly and supportive, modern working environments, with free on-site parking! 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 OpportunitiesThe Pure Group strives to be an equal opportunity employer, and actively encourages applications from all backgrounds no matter your age, gender, gender identity, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and believe it enriches our work, drives innovation, and fosters a supportive and caring environment. We encourage you to let us know if you would like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. 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 disclosedWe reserve the right to close this advertisement early if we receive a high volume of suitable applications.
