Customer Support AgentSalary: £31,506.23 per yearHours: Full-time (40 hours) working to rota Monday to Friday including some Bank Holiday and weekend cover.Pure Cremation Ltd is a specialist Company providing Direct Cremation funeral services. We have grown rapidly since 2015 and we are now looking to recruit new members of staff to our busy arranging team; arranging funerals by telephone and e-mail.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 Support Agent look like? The successful candidate will be used to working in a busy, dynamic environment and offering exceptional customer services to their clients.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 Support Agent 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 ResponsibilitiesAnswering 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 requiredFiling 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 rotaOur Benefits Generous 30 days holiday plus 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 disclosed.
