At a Glance
- Tasks: Support customers with their funeral plans and ensure positive outcomes.
- Company: Join the Pure Group, a leading provider in end-of-life planning.
- Benefits: Enjoy a friendly environment, health plans, and career development opportunities.
- Other info: Be part of a supportive team that values diversity and inclusion.
- Why this job: Make a real difference in people's lives while growing your career.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 24000 - 28000 £ per year.
At the Pure Group, we’re looking for a caring, professional, and customer focused Customer Service Agent to join our growing Planning Ahead team in Andover. This is a rewarding opportunity for someone who genuinely enjoys helping people, takes pride in delivering excellent customer service, and wants to make a real difference to our plan holders and their loved ones.
Who Are We? The Pure Group was formed with the primary focus to disrupt the market and has grown into a leading group of companies specialising in end of life and later life planning, including funeral plans, insurance products, and cremation services. We are direct to consumer and FCA regulated, with phenomenal brand awareness and more 5 star Trustpilot reviews than any of our competitors. We are proud to be Britain’s favourite funeral plan provider, supporting customers with care, empathy, and professionalism every single day.
At Pure, we Care Deeply about our customers and each other, we Take Accountability for everything we do, and we Never Settle for second best.
The Role As a Customer Service Agent, you will be part of our dedicated Planning Ahead team, supporting existing plan holders with a wide range of enquiries relating to their funeral plans and customer accounts. You’ll be speaking with customers over the phone, by email, and through written correspondence, helping to answer questions, update records, provide reassurance, and ensure every interaction delivers a positive customer outcome.
This role is ideal for someone who enjoys building trust with customers, has excellent attention to detail, and can confidently manage sensitive conversations with empathy and professionalism.
You will also:
- Support plan holders with general account and plan enquiries
- Maintain accurate customer records across CRM and payment systems
- Ensure clear and compliant audit trails are maintained
- Identify and support vulnerable customers appropriately
- Work within FCA and internal process guidelines
- Handle expressions of dissatisfaction professionally and sensitively
- Liaise with wider departments to support the customer journey
- Deliver excellent quality and service standards at all times
What We’re Looking For We’re looking for someone who is:
- Passionate about customer service
- Calm, empathetic, and emotionally resilient
- Comfortable handling sensitive conversations
- Organised with strong attention to detail
- Confident using multiple systems simultaneously
- Able to work effectively in a fast paced environment
- A strong communicator both verbally and in writing
- Adaptable and supportive within a team environment
Experience Required
- Experience within a customer service or call centre environment
- Experience working within FCA or regulated environments is desirable
- Strong administration and record keeping experience
- Experience handling customer queries and complaints professionally
- Good working knowledge of Microsoft Office and CRM systems
Working Hours
- 37.5 hours per week
- 5 day rota including one or two weekend days
- Day off during the week where applicable
Benefits include:
- 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
Why Join Pure? Working at Pure means joining a fast growing, ambitious, and supportive organisation where your work genuinely matters. You’ll be part of a team that helps people plan ahead with confidence and peace of mind, whilst developing your own career in a business that continues to grow.
If you are passionate about customer service and want to be part of a company that truly makes a difference, we would love to hear from you.
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. The Pure Group strives to be an equal opportunity employer. We welcome applications from all backgrounds - regardless of age, gender, ethnicity, sexual orientation, disability, religion or belief. We celebrate difference because we believe it enriches our work and strengthens the way we support one another. If you need any additional support or adjustments during the recruitment process, please let us know.
Customer Service Agent in Andover employer: Pure Cremation
At the Pure Group, we pride ourselves on being a caring and professional employer that values customer service and employee growth. Located in Andover, our supportive work culture fosters teamwork and empathy, allowing you to make a real difference in the lives of our plan holders while enjoying benefits like a health cash plan, pension options, and a friendly environment with free on-site parking. Join us to be part of a fast-growing organisation where your contributions truly matter and where we celebrate diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent in Andover
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Pure Group. Understand their values and what makes them tick. This way, you can show how your passion for customer service aligns with their mission.
✨Tip Number 2
Practice your empathy skills! Since you'll be handling sensitive conversations, think of scenarios where you might need to reassure customers. Role-play with a friend or family member to get comfortable with these discussions.
✨Tip Number 3
Show off your organisational skills! Be ready to discuss how you keep track of customer records and manage multiple systems. Maybe even bring examples of how you've handled similar tasks in past roles.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Pure Group family. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Agent in Andover
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for helping others shine through. Share specific examples of how you've gone above and beyond for customers in the past. We want to see that you genuinely care about making a difference!
Be Clear and Concise:Make sure your application is easy to read and straight to the point. Use clear language and avoid jargon. Remember, we appreciate attention to detail, so double-check for any typos or errors before hitting send!
Tailor Your Application:Take a moment to customise your application for the Customer Service Agent role. Highlight relevant experience and skills that match what we're looking for, like handling sensitive conversations or working in a fast-paced environment. This shows us you're serious about joining our team!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you'll be able to showcase your application in the best light. Plus, it helps us keep everything organised on our end!
How to prepare for a job interview at Pure Cremation
✨Understand the Company Values
Before your interview, take some time to really understand the core values of the Pure Group. They care deeply about their customers and each other, so think about how you can demonstrate these values in your answers. Show that you’re not just looking for a job, but that you genuinely want to contribute to their mission.
✨Prepare for Sensitive Conversations
As a Customer Service Agent, you'll be handling sensitive topics. Think of examples from your past experiences where you've managed difficult conversations with empathy and professionalism. Practising these scenarios can help you feel more confident during the interview.
✨Showcase Your Attention to Detail
The role requires strong attention to detail, especially when maintaining customer records. Be ready to discuss how you ensure accuracy in your work. You might even want to bring up specific tools or methods you use to stay organised and precise.
✨Demonstrate Your Passion for Customer Service
Make sure to convey your passion for helping others throughout the interview. Share stories that highlight your commitment to excellent customer service and how you’ve gone above and beyond to support customers in previous roles. This will resonate well with the interviewers at Pure.
