Outbound Customer Service Sales Agent in Andover

Outbound Customer Service Sales Agent

Salary: £29,391.64 per annum plus highly attractive performance-based commission

Location: Eagle House, Joule Road, Andover

Hours: 37.5 hours per week, 5-day week, plus one weekend day (rotating) with a day in lieu

Ready for your next career move in sales?

If you’re an experienced sales professional looking to join an established market leader, develop your career and be rewarded for your performance, this could be your next move.

The Pure Group is a financially secure, established and successful business, and a leading provider in the UK’s direct cremation and funeral planning sector. With a strong market position and a clear strategy for continued growth, we’re looking for talented sales professionals to join our high-performing team in Andover.

At Pure, our purpose is simple: to make end-of-life planning more straightforward, transparent and affordable, while providing families with dignity, compassion and peace of mind.

Our values are at the heart of everything we do. We put customers first, act with integrity, treat people with compassion and always aim to do the right thing.

We’re looking for experienced sales professionals who are motivated, resilient, empathetic and genuinely customer focussed. You will share our values and want to succeed in an environment where people, quality performance, outstanding customer service, and purpose - go hand in hand.

At Pure, great sales isn’t about pressure — it’s about listening, building trust, understanding what matters to each customer and helping them make an informed decision that’s right for them.

If you are looking to join a well-established Group, in a strong market position, with a clear vision for continued growth, and want to take your sales career to the next level, then we would love to hear from you.

The Role

As an Outbound Customer Service Sales Agent you will:

• Proactively engage (via outbound calls and occasional emails) with prospects who have requested information about Pure Cremation’s direct cremation service.
• Clearly explain our service offering, pricing structure, and value-added benefits, ensuring every customer understands our straightforward approach.
• Maintain accurate records in our CRM and payment systems, guaranteeing total compliance with FCA regulations at all times.
• Identify vulnerable customers sensitively, signposting them to specialist support and always acting to deliver fair outcomes.
• Hit (and exceed!) your SLA/KPI and sales targets while maintaining an outstanding Quality Assurance score.
• Support the team by following up on website, postal, and phone enquiries, and assisting with ad-hoc tasks to keep our outbound function running smoothly.

What You’ll Bring

• Telesales Expertise: Proven experience in a business to customer sales in an outbound call-centre or sales environment, with a track record of hitting or exceeding targets.
• Exceptional Communication: A warm, clear telephone manner that puts customers at ease, combined with strong written skills for emails and CRM updates.
• Tech Proficiency: Comfortable using Microsoft Office, CRM platforms, and proprietary systems—updating customer data accurately in real time.
• Attention to Detail: Meticulous about ensuring that every customer record is complete, accurate, and compliant.
• Adaptability and Resilience: Able to handle rota changes, tight deadlines, and evolving processes—always bouncing back when a call doesn’t convert.
• Customer-First Mindset: Driven by asking What’s best for the customer? on every call, ensuring a positive and professional experience.

What We Offer

• Competitive Basic Salary and Highly Attractive Performance Based Commission: Your performance is rewarded—high achievers consistently exceed targets and unlock significant earnings.
• FCA-Compliant Training: Comprehensive training on FCA regulations, vulnerable customer handling, and ethical sales practices, so you can be confident of doing the right thing every time.
• Dedicated Support: A supportive Outbound Call Team Manager and Quality Assurance team to provide ongoing coaching and feedback..
• Flexible Rota and Work–Life Balance: Predictable weekly schedule, plus one weekend shift per rotation (with a compensatory day off).
• Collaborative Culture: Join a close-knit, friendly team that celebrates successes together—whether that’s smashing monthly KPIs or delivering an exceptional customer outcome.

Key Responsibilities (Day-to-Day)

Outbound Dialling and Follow-Up

• Proactively engage (via outbound calls and occasional emails) with prospects who have requested information about Pure Cremation’s direct cremation service.
• Clearly explain our service offering, pricing structure, and value-added benefits, ensuring every customer understands our straightforward approach.
• Maintain accurate records in our CRM and payment systems, guaranteeing total compliance with FCA regulations at all times.
• Identify vulnerable customers sensitively, signposting them to specialist support and always acting to deliver fair outcomes.
• Hit (and exceed!) your SLA/KPI and sales targets while maintaining an outstanding Quality Assurance score.
• Support the team by following up on website, postal, and phone enquiries, and assisting with ad-hoc tasks to keep our outbound function running smoothly.

2. Accurate Record-Keeping

• Log every call, email, and customer update in our CRM with precision.
• Update payment and internal systems in real time, ensuring data integrity and compliance

3. FCA Compliance and Vulnerability Screening

• Adhere strictly to FCA regulatory requirements and Pure Cremation’s internal procedures, always treating customers fairly.
• Recognise signs of vulnerability (age, bereavement, cognitive challenges), record appropriately, and refer to specialist support teams as needed.

4. Target Achievement and Quality Assurance

• Meet or exceed daily, weekly, and monthly sales targets, call volumes, and quality metrics.
• Embrace QA feedback, incorporate coaching, and continually refine your approach.

5. Team Collaboration and Flexibility

• Assist colleagues during peaks in call volume or when ad-hoc tasks arise.
• Adapt to changes—new scripts, updated processes, seasonal campaigns—while maintaining momentum.

About You

• Empathetic and Resilient: Capable of handling sensitive conversations (e.g., bereavement) with compassion and professionalism.
• Self-Motivated and Disciplined: Accountable for your own pipeline, driven to exceed targets, and willing to go the extra mile.
• Solution-Oriented: Quick to spot process bottlenecks, make suggestions for improvement, and think creatively when customers have unusual requirements.
• Team-Focused: You celebrate team wins, share best practices, and step in when a colleague needs support.

Our Benefits

• Generous 30 days holiday plus bank holidays
• Bupa Health Cash Plan (upon successful completion of probation)
• 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.

Please note that we will need to carry out appropriate pre-employment vetting through the Disclosure and Barring Service (DBS) or Disclosure Scotland, and/or Financial Conduct Authority (FCA) checks where relevant.

All gaps in your employment history must be disclosed as part of the recruitment process.

We reserve the right to close this vacancy early if we receive a high volume of suitable applications.

Equal Opportunities

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.

If you require any reasonable adjustments throughout the recruitment process, please contact us on 07469 400065 or email us at hr.recruitment@purecremation.co.uk