Customer Care Advisor

Salary: £33,100.44 per annum

Hours: Full-time, 40 hours per week, working on a Saturday to Wednesday rota, including some Bank Holidays.

Due to continued growth and expansion, we’re excited to be recruiting for Customer Care Advisor roles at Pure Cremation – the UK’s leading provider of direct cremation and funeral planning services.

When a loved one dies, it can be one of the most traumatic and overwhelming moments in someone’s life. As the UK’s leading provider of direct cremation services, we deliver a simple, dignified and trusted service - our Customer Care teams guide families through each step of the legal and practical cremation process with care and confidence.

Since 2015, Pure has grown rapidly and is now the market leader in a fast‑growing sector, with more 5‑star Trustpilot reviews than any competitor.

Our success is built on three simple values:

• Care Deeply – we treat every family with empathy and compassion
• Accountability – we take responsibility and do what we promise
• Never Settle – we constantly improve how we serve families

We are now looking for a Customer Care Advisor to join our busy Andover team, supporting families primarily via telephone and email.

The Role

This is an office-based telephony role, supporting families from the first call through to the return of ashes.

You will provide clear guidance on the cremation and legal process, balancing empathy with professionalism and confident communication. Families rely on you to bring calm, clarity and structure at a difficult moment — so resilience, accuracy and the ability to stay composed are essential.

You will manage your own portfolio of cases, ensuring every family receives dependable guidance, timely updates and a seamless experience.

What You'll Be Doing

• Handling inbound calls from families who are recently bereaved
• Providing clear, structured explanations of the cremation and legal process
• Guiding families confidently through next steps and required documentation
• Managing your own caseload from first contact through to completion
• Recording information accurately within the CRM system
• Liaising with doctors, coroners, mortuaries and medical examiners
• Booking cremations and ensuring all documentation is correct and compliant
• Responding promptly to queries and keeping families consistently updated
• Handling concerns or complaints professionally and with sound judgement
• Ensuring all actions meet regulatory and internal compliance and quality standards

What We're Looking For

• We’re looking for someone who combines excellent customer service skills with empathy and professionalism.
• Customer service
• Contact centres
• Case management
• Healthcare, legal, insurance, social care or other regulated environments

Most importantly, you are someone who is able to - stay calm, composed and professional while supporting vulnerable customers, and you can balance compassion with clear, confident communication..

Key skills

• Exceptional telephone communication skills
• Exceptional telephone communication skills
• Ability to show empathy while providing structure and direction
• Emotional resilience and a calm approach in sensitive situations
• Strong attention to detail and accuracy
• Excellent organisational and case‑management skills
• Ability to follow structured processes and compliance requirements
• Confident using CRM or case‑management systems

Our Benefits

• 30 days holiday plus bank holidays
• Bupa Health Cash Plan
• Life Assurance
• Company Pension / SMART Pension option
• Family-friendly benefits
• Employee Assistance Programme (24/7 access)
• Comprehensive induction programme
• Learning and Development Academy
• Discounted gym membership
• Cycle to Work scheme

Please note that, depending on the requirements of the role, we may 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 contact us on 07469 400065 or email us at hr.recruitment@purecremation.co.uk