Customer Care Advisor (Nights) – At Need

Salary: £ 37,833.12

Location: Andover
Shift Pattern: 4 on, 4 off 44 hours per week

At Pure, we're on a mission to transform the end-of-life sector through choice, exceptional service, innovation, and care.

As part of The Pure Group, we're proud to be the UK's leading direct cremation provider and one of the fastest-growing businesses in our sector. Backed by strong investment, financially secure, and continuing to grow, we help thousands of families every year through some of life's most difficult moments.

We are FCA regulated, customer-focused, and proud to have more 5-star Trustpilot reviews than any of our competitors.

The Opportunity

We're looking for a compassionate, resilient and highly organised Customer Care Advisor (Nights) to join our At Need team in Andover.

You'll be one of the first people families speak to following a bereavement, providing reassurance, guidance and practical support at a time when it matters most. You'll also help coordinate overnight operations across England and Wales.

What You'll Be Doing

• Taking inbound calls from customers and families requiring our service
• Providing clear, empathetic guidance and support following a bereavement
• Recording information accurately and compliantly within our CRM system
• Coordinating collections and transportation activities across England and Wales
• Producing schedules, routes and operational documentation for field teams
• Acting as a key point of contact for operational colleagues overnight
• Liaising with hospitals, care homes and external professionals when required
• Supporting operational continuity and preparing work for daytime teams

What We're Looking For

• Excellent communication and listening skills
• A calm, empathetic and professional telephone manner
• Strong attention to detail and accuracy
• Confidence working within detailed procedures and compliance requirements
• Strong IT and organisational skills
• Resilience when dealing with sensitive situations
• A positive, team-focused attitude

Why Join Pure?

• Be part of a growing, market-leading organization
• Work for a business that genuinely makes a difference
• Join a supportive and values-driven team
• Receive comprehensive training and development
• Build a rewarding career within a successful and expanding business

Our Benefits

• 30 days' holiday plus bank holidays
• Bupa Health Cash Plan
• Life Assurance
• Company Pension or SMART Pension option
• Family-friendly occupational benefits
• Employee Assistance Programme – 24/7 support
• Comprehensive Induction and Learning & Development Academy
• Discounted Gym Membership and Cycle to Work Scheme
• Friendly, supportive modern working environment

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.