Planning Ahead Customer Service AgentSalary: £30,567.30 per annumLocation: AndoverHours: 37.5 hours per weekAt 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 RoleAs 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 enquiriesMaintain accurate customer records across CRM and payment systemsEnsure clear and compliant audit trails are maintainedIdentify and support vulnerable customers appropriatelyWork within FCA and internal process guidelinesHandle expressions of dissatisfaction professionally and sensitivelyLiaise with wider departments to support the customer journeyDeliver excellent quality and service standards at all timesWhat We're Looking ForWe're looking for someone who is:Passionate about customer serviceCalm, empathetic, and emotionally resilientComfortable handling sensitive conversationsOrganised with strong attention to detailConfident using multiple systems simultaneouslyAble to work effectively in a fast paced environmentA strong communicator both verbally and in writingAdaptable and supportive within a team environmentExperience RequiredExperience within a customer service or call centre environmentExperience working within FCA or regulated environments is desirableStrong administration and record keeping experienceExperience handling customer queries and complaints professionallyGood working knowledge of Microsoft Office and CRM systemsWorking Hours37.5 hours per week5 day rota including one or two weekend daysDay off during the week where applicableOur Benefits:Generous 30 days holiday plus bank holidays.Cycle to work schemeBupa 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. All gaps in your CV must be disclosed.We reserve the right to close this advertisement early if we receive a high volume of suitable applications.Equal OpportunitiesThe 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.