Customer Care Advisor Salary: £33,100.44 per annum Location: Andover, West Way Hours: 40 hours per week 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 our three Pure values: Care Deeply – we support every family with empathy and respect Accountability – we take ownership and always do what we promise Never Settle – we improve constantly to better serve families We are now looking for a Customer Care Advisor to join our busy Andover team, supporting families via telephone and email throughout the full cremation journey. The Role This is an office-based telephony and case management role where you will support families from the first call, through to the return of their loved one’s 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 Who We’re Looking For We’re looking for someone who is empathetic and resilient — someone who can support families with care, while confidently leading them through a structured process. You will have a strong, proven track record in: 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 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 & Development Academy Discounted gym membership Cycle to Work scheme 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 helps us care more deeply. If you’d like extra support or adjustments during the recruitment process, please let us know. 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.