Customer Care AdvisorSalary: £33,100.44 per annumLocation: Andover, West WayHours: 40 hours per weekWhen 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 respectAccountability – we take ownership and always do what we promiseNever Settle – we improve constantly to better serve familiesWe 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 RoleThis 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 DoingHandling inbound calls from families who are recently bereavedProviding clear, structured explanations of the cremation and legal processGuiding families confidently through next steps and required documentationManaging your own caseload from first contact through to completionRecording information accurately within the CRM systemLiaising with doctors, coroners, mortuaries and medical examinersBooking cremations and ensuring all documentation is correct and compliantResponding promptly to queries and keeping families consistently updatedHandling concerns or complaints professionally and with sound judgementEnsuring all actions meet regulatory and internal compliance and quality standardsWho We're Looking ForWe'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 serviceContact centresCase managementHealthcare, legal, insurance, social care or other regulated environmentsMost 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 SkillsExceptional telephone communication skillsAbility to show empathy while providing structure and directionEmotional resilience and a calm approach in sensitive situationsStrong attention to detail and accuracyExcellent organisational and case management skillsAbility to follow structured processes and compliance requirementsConfident using CRM or case management systemsOur Benefits30 days holiday plus bank holidaysBupa Health Cash PlanLife AssuranceCompany Pension / SMART Pension optionFamily-friendly benefitsEmployee Assistance Programme (24/7 access)Comprehensive induction programmeLearning & Development AcademyDiscounted gym membershipCycle to Work schemeEqual 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 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.