Customer Care Manager – 12 month Fixed Term Contract Location: Andover Hours: 40 hours per week Salary : £51,000 per annum Who Are We? The Pure Group was formed with the primary focus to disrupt the market, and has successfully grown into a very successful collective of companies, specialising in end of life and later life planning including funeral plans, insurance products and Cremation services. We are fast moving, high growth, entrepreneurial, direct to consumer, and regulated by the FCA. Our locations include Hampshire, Midlands and Scotland, with a continued expansion programme. We are the market leader, and our brand awareness is phenomenal, being the best known brand in a growing sector. We have more 5* reviews on Trustpilot than any of our competitors, with focussed ambition for continued growth, whilst maximising our competition edge. We have strong Pure Values, and take pride in caring deeply about our customers and their loved ones. We take accountability, and we never settle for second best - working at Pure means being part of a growing, exciting Group, that makes a real difference to the people we serve. We are looking for a Customer Care Manager, covering maternity leave, with a fixed term contract for 12 months. The role of Customer Care Manager is essential to manage the performance of our customer care team through the direct management of the team leaders. Ensuring that our customers calls are answered quickly, effectively and with the upmost care at all times. Summary of Responsibilities and Duties: To manage the individual performance of your team leaders on the 3 Key Performance Areas:- o Call Abandonment Rate o Days at Need o Quality Assurance and Customer Experience To act as a point of escalation for complaints within the team To work with colleagues across various departments to help drive continued improvement across the department To serve as a role model, coaching and mentoring your team leaders to help them become more effective within their role To focus on Team Leader behaviours to drive a continuous and sustainable improvement approach To conduct regular 1:1 meetings with your team leaders to review individual performance, as well as their team performance. To ensure the team rota is adequately staffed and released to the wider team in a timely manner To build a relationship with the QA team, utilizing their reporting to drive improvements in performance, identifying key areas that require improvement. To track key business information daily in order for you to make informed decisions and to give you structure To own the department scripts, ensuring that all feedback is shared with QA and that actions are taken swiftly to ensure that scripts are updated. Skills and Capabilities: People Management – proven ability of leading, coaching and motivating a team to ensure they operate and exceed performance standards. Customer Care – A high degree of customer care is paramount to the post as it involves the support of the bereaved. Performance Management – proven ability in holding a team accountable for performance. Ability to change behaviour – ability to drive a change in behaviour, through coaching, influencing and accountability. Effective Communicator - The ability to effectively communicate to your team and with the wider business. Ability to interpret data – Utilise key data to drive decisions and challenge team performance Emotional Resilience Personal Attributes: Empathetic and Compassionate – able to understand and support bereaved customers with genuine care and sensitivity. Accountable – takes full ownership for team performance, decisions, and outcomes. Emotionally Resilient – remains calm, professional, and focused under pressure and when dealing with emotionally challenging situations. Inspirational Leader – motivates and encourages others to achieve their best through role-modelling, coaching, and support. Proactive and Solution-Focused – anticipates challenges and takes initiative to resolve issues swiftly. Detail-Oriented – ensures high standards and accuracy in all aspects of work and service delivery. Adaptable and Flexible – comfortable with change and able to adjust approach to meet business and customer needs. Collaborative – works effectively with colleagues across departments to achieve shared goals. Strong Communicator – clear, direct, and professional in all forms of communication. Integrity and Professionalism – consistently demonstrates ethical behaviour, discretion, and professionalism. Our Benefits 30 days holiday plus bank holidays Family friendly occupational benefits Employee Assistance Programme, including access 24/7 Comprehensive Induction Learning and Development Academy Discounted Gym membership Cycle to work scheme. Friendly and supportive, modern working environments If you are wanting to join a Group, that is fast moving, makes things happen, and has the means to invest in its future and its people - and truly respects what you do, then this could be just the job you are looking for. Equal Opportunities The Pure Group strives to be an equal opportunity employer, and actively encourages applications from all backgrounds no matter your age, gender, gender identity, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and believe it enriches our work, drives innovation, and fosters a supportive and caring environment. We encourage you to let us know if you would like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. 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.