Care Support Advisor - KnutsfordPure Cremation Ltd is a specialist Company providing Direct Cremation funeral services. We have grown rapidly since 2015 and we are now looking to recruit new members of staff to our busy arranging team; arranging funerals by telephone and e-mail.The successful candidate will be used to working in a busy, dynamic environment and offering exceptional customer services to their clients.Salary: £31.506.23 per yearHours: Full-time working to rota Monday to Friday. 08.30 - 17.00 (with one late shift per week 12.00 - 20.30). Some Bank Holiday cover.Job Purpose: To handle the complete ‘Care Support’ journey for our families. From initial enquiries and instructions, through the entire customer journey, to the final stages of Cremation and the return of ashes.To ensure that all necessary information is captured and accurately recorded within the Computer Relationship Manager (CRM) system, progressing all instructions using both internal and external resources to ensure efficient and timely adherence to the Company’s process and procedure, whilst delivering exceptional Customer Service.Summary of Responsibilities and Duties:Answering the phone on 1st instruction calls.Complete autonomy for helping a select number of families through the journey of cremation.Being able to articulate the legal requirements at the point death and the Company’s procedures and processes which would be applicable.Understand and communicate succinctly our product offering and be able to qualify out potential customers who would not be satisfied with the service we offer.Managing your own customer line and respond to questions and concerns in a timely manner.Keeping commitments and promises to our customers.Recording all information within the CRM system accurately and compliantly.Ensure that all legal compliance and verifications are gained and adhered to.Liaising with external professionals and gaining such certification as may be necessary. E.g. Doctors, Coroners and Mortuaries.Liaise with the Medical Examiner / Medical Referee to obtain correct authorisation.Booking cremations and ensuring the relevant paperwork is delivered as requiredFiling all documentation in accordance with the Company’s policy and procedures.Escalate any known or potential variance to best practice for advice and guidance before proceeding.Handle and manage your own EOD’s (Expression of Dissatisfaction) and complaints, escalating to your team leader and bringing them to a swift resolution.Adhere to the current company policy regarding data protection.Act as a Champion for Health and Safety across the teams so that all activities are conducted with Safety and People Welfare as a prime consideration.Participating in the on-call evening rota:Organising urgent collections with the reactive ambulance teams.Printing all labels and wrist bands and work sheets as required.Verifying weight and location details of the deceased for removals to ensure the Health and Safety of our ambulance team and the dignity of the deceased.Arranging the work orders for staff for the collection of the deceased from nursing homes and private residences.Skills:You'll need to have:Communication – Have excellent listening and communication skills to be able to answer customer questions, extract appropriate information and deliver outstanding Customer care; being especially aware that some customers may be vulnerable.Accuracy – Must have the ability to obtain and record information in an accurate way and ensure that all process and procedures are adhered with in a methodical and compliant way.IT Skills - Become expert in the use and application of the systems and technology available to fulfil the role and ensure 100% adherence to processing instructions in line with the Company’s process and procedures.Customer Champion – Act in a manner that ensures the applicant is updated as agreed and that both they and the deceased are treated with respect and dignity; ensuring the highest professional standards at all times. Progressing each case to meet or exceed our SLAs and ensuring our promises are kept.Personal Capabilities:Experience: Experience of keeping accurate records or passing auditsGood telephone manner and communication skillsWorking in accordance with detailed proceduresAbility to solve problemsWork with flexibility as part of a teamPersonal Attributes: Smart, professional appearanceEmotionally resilientExcellent interpersonal and communication skills at all levelsBe able to work under tight deadlines and pressureHave a positive attitudeThe above is a summary of the duties and responsibilities of the role, however you may, from time to time, be required to undertake other reasonable duties as delegated by your line manager, and as the needs of the department/business may require.We provide:Full training on how to arrange and record a funeral plan so you can excel in your job. No Funeral experience is either expected or required.PensionDeath in service benefitCash contribution health planA modern working environment with free on-site parking.A rapidly growing company with ambitious plans and the chance to grow personally as new opportunities arise.A friendly and fun team who like working together and helping each other out.If you would like to be part of The Pure Family, where your hard work and commitment will be truly valued, and you enjoy working with friendly, supportive, and welcoming people, then 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.
