At 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 Role
As 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 enquiries
- Maintain accurate customer records across CRM and payment systems
- Ensure clear and compliant audit trails are maintained
- Identify and support vulnerable customers appropriately
- Work within FCA and internal process guidelines
- Handle expressions of dissatisfaction professionally and sensitively
- Liaise with wider departments to support the customer journey
- Deliver excellent quality and service standards at all times
What We’re Looking For
We’re looking for someone who is:
- Passionate about customer service
- Calm, empathetic, and emotionally resilient
- Comfortable handling sensitive conversations
- Organised with strong attention to detail
- Confident using multiple systems simultaneously
- Able to work effectively in a fast paced environment
- A strong communicator both verbally and in writing
- Adaptable and supportive within a team environment
Experience Required
- Experience within a customer service or call centre environment
- Experience working within FCA or regulated environments is desirable
- Strong administration and record keeping experience
- Experience handling customer queries and complaints professionally
- Good working knowledge of Microsoft Office and CRM systems
Working Hours
- 37.5 hours per week
- 5 day rota including one or two weekend days
- Day off during the week where applicable
- Cycle to work scheme
- Bupa 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.
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 strengthens the way we support one another. If you need any additional support or adjustments during the recruitment process, please let us know.
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