Job Description:

Customer Service Advisor

Location: Manchester, M60 0AG

Pay Rate: £13.05 per hour (PAYE)

Contract: Currently until 31/03/2027

Working hours: Monday - Friday, 9:00am - 5:00pm 2x paid 15-minute breaks 1x unpaid 30 min lunch break

About the Role

We are looking for Customer Service Advisors to join a Funeral Plans team on a temporary basis. This is an inbound contact centre role supporting customers with a range of funeral plan enquiries and account administration tasks.

You do not need previous Funeralcare or contact centre experience. However, candidates must have experience working in an FCA-regulated environment and understand the importance of customer protection, data protection, and regulatory compliance.

Key Responsibilities

• Handling inbound customer calls and enquiries
• Assisting customers with funeral plan queries
• Processing change of address requests and account updates
• Taking customer payments
• Providing accurate information and excellent customer service
• Ensuring all interactions comply with FCA and data protection regulations
• Maintaining accurate customer records and documentation

What We're Looking For

Essential Experience

• Experience working within an FCA-regulated environment
• Strong understanding of:
• Data protection requirements
• Customer protection principles
• Regulatory compliance
• Excellent communication and customer service skills
• Ability to handle sensitive conversations with professionalism and empathy

Desirable

• Contact centre experience
• Customer service experience within financial services

Training & Development

Full training will be provided through a structured onboarding programme:

• 2-week classroom-based induction
• 2-week academy training programme
• No annual leave permitted during the first 4 weeks of training

Recruitment Process

• First-stage Hinterview assessment
• 8 interview questions

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.