Customer Service Advisor

• Role: Customer Service Advisor
• Contract Length: ASAP Until 06/02/2027
• Reason for Hire: Backfill and peak demand support
• Headcount Approved: 4 (3 filled, 1 left)
• Potential for Permanent Role: Yes
• Location: Home-based
• Pay Rate: £13.47 per hour

Candidate Profile

Essential Skills & Experience

• Strong administration skills with the ability to work accurately at pace.
• Confident using multiple systems and updating records while speaking with customers.
• Good technical and IT skills.
• Excellent communication and listening skills.
• Empathetic and compassionate approach to customer conversations.
• Previous call centre or customer service experience.

What to Look For

The type of customer contact experience is key. Candidates should demonstrate:

• Experience handling challenging or sensitive conversations.
• The ability to show empathy and understanding on calls.
• Strong active listening skills.
• Confidence managing administrative tasks while dealing with live customer interactions.

Day-to-Day Responsibilities

This role sits within a similar area to Matt’s Funeralcare team, with many of the same foundations. However, the focus will be on new business activity .

Typical duties include:

• Handling inbound and outbound customer calls.
• Managing approximately 8 calls per hour .
• Updating internal systems during live conversations.
• Supporting customers across the UK.
• Providing an empathetic and customer-focused service.

Working Hours

• 37.5 hours per week
• Operating hours: Monday to Sunday, 8:00am to 8:00pm
• Typical working hours are generally 8:00am to 6:00pm , although shifts may vary.
• Shift requirements include:Every Monday
• Every second Saturday
• 1 in 4 Sundays
• Some flexibility required over Christmas and New Year
• Must be willing to work one Bank Holiday over Christmas and New Year break

Training

• 1 to 2 weeks’ training provided at the start of the contract.