Customer Operations Manager

at  Pure Cremation

ABOUT US

“Pure” is a successful group of Companies, specialising in end of life planning including funeral plans, insurance products and Pure Cremation services. We are a direct to consumer business, and regulated by the FCA. We are already one of the best known brand names in our sector, with a 4.9 Trustpilot rating, and 200,000 client base, with focussed ambition to grow, whilst maximising our competitive edge

CUSTOMER CARE AND CUSTOMER EXPERIENCE OVERSIGHT

• Ensure the Pure Client service end to end process is managed to the highest quality standard
• Ensure that our clients and their loved ones remain at the centre of everything we do and remain at the forefront of your team, and their decision making.
• Work in partnership with the Head of Customer Experience, and respond to customer feedback and resolve any customer complaints or concerns in a positive respectful manner, having liaised with the customer experience team.

ROLE SUMMARY

Our Customer Operations Manager – At Need is responsible and accountable for leading and managing our client service related teams, ensuring that our families and their loved ones are at the centre of everything we do, and that the culture is a unified “one team” focus, that reflects our core values, exceptional care, and high professional quality standards, at all times.
The role will oversee the day to day At Need operations, and play a pivotal role in leading and developing the team, implementing change and improvements, including measurable goals for success, and increased customer satisfaction. The role will also uphold and ensure stringent health & safety, rigorous focus on following correct procedure, and performance management. It will also play an essential part in building and ensuring positive relations with both internal and external stakeholders, as well as the local community.