Vertage
Customer Service Representative
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Co-op Funeralcare – Customer Service (Temporary Roles)
Recruitment Process
First stage: 30 minutes Teams interview with questions
- 6 questions in total
- No second-stage interview
Background & Candidate Profile
Previously struggled with candidates understanding the role
- FCA-regulated background is essential
- Funeralcare experience is not required
- Contact centre experience is not required but must have FCA experience
- Sales experience is desirable, looking for candidates who have experience upselling or dealing with customers objecting (an example would be someone wants to book an appointment in person with a funeral home and the candidate would upsell them to book an appointment directly with the Co-Op as it is much faster so an objection could be them wanting to see someone face to face and not over the phone)
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Suitable backgrounds include:
- Banking
- Insurance
- Pensions
- DWP
- Car Sales
- Branch-based roles are also something we would look at
- Financial contact centre experience
Candidates must understand:
- Data protection GDPR
- Customer protection
Funeralcare department can be explained to candidates during recruitment
Role Overview
Inbound contact centre role for Co-Op Funeral Care
- Working hours: Monday – Friday, 9:00am – 5:00pm
- 2x paid 15 minute breaks
- 1x unpaid 30 min lunch break
- No weekends
- No bank holiday working
- No overtime
Calls will include:
- Funeral plan enquiries
- Change of address requests
- Taking payments
- General customer queries
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Headcount & Business Info
Headcount: 6 roles
- 34 people in the department
Training & Working Pattern
Full-time office-based for first 3 months hybrid is then an option - 1 Angel Square, Manchester, M60 0AG
Training structure:
- 2-week classroom-based induction
- 2-week academy (no holiday during the first 4 weeks)
- After 2 clear months of performance:
Hybrid working available: 2 days office / 3 days home after 3 months training
Candidates can choose to work more days in the office if preferred
Contract Details
- Pay rate: £13.04 per hour
- Duration: Start date 26/10/2026 Until 30/06/2027 with a chance of extension
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