Guidant Global
Customer Service Specialist
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Co-op Funeralcare – Customer Service (Temporary Roles)
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)
Suitable backgrounds include:
- Banking
- Insurance
- Pensions
- DWP
- Car Sales
- Branch-based roles
Financial contact centre experience
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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
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:
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- 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
Vetting
Vetting: Funeralcare vetting process questions to ask candidates below -
You also will need to go through additional pre and post onboarding/vetting so we need to clarify the following:
- Have you ever had a CCJ
- Do you have any unspent convictions
- Do you have a valid passport
- Is it in your current name
- If not do you have a Birth Certificate and Driving Licence
- Is your Driving Licence in your name and current address
- Do you have full right to work
- Are you able to provide 3 years of references
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