Guidant Global
Funeral care
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Funeralcare – Customer Service
Recruitment Process
First Stage: Hinterview Interview
(This could be changed to Teams; this is TBC) Could we tell candidates it could be a prerecorded video interview or a Teams interview
- 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
Suitable backgrounds include:
- Banking
- Insurance
- Pensions
- DWP
- Car Sales
Branch-based roles are also something we would look at
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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
Headcount & Business Info
Headcount: 4 roles
34 people in the department
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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
Duration: Until 31/03/2027
No permanent roles planned – temporary headcount only
Start Dates & Capacity
- One set start date for each intake will be ASAP
- Maximum 10 people per training group
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