Customer Service Representative

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)
• 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

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