Sales & Retention Agent
Contract: Full-Time, Permanent
Shift: 38.75 hours, Monday – Saturday 08:00 – 20:00. Rotational Saturdays, 1 in every 4 – Rota will be given monthly.
Location: Sutton Coldfield, Birmingham (Office-based role)
Salary: £26,180 per annum + Bonus Scheme Incentive
At Dignity Funerals, we believe in providing families with respectful and dignified end-of-life services that truly honour their loved ones. As a leading provider of funeral services, we support our clients through some of life’s most difficult moments, and we pride ourselves on offering compassionate, high-quality service.
Responsibilities:
1. Respond to inbound calls from potential customers inquiring about Dignity’s services, adapting your approach to align with each customer’s unique needs and circumstances.
2. Proactively reach out to potential or existing customers to introduce our offerings, generate interest, and create opportunities for the Sales & Retention team.
3. Stay up-to-date with Dignity’s product offerings, services, and procedures by attending regular training sessions and briefings.
4. Address and resolve customer concerns and queries by researching solutions, exploring options, and ensuring each customer receives the information and support they need.
5. Manage various customer inquiries across multiple channels including telephone, email, etc.
6. Work closely with our Customer Experience Center to provide a supportive approach for vulnerable customers, adhering to Treating Customers Fairly (TCF) and vulnerability principles.
7. Handle pre-need email and voicemail inquiries as needed, ensuring timely and accurate responses to all customer queries.
8. Provide adapted and specialist assistance to vulnerable customers, ensuring adherence to Treating Customers Fairly (TCF) and vulnerability principles to achieve positive outcomes.
What we are looking for:
1. Proven experience in a customer service or sales role, ideally within a call centre environment.
2. Strong interpersonal skills with the ability to communicate with sensitivity, empathy, and professionalism.
3. Sales or lead generation experience is advantageous, particularly in roles involving direct customer engagement or consultative selling.
4. Ability to manage multiple tasks, prioritise effectively, and deliver high-quality service.
5. Knowledge of or experience with TCF principles and handling vulnerable customers is preferred.
6. Excellent communication and interpersonal skills, with a genuine desire to help others.
7. PC literate with the ability to learn and adapt to new systems quickly.
8. Able to commute to our Head Office in Sutton Coldfield, this role is on-site NOT hybrid/remote.
Why Join Us?
1. Make a difference in the lives of others by providing compassionate care and support during difficult times.
2. Benefit from ongoing training and development opportunities to enhance your skills and knowledge.
3. Join a supportive team where collaboration and teamwork are valued, and where your contributions are appreciated.
4. Explore opportunities for career advancement and personal growth within our organisation.
What we provide to you:
1. Annual salary of £26,180 per annum + Bonus Scheme Incentive.
2. 22 Days Holiday + Bank Holidays.
3. Pension Scheme 4% Matched.
4. Life Assurance X2 Annual Salary.
5. Free On-Site Parking.
6. Access to our internal apprentice & personal development schemes.
If you're ready to embark on a rewarding career where you can make a positive impact every day, we want to hear from you! Apply now to become a Customer Service Agent at Dignity Funerals!
Next Steps:
To be considered for this role, please submit your application via the ‘apply’ button, where a member of our Talent Team will review your application.
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