Customer Retention Agent - Dignity Funerals : Job Details

Customer 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.

We are seeking dedicated Sales & Retention Agents to join our compassionate and skilled Call Centre team. You will be responsible for connecting with potential and existing customers, sharing information on our range of services, and generating high-quality leads to support our Sales & Retention goals. This role requires a blend of sales acumen, customer service excellence, and the ability to handle sensitive conversations with empathy and understanding.

What your day-to-day will look like…

• 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.
• Proactively reach out to potential or existing customers to introduce our offerings, generate interest, and create opportunities for the Sales & Retention team.
• Stay up-to-date with Dignity’s product offerings, services, and procedures by attending regular training sessions and briefings.
• Address and resolve customer concerns and queries by researching solutions, exploring options, and ensuring each customer receives the information and support they need.
• Manage various customer inquiries across multiple channels including telephone, email, etc.
• Work closely with our Customer Experience Center to provide a supportive approach for vulnerable customers, adhering to Treating Customers Fairly (TCF) and vulnerability principles.
• Handle pre-need email and voicemail inquiries as needed, ensuring timely and accurate responses to all customer queries.
• 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…

• Proven experience in a customer service or sales role, ideally within a call centre environment.
• Strong interpersonal skills with the ability to communicate with sensitivity, empathy, and professionalism.
• Sales or lead generation experience is advantageous, particularly in roles involving direct customer engagement or consultative selling.
• Ability to manage multiple tasks, prioritise effectively, and deliver high-quality service.
• Knowledge of or experience with TCF principles and handling vulnerable customers is preferred.
• Excellent communication and interpersonal skills, with a genuine desire to help others.
• PC literate with the ability to learn and adapt to new systems quickly.
• Able to commute to our Head Office in Sutton Coldfield, this role is on-site NOT hybrid/remote.

Why Join Us?

• Make a difference in the lives of others by providing compassionate care and support during difficult times.
• Benefit from ongoing training and development opportunities to enhance your skills and knowledge.
• Join a supportive team where collaboration and teamwork are valued, and where your contributions are appreciated.
• Explore opportunities for career advancement and personal growth within our organisation.

What we provide to you…

• Annual salary of £26,180 per annum + Bonus Scheme Incentive.
• 22 Days Holiday + Bank Holidays.
• Pension Scheme 4% Matched.
• Life Assurance X2 Annual Salary.
• Free On-Site Parking.
• 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!

What are the 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.

FCA Regulation Statement

Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR).

Please note in accordance with our pre-employment checks, all roles will require a criminal record check and further enhanced checks may apply. Certain roles will be subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy). Further details will be explained to you throughout the recruitment process.

Equality, Diversity and Inclusion Statement

Our Vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences.

We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed, and bold action to promote inclusion and belonging.

Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.