Customer Service Agent

Customer Service Agent

Contract: Full-Time, Permanent

Shift Schedule:

• Monday to Friday - Hour rota'd between 8am - 8pm, rotational Saturdays every other week.


• Only 5 days will be worked per week, if you work a Saturday one week, you will gain a day off within the week.

Location: Sutton Coldfield, Birmingham (Office-based role)

Salary: £25,000 per annum (Increasing to £26,000 after successful completion of training)

Are you a compassionate communicator with a knack for problem-solving? Are you ready to embark on a fulfilling career where you can make a meaningful difference in people's lives? If so, we invite you to join us at Dignity Funerals as a Customer Experience Agent!

Dignity Funerals provides compassionate care and support to families during some of their most challenging moments. As a Customer Experience Agent, you will be the first point of contact for families seeking our services. At the forefront of delivering exceptional service, you will ensure that every interaction with our company leaves a positive and lasting impression.

What your day-to-day will look like...

• Handle incoming calls from clients regarding at-need and pre-need arrangements, adapting your approach to meet their specific needs with understanding, patience, and empathy.


• Resolve client funeral concerns, queries, and problems by clarifying issues, researching answers, exploring alternative options, and implementing solutions.


• Manage multiple tasks effectively to achieve the best outcomes and support the delivery of the highest standards of customer service across various channels including telephone, written, and face-to-face interactions.


• Provide adapted and specialist assistance to vulnerable customers, ensuring adherence to Treating Customers Fairly (TCF) and vulnerability principles to achieve positive outcomes.


• Assist with pre-need email and voicemail enquiries, providing timely and helpful responses to customer inquiries.


• Maintain up-to-date knowledge of Dignity products, services, and procedures through ongoing training and briefings.

What we are looking for...

• Excellent communication and interpersonal skills, with a genuine desire to help others.


• Previous experience in customer service or a similar role is preferred.


• Strong problem-solving abilities, with the capacity to adapt to different situations and client needs.


• Ability to manage multiple tasks efficiently and prioritise workload effectively.


• Empathy, patience, and a compassionate approach to supporting clients, especially during challenging times.


• 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 £25,000 per annum (Increasing to £26,000 after successful completion of Training).


• 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.