Customer Service Specialist
Monday – Friday + 1 Saturday every 3 weeks (Day off during week when working Saturday)
Shift hours are 7.45am - 4.15pm and 9.30am - 6pm weekdays (rotating)
7.45am – 4.15pm on a Saturday
Starting salary £25,000 per annum
Distinct Cremations full time office-based role in Cannock, Staffordshire
Permanent role
Have you always wanted to use your Customer Service skills in a role where what you do can truly make a difference every day?
Would you enjoy working as a part of a close-knit team with a sense of camaraderie not found in a generic job?
If so, we would love to hear from you!
Due to internal promotions, we have a vacancy for a Customer Service Specialist to join our friendly team based at our Distinct Cremations Head Office in Cannock, Staffordshire.
Like many of our employees, you might not have considered this industry before, however with industry training provided and on-going career development, you will find it one of the most varied and rewarding opportunities you could ever imagine.
The role
Since 2021 we have been busy growing our first-class direct cremation service which offers individuals and families all over the country a simple and fuss-free alternative to a traditional funeral service. Our funeral plans and customer service team are consistently rated highly by customers, and by joining at this stage in our journey, you will become a part of our growth story and a key member of our customer service team.
Working in our customer service call centre, you will use your brilliant people skills and empathy to provide peace of mind and help find the right solution for every customer.
The calls you will receive are mainly what we call “pre-need”. Our “pre-need” calls could involve someone calling us after they have seen our TV advert and requesting a brochure, or perhaps they want to talk through the service we provide to make sure it is right for their needs before they take out one of our direct cremation plans.
Our customers value the personal touch and consistency we provide, and you will manage a portfolio of enquiries and spend time with customers answering questions about the features and benefits of our services until a suitable outcome that is right for each person is found.
This might be selling one of our direct cremation plans, or it might be that a traditional service is more fitting for them after we fully understand their needs and expectations. After all, we are all individual, and what we choose for our final journey is something uniquely personal.
Full responsibilities include:
- Sensitive and ethical selling by providing a professional, quality service when talking to customers about our direct cremation funeral plans and helping to find the right solution for them.
- Handling sensitive calls with exceptional care, confidently promoting products, solving problems.
- Maintain a positive, sensitive, empathetic, and professional attitude toward customers, some of whom may be vulnerable.
- Respond promptly to customer enquiries through various channels (phone, email, live chat, instant message, etc) and deliver customer satisfaction.
- Handle paper and electronic based customer queries, administration and new business applications as required and in line with SLA’s
- Support customers and clients across both our cremation and funeral plan product and service lines.
- Acknowledge and resolve customer complaints.
- Develop a deep knowledge of our products and service offering.
- Maintain accurate customer records within our systems.
- Process orders for products and services accurately and promptly.
- Share learnings and feedback with the team to promote a continuous learning environment.
- FCA regulations and compliance - Ensure compliance with all standards and policies regarding customer data.
About you
- Previous experience in a Customer Service / Sales / Telesales / Call centre /Contact Centre / Funeral Arranger role.
- Experience of selling Funeral Plans / Insurance plans / knowledge of FCA compliance would be beneficial however not essential as full training is provided.
- Happy to speak to people on the telephone in a call centre setting. This includes incoming calls as well as making outbound calls to customers.
- You will need to pass a DBS (criminal record) check to be considered for this role.
- Happy to work flexibly, 1 Saturday in 3 and bank holidays as we operate 365 days of the year
- Good IT skills & attention to detail.
- Excellent communication skills – both written and verbal
- Familiar with compliance regarding storage and use of customer data including credit card information (e.g. GDPR, PCI compliance) – Training provided
- Ability to be resilient, professional, and empathetic.
What We Offer
If you would like to join the Distinct Cremations team, you can be sure of a warm welcome, ongoing training and development and a sense of pride by truly make a difference every day to our customers.
In addition to salary, you will also be eligible for the following benefits:
- 32 days holiday (includes bank holidays)
- Life Assurance
- Ongoing learning & development
- Pension scheme
- Access to a wide range of retail discounts and wellbeing support
- Life Assurance
- Mindfulness App
- Mental Health Ambassadors
- Free Cremation: Immediate family
- Bereavement Leave
- Enhanced maternity & paternity pay
- Snack boxes / fruit boxes on site
- Employee Assistance / Occupational health support Program
- Recognition scheme: Above & Beyond vouchers
- Free Flu jab
- Free parking
What next? Start a career with significance by applying today.
We reserve the right to close the application window sooner if a significant number of applications are received.
If you’re not contacted, please assume you have been unsuccessful. Unfortunately, feedback is not always possible due to the volume of applications we receive.