The main purpose of this job is to offer exceptional customer services to our clients, explaining to them the features and benefits of our products and answering general plan questions.  You will ensure all customers details are entered onto our CRM system and existing records are maintained and compliant.  You will act to deliver good outcomes for retail customers.

*Warm Leads only, no cold calling involved*

Responsibilities: 

• Following up enquires received by the website, postal and over the phone.
• Keeping accurate records of customer enquiries and plans; ensuring they are logged on to our CRM system, payment systems and internal databases.
• Making contact with customers by outbound dialling and email.
• Explain the features and benefits of our Funeral plans and making sure it is right for the customer.
• Identifying and recording potential vulnerable customers, signposting when required.
• Achieving SLA/KPI and sales targets and other targets set out by the company.
• To reach an excellent quality assurance score whist maintaining the customer’s best interest.
• Dealing with ad-hoc question and tasks.
• Supporting the wider department as and when required.

Skill Requirements:

• Excellent communication skills both written and verbal.
• A good telephone manner and the ability to easily explain what we do and don’t do.
• The ability to manage everchanging day to day workloads.
• The ability to record information with a high degree of accuracy.
• A sound practitioner of Microsoft Office suite and proprietary client record systems; with the ability to record information electronically and talk to clients at the same time. 
• Proven background of working within FCA and process guidelines without detriment to the customers quality of service.
• Working with multiple client requests simultaneously and ensuring the ability to complete each task accurately and efficiently.
• Willingness to adapt to changes within the department. 

Hours: (Office Friendly Shifts)

37.5 hours weekly
9am – 5pm Monday – Friday (With 1 day out of the week being 12pm – 8pm instead)
1 x Saturday every 5th week (A day in lieu will be given)

Benefits: 

Overtime is optional but will be fully paid
30 Days Holiday (Inc Bank Holidays)
Incentives for hitting/exceeding target
Hybrid after the 1st months training 
Support and Training Academy