Overview
Sales Specialist - Funeral Plans (Outbound)
Location: Caledonian House, Knutsford
Hours: 37.5 hours per week, 5-day week, plus one weekend day (rotating) with a day in lieu. Be part of a fast-growing, high-performing sales team within a stable and expanding business that's changing the face of funeral planning.
The Pure Group is the UK's leading provider of funeral plans, and our continued growth means more opportunities for driven sales professionals to thrive. If you're passionate about hitting targets, earning a highly attractive performance-based commission, and delivering exceptional service that genuinely helps customers, now's the perfect time to join our success story.
Note: This description retains original information and language.
What We Are
At the Pure Group, our mission is to take the stress out of end-of-life planning by delivering transparent pricing, compassionate service, and unwavering regulatory compliance. We’re looking for dynamic telesales professionals who thrive on engaging conversations and share our commitment to doing right by every customer.
Responsibilities (Day-to-Day)
* Outbound Dialling and Follow-Up: Contact prospective customers to explain Pure Cremation's funeral plans, answer questions, and guide them through the next steps.
* Respond to inbound website, postal, and phone enquiries within agreed SLAs, ensuring no lead is missed.
* Accurate Record-Keeping: Log every call, email, and customer update in our CRM with precision; update payment and internal systems in real time to ensure data integrity and compliance.
* FCA Compliance and Vulnerability Screening: Adhere strictly to FCA regulatory requirements and Pure Cremation's internal procedures, treat customers fairly, recognise signs of vulnerability, and refer to specialist support teams as needed.
* Target Achievement and Quality Assurance: Meet or exceed daily, weekly, and monthly sales targets, call volumes, and QA metrics; embrace feedback and coaching to improve approach.
* Team Collaboration and Flexibility: Assist colleagues during peaks and adapt to changes in scripts, processes, and campaigns while maintaining momentum.
What You'll Bring (Qualifications & Experience)
* Telesales Expertise: Proven experience in B2C sales in an outbound call-centre or sales environment with a track record of hitting or exceeding targets.
* Exceptional Communication: A warm, clear telephone manner with strong written skills for emails and CRM updates.
* Tech Proficiency: Comfortable using Microsoft Office, CRM platforms, and proprietary systems; updating customer data accurately in real time.
* Attention to Detail: Meticulous about ensuring every customer record is complete, accurate, and compliant.
* Adaptability and Resilience: Able to handle rota changes, tight deadlines, and evolving processes.
* Customer-First Mindset: Focused on what’s best for the customer and delivering a positive experience on every call.
What We Offer
* Competitive Basic Salary and Highly Attractive Performance-Based Commission: High achievers consistently exceed targets and unlock significant earnings.
* FCA-Compliant Training: Comprehensive training on FCA regulations, vulnerable customer handling, and ethical sales practices.
* Dedicated Support: Outbound Call Team Manager and Quality Assurance team for coaching and feedback.
* Flexible Rota and Work-Life Balance: Predictable weekly schedule with one weekend shift per rotation (plus a compensatory day off).
* Collaborative Culture: A close-knit team that celebrates successes together.
Key Responsibilities (Day-to-Day) Continued
* Outbound Dialling and Follow-Up: Contact prospective customers to explain funeral plans and guide them through the next steps.
* Respond to inbound enquiries within SLAs to ensure no lead is missed.
* Accurate Record-Keeping: Log calls, emails, and customer updates in the CRM with precision; update data in real time to ensure compliance.
* FCA Compliance and Vulnerability Screening: Follow FCA requirements and internal procedures; refer vulnerable customers as needed.
* Target Achievement and Quality Assurance: Meet or exceed targets and QA metrics; implement feedback for continuous improvement.
* Team Collaboration and Flexibility: Support colleagues during peaks and adapt to changes in processes and campaigns.
About You
* Empathetic and Resilient: Capable of handling sensitive conversations with compassion.
* Self-Motivated and Disciplined: Manage your own pipeline and strive to exceed targets.
* Solution-Oriented: Identify bottlenecks and propose improvements.
* Team-Focused: Share best practices and support colleagues.
Benefits
* Generous 30 days holiday plus bank holidays
* Bupa Health Cash Plan
* Life Assurance
* Company Pension, or SMART Pension option
* Family-friendly benefits
* Employee Assistance Programme (24/7)
* Induction, Learning and Development Academy
* Discounted Gym membership
* Cycle to work scheme
Equal Opportunities
The Pure Group is an equal opportunity employer and actively encourages applications from all backgrounds. We celebrate difference and believe it enriches our work and drives innovation. We may require a vetting process through DBS or Disclosure Scotland for new employees, depending on requirements. All gaps in your CV must be disclosed.
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