Summary Duties and Responsibilities of Role: Taking inbound calls from customers who have recently enquired through various marketing channels about our direct cremation funeral plans or are an existing plan holder Communicate via phone and email to our customers Achieve set Quality and Performance targets Sale calls to be made in line with the Company’s process and FCA regulations. Key Skills Required: Communication – Professional and polite telephone manner with proven Customer Service experience. Excellent empathetic listening and communication skills to be able to answer customer questions, and recognising vulnerabilities. Able to recognise what outstanding customer care looks like, and deliver it at all times to a high standard, being especially aware that some customers may be vulnerable. Productivity - be results driven with ability to achieve work towards KPI’s set on production, quality and customer service skills. Accuracy – Must have the ability to record information in an accurate way and ensure that all process and procedures are adhered with in a methodical and compliant way. IT Skills – computer literacy and knowledge of MS Office. Customer Champion – Act in a manner that ensures the Customer receives a positive experience of the Company. Personal Capabilities: Proven track record in delivering excellent Customer Service Working with accuracy in accordance with detailed procedures Flexible positive approach with ability to adapt quickly to meet business needs Personal Attributes: Fabulous friendly personality, with a positive attitude, and strong communication and listening stills at all levels. You will empathetic towards others, sensitive to their need, and both kind and patient. You will be resilient, welcome change, and have a real desire for success and helping others You will have a positive Can-do attitude, and be a real self-motivator with a drive to succeed You will have a critical eye and attention to detail and accuracy.