About the Role
As a Funeral Plan Sales Specialist, you will:
* Proactively engage (via outbound calls and occasional emails) with prospects who have requested information about Pure Cremation's funeral plans.
* Clearly explain our service offering, pricing structure, and value‑added benefits, ensuring every customer understands our straightforward approach.
* Maintain accurate records in our CRM and payment systems, guaranteeing total compliance with FCA regulations at all times.
* Identify vulnerable customers sensitively, signposting them to specialist support and always acting to deliver fair outcomes.
* Hit (and exceed!) your SLA/KPI and sales targets while maintaining an outstanding Quality Assurance score.
* Support the team by following up on website, postal, and phone enquiries, and assisting with ad‑hoc tasks to keep our outbound function running smoothly.
Key Responsibilities
* 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, ensuring data integrity and compliance.
* FCA Compliance and Vulnerability Screening: Adhere strictly to FCA regulatory requirements and Pure Cremation’s internal procedures, always treating customers fairly; recognise signs of vulnerability (age, bereavement, cognitive challenges), record appropriately, 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 quality metrics; embrace QA feedback, incorporate coaching, and continually refine your approach.
* Team Collaboration and Flexibility: Assist colleagues during peaks in call volume or when ad‑hoc tasks arise; adapt to changes—new scripts, updated processes, seasonal campaigns—while maintaining momentum.
Qualifications & Skills
* Proven experience in a business‑to‑customer sales environment, with a track record of hitting or exceeding targets.
* Exceptional communication: A warm, clear telephone manner that puts customers at ease, combined 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: Ability to handle rota changes, tight deadlines, and evolving processes—always bouncing back when a call doesn’t convert.
* Customer‑first mindset: Driven by asking “What’s best for the customer?” on every call, ensuring a positive and professional experience.
* Empathetic and resilient: Capable of handling sensitive conversations (e.g., bereavement) with compassion and professionalism.
* Self‑motivated and disciplined: Accountable for your own pipeline, driven to exceed targets, and willing to go the extra mile.
* Solution‑oriented: Quick to spot process bottlenecks, make suggestions for improvement, and think creatively when customers have unusual requirements.
* Team‑focused: Celebrate team wins, share best practices, and step in when a colleague needs support.
Training & Support
FCA‑compliant training: Comprehensive training on FCA regulations, vulnerable customer handling, and ethical sales practices.
Dedicated support: A supportive Outbound Call Team Manager and Quality Assurance team to provide ongoing coaching and feedback.
Work Schedule and Culture
Flexible rota and work‑life balance: Predictable weekly schedule, plus one weekend shift per rotation with a compensatory day off.
Competitive basic salary and highly attractive performance‑based commission.
Benefits
* Generous 30 days holiday plus bank holidays
* Bupa Health Cash Plan
* Life Assurance
* Company Pension, or option for SMART Pension
* Family‑friendly occupational benefits
* Employee Assistance Programme, including 24/7 access
* Comprehensive induction
* Learning & Development Academy
* Discounted gym membership
* Cycle‑to‑work scheme
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