Customer Account Manager – Dignity Funerals
Salary: £25,389 per annum | Hours: 38.75 per week | Location: Sutton Coldfield, Birmingham (On‑site) | Contract: Full‑Time, Permanent
About the Role
You will be the dedicated point of contact for clients arranging online funeral services. Your role will guide families through every step of the process – from the initial enquiry to the coordination of the service – ensuring each funeral is delivered with care, dignity, and precision.
What Your Day‑to‑Day Will Look Like
* Respond to new client enquiries and guide families through the online funeral arrangement process with care and professionalism.
* Coordinate service details with Funeral Operations and crematoria to ensure smooth delivery of each funeral.
* Manage your own caseload, keeping client records accurate and up to date.
* Arrange coffins, urns, floral tributes, music, and visual media such as webcasts and recordings.
* Complete statutory cremation paperwork and support funeral and finance administration.
* Handle calls and emails with empathy and clarity, ensuring every interaction reflects our standards of service.
* Support the sales team by speaking with prospective clients when required.
* Champion the voice of the customer internally, raising feedback and suggestions.
What We Are Looking For
* A compassionate and confident communicator, with excellent verbal and written skills.
* Someone with strong attention to detail and a commitment to accuracy in all aspects of their work.
* Experience in customer service or administrative roles, ideally with exposure to sensitive or emotionally complex situations.
* A calm, empathetic approach when supporting grieving families, combined with practical problem‑solving skills.
* Ability to manage multiple tasks and priorities independently, while maintaining high standards.
* Comfortable using Microsoft Office and able to quickly learn internal systems and tools.
* Must be able to commute to our Head Office in Sutton Coldfield; this role is on‑site, NOT hybrid/remote.
Why Join Us?
* Make a difference in the lives of others by providing compassionate care and support during difficult times.
* Join a supportive team where collaboration and teamwork are valued, and where your contributions are appreciated.
* Explore opportunities for career advancement and personal growth within our organisation.
What We Provide to You
* £25,389 per annum.
* 22 days holiday + Bank Holidays.
* Pension scheme 4% matched.
* Life assurance X2 annual salary.
* Free on‑site parking.
* Access to internal apprentice and personal development schemes.
Application Process
Apply now. To be considered for this role, please submit your application via the “apply” button. A member of our Talent Team will review your application and contact you for next steps.
About Us
Dignity is one of the UK's oldest and most trusted funeral providers, with over 200 years of history, 570 branches, and 46 crematoria. We are building the UK's leading end‑of‑life company, operating as part of the Dignity Group which also includes Farewill.
FCA Statement
We are regulated by the FCA, therefore some roles may be subject to background checks.
Equality, Diversity and Inclusion Statement
We know that diverse teams make better decisions, build better products, and create a better place to work. Whoever you are, wherever you’re from, and whatever your life looks like, we'd love to hear from you. If there's anything you need to make the process more accessible, please let us know.
No Agency Fees
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
Closing Notice
We reserve the right to close or extend the closing dates for positions; we recommend early application.
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