Director of Telephony Sales and Customer Acquisition
Join Dignity Funerals Ltd as the Director of Telephony Sales & Customer Acquisition to architect, launch, and lead a best‑in‑class telephony sales department for pre‑paid funeral plan products. This role offers a strategic leadership position with full executive support, a competitive salary package, and the opportunity to make a profound impact on families and the business.
Key Responsibilities
* Design and implement a telephony sales function covering all pre‑paid funeral plan products, setting vision, strategy, and operational blueprint to deliver over £20 million in annual revenue.
* Recruit, coach, and inspire a high‑performing sales team (inbound & outbound) and foster a culture of excellence, accountability, and continuous improvement.
* Drive commercial success by delivering ambitious targets, optimising conversion rates, and ensuring every customer interaction meets the highest standards of care and compliance.
* Champion a customer‑centric approach, maintaining outstanding satisfaction scores (CSAT, NPS) and upholding all FCA and FPCOB regulatory standards.
* Collaborate closely with Marketing, Operations, Technology, and Compliance to integrate sales processes, lead management, and reporting.
* Leverage sales technology, CRM, and analytics tools to drive efficiency, transparency, and results, identifying and implementing best practices.
Qualifications and Experience
* Senior leadership experience in call‑centre or telesales environments, managing 30–50 FTE.
* Proven track record of delivering or exceeding multi‑million‑pound revenue targets through telephony‑based sales in regulated or retail sectors.
* Deep understanding of call‑centre metrics, performance management, and compliance frameworks.
* Inspirational leadership style with a passion for developing people and building high‑performance cultures.
* Strong commercial acumen, strategic thinking, and a drive for results.
* Commitment to ethical sales practices and delivering exceptional customer outcomes.
Benefits
* Annual salary up to £85,000 + performance‑based bonus.
* 10% company bonus scheme.
* £6,000 car allowance.
* 25 days holiday + bank holidays.
* BUPA private healthcare (family).
* Pension scheme 4% matched.
* Life assurance X4 annual salary.
* Free on‑site parking.
Equal Opportunity Statement
We are an equal opportunity employer. We welcome applications from all suitably qualified candidates, irrespective of gender, age, ethnicity, disability, religion, sexual orientation, or background. Where required we will accommodate applicants throughout the recruitment process.
FCA Regulatory Statement
We are regulated by the FCA. Certain roles may be subject to background checks.
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