Customer experience consultant

Are you a compassionate communicator with a knack for problem-solving? Are you ready to embark on a fulfilling career where you can make a meaningful difference in people #39;s lives? If so, we invite you to join us at Dignity Funerals as a Customer Experience Consultant! Dignity Funerals is dedicated to providing compassionate care and support to families during some of their most challenging moments. As a Customer Experience Consultant, you will be at the forefront of delivering exceptional service and ensuring that every interaction with our company leaves a positive and lasting impression. What will you be doing? Handle incoming calls from clients regarding pre-need arrangements, adapting your approach to meet their specific needs with understanding, patience, and empathy. Maintain up-to-date knowledge of Dignity products, services, and procedures through ongoing training and briefings. Resolve client concerns, queries, and problems by clarifying issues, researching answers, exploring alternative options, and implementing solutions. Manage multiple tasks effectively to achieve the best outcomes and support the delivery of the highest standards of customer service across various channels including telephone, written, and face-to-face interactions. Provide adapted and specialist assistance to vulnerable customers, ensuring adherence to Treating Customers Fairly (TCF) and vulnerability principles to achieve positive outcomes. Assist with pre-need email and voicemail enquiries, providing timely and helpful responses to customer inquiries.What you will need? Excellent communication and interpersonal skills, with a genuine desire to help others. Strong problem-solving abilities, with the capacity to adapt to different situations and client needs. Ability to manage multiple tasks efficiently and prioritize workload effectively. Empathy, patience, and a compassionate approach to supporting clients, especially during challenging times. Previous experience in customer service or a similar role preferred.Why Join Us? Make a difference in the lives of others by providing compassionate care and support during difficult times. Benefit from ongoing training and development opportunities to enhance your skills and knowledge. 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.The Details: This is a full-time, permanent position, working 38.75 hours per week. Shifts are structured to cover our core working hours between 9am - 6pm Monday - Friday. Saturday cover (9am - 12pm) is required and you typically work 1 in every 5. Your time is paid back in lieu. This role will be on-site 5 days a week based at our Head Office at King Edwards Court, Sutton Coldfield.If you #39;re ready to embark on a rewarding career where you can make a positive impact every day, we want to hear from you! Join us in providing compassionate care and support to families in their time of need. Apply now to become a Customer Experience Consultant at Dignity Funerals! What are the next steps? To be considered for this role, please submit your application via the lsquo;apply rsquo; button, where a member of our Talent Team will review your application. Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR). Please note in accordance with our pre-employment checks, all roles will require a criminal record check and further enhanced checks may apply. Certain roles will be subject to ongoing checks in line with the Group SMCR Framework (Fit Proper Policy). Further details will be explained to you throughout the recruitment process. Equality, Diversity and Inclusion Statement Our Vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences. We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed, and bold action to promote inclusion and belonging. Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable. We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application. #LI-KP1