Customer Service Agent

Dignity; Birmingham; On-site; GBP 26,000; Full time

Job summary

A leading funeral provider in Sutton Coldfield is seeking a compassionate Customer Service Agent. The role involves handling incoming client calls, resolving queries, and providing exceptional service during challenging times. Ideal candidates will possess strong communication skills, empathy, and the ability to multitask efficiently. The position offers a starting salary of £25,610.65, potential for growth, and benefits including 22 days holiday and ongoing training. This is an on-site role, emphasizing in-person support for clients.

Benefits

22 Days Holiday + Bank Holidays

Pension Scheme 4% matched

Life Assurance 2x annual salary

Free On-Site Parking

Access to internal apprentice & personal development schemes

Qualifications

• Previous experience in customer service is preferred.
• Compassionate and patient approach towards clients.
• Ability to adapt to different situations and client needs.

Responsibilities

• Handle incoming calls regarding at-need and pre-need arrangements.
• Resolve client concerns and queries effectively.
• Provide assistance to vulnerable customers.

Skills

Excellent communication skills

Interpersonal skills

Strong problem-solving abilities

Empathy

Ability to manage multiple tasks

Job description

Customer Service Agent

Contract: Full-Time, Permanent

Hours

• 38.75 per week (8-hour daily shifts).
• Working X5 shifts per week between Monday - Sunday, flexing between the hours of 8am to 10pm.
• When weekend days are worked, rest days will be provided the following week.

Location: Sutton Coldfield, Birmingham (On-site)

Salary: £25,610.65 per annum (Increasing to £27,162.20 after successful completion of Training)

Start Date: Monday 5th February 2026

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's lives? If so, we invite you to join us at Dignity Funerals as a Customer Service Agent!

Dignity Funerals provides compassionate care and support to families during some of their most challenging moments.

As a Customer Service Agent, you will be the first point of contact for families seeking our services. At the forefront of delivering exceptional service, you will ensure that every interaction with our company leaves a positive and lasting impression.

What your day-to-day will look like…

• Handle incoming calls from clients regarding at-need and pre-need arrangements, adapting your approach to meet their specific needs with understanding, patience, and empathy.
• 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.
• Maintain up-to-date knowledge of Dignity products, services, and procedures through ongoing training and briefings.

What we are looking for…

• Excellent communication and interpersonal skills, with a genuine desire to help others.
• Previous experience in customer service or a similar role is preferred.
• Strong problem-solving abilities, with the capacity to adapt to different situations and client needs.
• Ability to manage multiple tasks efficiently and prioritise workload effectively.
• Empathy, patience, and a compassionate approach to supporting clients, especially during challenging times.
• 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.
• 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.

What we provide to you…

• £25,610.65 per annum (Increasing to £27,142 after successful completion of Training).
• 22 Days Holiday + Bank Holidays.
• Pension Scheme 4% matched.
• Life Assurance X2 annual salary.
• Free On-Site Parking.
• Access to our internal apprentice & personal development schemes.

What are the next steps?

To be considered for this role, please submit your application via the ‘apply’ button, where a member of our Talent Team will review your application.

About Us

We are Dignity, one of the UK’s oldest and most trusted funeral providers, with over 200 years of history, 570 branches, and 46 crematoria. From launching the UK’s first funeral plan to helping shape modern regulation, we have led the way in supporting families with care, compassion, and professionalism.

Now we are building the UK’s leading end of life company. As part of the Dignity Group, we also operate Farewill, the country’s largest will writer and one of the UK’s top probate providers, giving families support not just at the funeral, but before and after as well.

Today we are over 4,000 people across the UK, all driven by the same goal: to care for families with compassion and make the UK a world leader in end of life care. Here to help, whenever you need.

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. And if there’s anything you need to make the process more accessible, please let us know.

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.