Customer Service Agent

Dignity PLC; United Kingdom; On-site; GBP 25,000 - 28,000; Full time

Job summary

A leading UK funeral service provider is seeking a Customer Service Agent to offer compassionate support to clients during challenging times. The role involves handling incoming calls, resolving client issues, and providing assistance to vulnerable customers. Successful candidates will possess excellent communication skills and previous customer service experience. The position is full-time, located on-site in Sutton Coldfield, and includes ongoing training opportunities and a supportive team environment.

Benefits

22 Days Holiday + Bank Holidays

Pension Scheme 4% matched

Life Assurance X2 annual salary

Free On-Site Parking

Access to internal training and development schemes

Qualifications

• Previous experience in customer service or similar role is preferred.
• Able to commute to the Head Office in Sutton Coldfield.
• Empathy and patience when supporting clients.

Responsibilities

• Handle incoming calls from clients regarding arrangements.
• Resolve client concerns and queries with solutions.
• Manage multiple tasks to deliver high standards of service.
• Provide specialist assistance to vulnerable customers.
• Assist with pre-need email and voicemail enquiries.
• Maintain knowledge of Dignity products and services.

Skills

Excellent communication and interpersonal skills

Problem-solving abilities

Compassionate approach

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.

Day‑to‑day Responsibilities

• 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.

Qualifications & Skills

• 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

• £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.

Application Process

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 Dignity Funerals

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. 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.

Regulation & Statements

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.