Director of Telephony Sales and Customer Acquisition

Dignity Funerals Limited; Maidenhead; Hybrid; GBP 72,000 - 85,000; Full time

Job summary

A leading funeral service provider in Maidenhead is seeking a Director of Telephony Sales & Customer Acquisition to architect and lead their telephony sales function. The role offers a salary of up to £85,000 per annum plus performance-based bonus and requires proven leadership in telesales environments. Responsibilities include building a sales team, driving revenue, and ensuring compliance while maintaining high customer satisfaction scores. It's an opportunity to make a significant impact in a respected national brand.

Benefits

Performance-Based Bonus

Company Bonus Scheme (10%)

£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

Qualifications

• Proven track record of exceeding multi-million-pound revenue targets through telephony-based sales.
• Experience managing 30-50 FTE in a call-centre environment.
• Passion for developing people and building high-performance cultures.

Responsibilities

• Design and implement a best-in-class telephony sales function.
• Recruit, coach, and develop high-performing sales teams.
• Deliver ambitious sales targets and ensure compliance with care standards.
• Champion a customer-centric approach and maintain outstanding satisfaction scores.
• Collaborate with various departments for seamless sales processes.

Skills

Senior leadership experience in call-centre or telesales

Understanding of call-centre metrics

Inspirational leadership style

Strong commercial acumen

Commitment to ethical sales practices

Job description

Overview

Director of Telephony Sales & Customer Acquisition

Contract: Full-time, Permanent

Location: Maidenhead, Berkshire (Hybrid flexible, 3 days office per week)

Salary: Up to £85,000 per annum + performance-based bonus

Build, Lead, and Inspire...

Are you a visionary sales leader ready for a career-defining challenge? Dignity Funerals is seeking an exceptional Director of Telephony Sales & Customer Acquisition to architect, launch, and lead our entire telephony sales department for pre-paid funeral plan products. This is your opportunity to make a profound impact, both commercially and for the families we serve.

Your role in our story

You'll take the lead on all financial oversight and regulatory compliance for Dignity\'s Funeral Plan Trusts, ensuring the integrity, solvency, and sustainability of these vital assets.

From financial strategy and investment oversight to risk mitigation and FCA submissions, you\'ll work across the business and with external partners to protect and grow our trust-based operations—while keeping transparency, accountability, and dignity at the core of every decision.

Responsibilities

• Build from the Ground Up: Take full ownership of designing and implementing a best-in-class telephony sales function, covering all pre-paid funeral plan products. You\'ll set the vision, strategy, and operational blueprint for a department that will deliver over £20 million in annual revenue.
• Lead & Develop High-Performing Teams: Recruit, coach, and inspire a team of sales professionals (inbound and outbound), supported by experienced managers. Foster a culture of excellence, accountability, and continuous improvement.
• Drive Commercial Success: Deliver ambitious sales targets, optimise conversion rates, and ensure every customer interaction meets the highest standards of care and compliance. You\'ll be responsible for the full sales journey, from lead generation to customer acquisition, ensuring Dignity\'s reputation for integrity and compassion is upheld at every step.
• Shape the Customer Experience: Champion a customer-centric approach, ensuring our pre-paid funeral plan customers receive clear, empathetic, and compliant advice. Maintain outstanding satisfaction scores (CSAT, NPS) and uphold all FCA and FPCOB regulatory standards.
• Collaborate Across the Business: Work closely with Marketing, Operations, Technology, and Compliance to ensure seamless integration of sales processes, effective lead management, and robust reporting. Your insights will shape business strategy and future investment.
• Innovate & Transform: Leverage our sales technology, CRM, and analytics tools to drive efficiency, transparency, and results. Identify and implement new tools and best practices to keep Dignity at the forefront of the industry.
• You\'ll need: Senior leadership experience in call-centre or telesales environments, ideally managing 30-50 FTE. A proven track record of delivering or exceeding multi-million-pound revenue targets through telephony-based sales, preferably in either retail multi-site sectors (retail, telecommunications or Healthcare) OR regulated sectors (financial services, insurance, or funeral planning).
• 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 passionate drive for results.
• Commitment to ethical sales practices and delivering exceptional customer outcomes.

Why this matters

• Purpose: Make a real difference in people\'s lives by helping families plan for the future with confidence and compassion.
• Autonomy: Shape and lead a critical business function with full executive support.
• Reward: Competitive package, recognition, and the chance to leave a lasting legacy in a respected national brand.
• Growth: Be part of a senior leadership team driving innovation and transformation in a vital sector.

What we provide to you

• Annual salary of up to £85,000.
• Performance-Based Bonus.
• Company Bonus Scheme (10%).
• £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.

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\'re regulated by the FCA, so 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.

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