Director of Telephony Sales and Customer Acquisition

Dignity PLC; United Kingdom; Hybrid; GBP 70,000 - 85,000; Full time

Job summary

A leading funeral services provider is seeking a Director of Telephony Sales & Customer Acquisition to build and lead the telephony sales department. This role involves strategic planning, team development, and driving revenue growth from pre-paid funeral plan products. Candidates should have senior leadership experience in call-centre environments and a proven track record of exceeding sales targets. Benefits include a competitive salary, performance-based bonus, and comprehensive healthcare coverage.

Benefits

Performance-Based Bonus

Company Bonus Scheme

Car Allowance

25 Days Holiday

BUPA Private Healthcare

Pension Scheme

Life Assurance

Free On-Site Parking

Qualifications

• Senior leadership experience managing 30–50 FTE in sales.
• Track record of exceeding multi-million revenue targets.
• Deep understanding of compliance frameworks.
• Inspirational leadership and people development.
• Strong commercial acumen and drive for results.

Responsibilities

• Design and implement a telephony sales function.
• Lead and develop a high-performing sales team.
• Drive sales targets and optimize conversion rates.
• Ensure customer-centric approach and regulatory compliance.
• Collaborate across functions for effective sales integration.
• Leverage technology to drive efficiency and results.

Skills

Leadership in call-centre environments

Delivering revenue targets

Understanding call-centre metrics

Strategic thinking

Ethical sales practices

Job description

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.

What you'll be doing

• 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. 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. Manage the full sales journey from lead generation to customer acquisition.
• 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. Provide insights that 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 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 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.

Agency Submissions

Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.

Application Closure

We reserve the right, depending on application numbers, to close or extend the closing dates for positions; we would therefore recommend an early application.