As a Customer Support Advisor, you’ll play an important role in helping customers, funeral directors and colleagues with care, professionalism and attention to detail. Working as part of a supportive Customer Service team, you’ll handle calls, emails and administrative tasks that help ensure every customer receives a compassionate, efficient and high-quality service. This is a great opportunity for someone who enjoys helping people, solving problems and making a meaningful difference in a sensitive and important area of work.
Golden Charter is an industry leader in the funeral planning sector, and our people are at the heart of the service we provide. We’re looking for colleagues who will help us continue to deliver care, quality and reassurance to customers when it matters most. In return, we offer a competitive salary, opportunities to learn and progress, and a rewarding benefits package.
Key Responsibilities:
-
Provide a warm, professional response to customer calls and emails, while ensuring DPA guidelines are followed at all times
-
Keep funeral plan records accurate and up to date, including personal details, chosen funeral director and funeral arrangements
-
Process payments and direct debit mandates accurately and efficiently
-
Support customers by resolving complaints at the first point of contact wherever possible
-
Manage and respond to emails and incoming mail in a timely and helpful manner
-
Contribute to the smooth running of the team by supporting other administrative tasks as required
What we’re looking for:
-
A confident communicator who can build positive relationships by phone and through virtual channels
-
Highly organised, with strong attention to detail and pride in getting things right first time
-
Calm and focused when working to deadlines or managing busy periods
-
Able to communicate clearly and sensitively with customers, colleagues and partners
-
A team player who enjoys working collaboratively to achieve shared goals
-
Empathetic, authentic and comfortable supporting people while discussing sensitive matters
-
Committed to delivering high-quality service and maintaining accurate records
-
Able to manage your own workload and prioritise effectively
-
Strong written and verbal English skills
Skills and experience
-
Experience delivering excellent customer service and a track record of achieving strong customer satisfaction
-
Accurate, numerate and data literate, with excellent written and verbal communication skills
-
Confident using Microsoft Word, Excel and Outlook
-
Good problem-solving and negotiation skills, with the ability to find positive outcomes for customers and the business
The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country.
