Call Support Lead

4 weeks ago

Maghull, United Kingdom Funeral Partners Full time

We offer a sensitive, professional service to the families in our care and are proud to be part of the Funeral Partners family. Together, we are leading the way in setting new standards of excellence within the profession. Our people are key to our success, they bring a wealth of experience from both inside and outside the Funeral industry and, as an organisation, we really know what it means to work as a team. But, don’t take our word for it, what our people say about working for Funeral Partners.

**The Opportunity**

This role is office based and can be based at any of our branches within the South Region/North Region/Central England Region. This role will be our first point of contact for our clients making their first enquiry with us. The Call Support Lead will use their natural interpersonal and decision-making skills to ensure our clients are provided with all of the information they need to make the right choice for them. This role supports the wider operational team within Funeral Partners in responding to our client’s needs.

As well as answering the initial enquiry - which may cover a host of topics - the Call Support lead will ensure the detail of each interaction with the client are recorded accurately and calls are answered in a timely manner to ensure an efficient service is delivered.

This role will require:

- Experience of arranging funerals and supporting clients (Preferred but not essential)
- Excellent written and verbal communication skills
- Intermediate Numeracy and Literacy skills
- Strong decision-making skills
- Strong negotiation skills
- Active listening skills
- Client focused
- Able to build rapport and trust with clients
- Able to build and maintain strong working relationships
- Effective communication and interpersonal skills
- Resilience and working effectively in a pressurised environment
- Approachable and diplomatic
- Flexible and reliable
- Accurate with excellent attention to detail
- Empathic

Our Call Support Lead has a very important role within the team and must be able to build strong working relationships throughout the varied interactions with colleagues each day.

This role is working 40 hours per week, covering our opening hours of 8am to 6pm. We will operate a fortnightly shift pattern of 8am to 4pm and 10am to 6pm.

Being a Call Support Lead can be an opportunity to make a real difference to our clients during a difficult time in their lives. To learn more about this important role, go to our Careers page.

**What We Offer**

**Salary**: £24,464 to £26,758 depending on experience.

Working from one of our local Funeral Partners’ Branches you’ll enjoy the satisfaction of working within a small team alongside all the benefits of a much larger national company. We have family friendly policies and can offer flexible working as well as:

- Comprehensive training for all our roles and opportunities to achieve industry recognised qualifications.
- Full uniform
- Opportunities to work within the local community
- Reward and recognition scheme
- Regular feedback surveys and opportunities to join project groups
- Employee assistance service

In addition to your salary, you will also receive:

- 23 days annual leave plus bank holidays
- An opportunity to join our annual bonus scheme
- Life Assurance
- Pension
- Family and friends discounts
- Christmas vouchers
- Eye care
- Refer a friend scheme

**About You**

You will have worked in the Funeral industry for many years with a proven track record of looking after and supporting families and you may now be you’re looking for a new challenge. For us it’s more important that you have the right skills and attributes because we will give you all the training you need. Come and join us, we will give you all the tools you need to be a success.

For further information about Funeral Partners, please visit our website

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