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Sales Specialist
2 weeks ago
About the Role As a Funeral Plan Sales Specialist, you will: Proactively engage (via outbound calls and occasional emails) with prospects who have requested information about Pure Cremation's funeral plans. Clearly explain our service offering, pricing structure, and value‑added benefits, ensuring every customer understands our straightforward approach. Maintain accurate records in our CRM and payment systems, guaranteeing total compliance with FCA regulations at all times. Identify vulnerable customers sensitively, signposting them to specialist support and always acting to deliver fair outcomes. Hit (and exceed) your SLA/KPI and sales targets while maintaining an outstanding Quality Assurance score. Support the team by following up on website, postal, and phone enquiries, and assisting with ad‑hoc tasks to keep our outbound function running smoothly. Key Responsibilities Outbound Dialling and Follow‑Up: Contact prospective customers to explain Pure Cremation's funeral plans, answer questions, and guide them through the next steps. Respond to inbound website, postal, and phone enquiries within agreed SLAs, ensuring no lead is missed. Accurate Record‑Keeping: Log every call, email, and customer update in our CRM with precision; update payment and internal systems in real time, ensuring data integrity and compliance. FCA Compliance and Vulnerability Screening: Adhere strictly to FCA regulatory requirements and Pure Cremation’s internal procedures, always treating customers fairly; recognise signs of vulnerability (age, bereavement, cognitive challenges), record appropriately, and refer to specialist support teams as needed. Target Achievement and Quality Assurance: Meet or exceed daily, weekly, and monthly sales targets, call volumes, and quality metrics; embrace QA feedback, incorporate coaching, and continually refine your approach. Team Collaboration and Flexibility: Assist colleagues during peaks in call volume or when ad‑hoc tasks arise; adapt to changes—new scripts, updated processes, seasonal campaigns—while maintaining momentum. Qualifications & Skills Proven experience in a business‑to‑customer sales environment, with a track record of hitting or exceeding targets. Exceptional communication: A warm, clear telephone manner that puts customers at ease, combined with strong written skills for emails and CRM updates. Tech proficiency: Comfortable using Microsoft Office, CRM platforms, and proprietary systems—updating customer data accurately in real time. Attention to detail: Meticulous about ensuring every customer record is complete, accurate, and compliant. Adaptability and resilience: Ability to handle rota changes, tight deadlines, and evolving processes—always bouncing back when a call doesn’t convert. Customer‑first mindset: Driven by asking “What’s best for the customer?” on every call, ensuring a positive and professional experience. Empathetic and resilient: Capable of handling sensitive conversations (e.g., bereavement) with compassion and professionalism. Self‑motivated and disciplined: Accountable for your own pipeline, driven to exceed targets, and willing to go the extra mile. Solution‑oriented: Quick to spot process bottlenecks, make suggestions for improvement, and think creatively when customers have unusual requirements. Team‑focused: Celebrate team wins, share best practices, and step in when a colleague needs support. Training & Support FCA‑compliant training: Comprehensive training on FCA regulations, vulnerable customer handling, and ethical sales practices. Dedicated support: A supportive Outbound Call Team Manager and Quality Assurance team to provide ongoing coaching and feedback. Work Schedule and Culture Flexible rota and work‑life balance: Predictable weekly schedule, plus one weekend shift per rotation with a compensatory day off. Competitive basic salary and highly attractive performance‑based commission. Benefits Generous 30 days holiday plus bank holidays Bupa Health Cash Plan Life Assurance Company Pension, or option for SMART Pension Family‑friendly occupational benefits Employee Assistance Programme, including 24/7 access Comprehensive induction Learning & Development Academy Discounted gym membership Cycle‑to‑work scheme #J-18808-Ljbffr
