Sales Specialist

Sales Specialist - Funeral Plans (Inbound)

Location: Eagle House, Joule Road, Andover

Hours: 37.5 hours per week 5-day week, plus one weekend day (rotating) with a day in lieu

Be part of a fast-growing, high-performing sales team within a stable and expanding business that's changing the face of funeral planning. At the Pure Group, we're the UK's leading provider of funeral plans - and our continued growth means more opportunities for driven sales professionals to thrive. If you're passionate about hitting targets, a highly attractive performance based commission and delivering exceptional service that genuinely helps customers, now's the perfect time to join our success story.

Who We Are

At teh Pure Group, our mission is to take the stress out of end-of-life planning by delivering transparent pricing, compassionate service, and unwavering regulatory compliance. We're looking for dynamic telesales professionals who thrive on engaging conversations and share our commitment to doing right by every customer.

The Role

As a Funeral Plan Sales Specialist, you will:

• Proactively engage (via inbound 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.

What You'll Bring

• Telesales Expertise: Proven experience in a business to customer sales in an inbound call-centre or 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 that every customer record is complete, accurate, and compliant.
• Adaptability and Resilience: Able 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.

What We Offer

• Competitive Basic Salary and Highly Attractive Performance Based Commission: Your performance is rewarded—high achievers consistently exceed targets and unlock significant earnings.
• FCA-Compliant Training: Comprehensive training on FCA regulations, vulnerable customer handling, and ethical sales practices, so you can be confident of doing the right thing every time.
• Dedicated Support: A supportive Inbound Call Team Manager and Quality Assurance team to provide ongoing coaching and feedback..
• Flexible Rota and Work–Life Balance: Predictable weekly schedule, plus one weekend shift per rotation (with a compensatory day off).
• Collaborative Culture: Join a close-knit, friendly team that celebrates successes together—whether that's smashing monthly KPIs or delivering an exceptional customer outcome.

Key Responsibilities (Day-to-Day)

• Inbound Calls
• Take inbound calls from prospective customers to explain Pure Cremation's funeral plans, answer questions, and guide them through the next steps.
• Answer all inbound calls within agreed SLAs.
• 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.

About You

• Empathetic and Resilient: Capable of handling sensitive conversations (e.g., bereavement) with compassion and professionalism.
• Self-Motivated and Disciplined: 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: You celebrate team wins, share best practices, and step in when a colleague needs support.

Our 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 access 24/7
• Comprehensive Induction
• Learning and Development Academy
• Discounted Gym membership
• Cycle to work scheme.

Take the next step in your career—help families find peace of mind with Pure Cremation. Apply today

Equal Opportunities

The Pure Group strives to be an equal opportunity employer, and actively encourages applications from all backgrounds no matter your age, gender, gender identity, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and believe it enriches our work, drives innovation, and fosters a supportive and caring environment.

We encourage you to let us know if you would like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey.

Please note, we may need to undertake a vetting process through the Disclosure and Barring Service (DBS) or Disclosure Scotland on new employees, dependent on requirement.

All gaps in your CV must be disclosed.