Client Care Agent

**Client Care Agent - 12-Month Fixed-Term Contract**

12M FTC / Full-Time - Mon - Fri (08:45 - 17:00)

Sutton Coldfield / Head Office

£19,948.50 per annum + company benefits

At Dignity, we are proud to work in a unique industry. We succeed by helping people through difficult times with compassion, respect, openness and care. We offer a range of challenging and rewarding roles for caring individuals across the funeral profession and we continually invest in our staff, premises and vehicles so that we can ensure clients and their loved ones receive the highest standard of care. Every day, we want to exceed our customers’ expectations, we aim to do this by persistently delivering excellent client service through the continued dedication of our people.

Within our Branch Development teams, we are looking for a Client Care Agent to join the Dignity family. You will be responsible for contacting a predetermined list of clients by telephone to discuss their experiences regarding goods and services provided by Dignity. This will include noting feedback and taking the appropriate action to reflect the feedback as well as resolving any queries as and when needed.

Alongside a highly collaborative, dedicated and supportive management team, we will give you the room to stretch and develop within the industry. With both training and learning opportunities, our dedicated Learning and Development team and management team will ensure that you are delivered full training to confidently perform this role and will also aim to promote your progression. Alongside this, Dignity Plc really believes in our people, so you will also have access to a wide range of Mental and Financial Well-being tools, access to financial support and a broad range of benefits.

**What will I be doing as a Client Care Agent?**

As a Client Care Agent, you will be the main point of contact for our clients in providing feedback on their experience throughout their journey with Dignity. You will maintain accurate records of progress and work to SLAs set by the Branch Development Ops Manager and look to build rapport and good working relationships with both clients and your wider team.

Other duties will include:

- Ensuring that all calling opportunity is managed to completion on a daily basis and reported to management efficiently, effectively and on time
- Understanding issues and opportunities within the Client Care framework which may require more than an ad-hoc solution and reporting these to the Branch Development Operations Manager
- Maintaining an accurate log of all significant contact with clients for reference and analysis
- Performing all tasks in line with Dignity’s Quality Management System, QMS

**What Do I Need?**
- Has worked within an administrative background previously and can work to different workloads well
- Excellent telephone skills, including the use of techniques such as questioning skills and paraphrasing to ensure effective communication
- Be resilient and persistent in managing daily call volume to perform tasks and achieve goals
- Excellent planning, organisation and time management skills
- Ability to identify issues and queries in a timely and effective manner and escalate issues to be dealt with
- Excellent PC skills, especially: Excel, Access, and Outlook
- The ability to liaise at a cross-functional level within an organisation

**Equality, Diversity and Inclusion Statement**

Our Vision is to connect with our clients, colleagues, company and communities based on our principles whilst celebrating our differences.

We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and take decisive, informed and bold action to promote inclusion and belonging.

**What are the next steps?