Customer Services

2 weeks ago

Portsmouth, United Kingdom Southern Coop Full time

At Southern Co-op we offer a lot more than just a job. As we are completely owned by our 200,000+ members, we put people first. Become part of the family with Southern Co-op, who are proud to serve local communities and put people first.

In this role you will be working as part of our **Funeral Planning team**. This role is based at our head office in Portsmouth. The office has great amenities with onsite parking and a lakeside shuttle bus service.

In this truly rewarding role you'll deliver and exceed client expectations by delivering the best end of life care, support and client experience via the sales, arrangement, administration and delivery of pre-paid funeral plans, memorialisation and aftercare services.

**What to expect**
- Embrace, support and deliver the End of Life vision in a professional, honest, caring and empathetic manner
- Confidently manage, support and process all funeral plan enquiries
- Sell, arrange and administer funeral and memorial plans and aftercare services
- Maintain compliance in line with company policies and procedures, Financial Conduct Authority (FCA) regulations and statutory legislation, internal KPI’s, the Funeral Director’s code and the FCA’s Code of Conduct rules
- Engage and complete relevant FCA CPD requirements
- Ensure funeral plan enquiries, and the administration of, are handled in a timely manner
- Receive payments from clients and complete administration of financial documentation including weekly reconciliations and internal reporting
- Report complaints or negative feedback to Line Manager and support in the investigation to ensure a timely resolution
- Supporting vulnerable clients where appropriate
- Be proactive in community engagement initiatives

**Key skills required**
- Numerically and financially aware
- Knowledge or experience of funerals and funeral plan environment (desirable)
- IT literate and a competent user of MS Office
- Great communication skills
- Organised with strong attention to detail and accuracy
- Can display resilience and able to work as part of a team
- High level of understanding, empathy, and compassion
- Knowledge of FCA regulated industry (desirable)

**Benefits**
- 31 days of annual leave (incl bank holidays) increasing over time to a maximum of 36 days after 10 years’ service.
- 20% discount in stores
- Healthcare cash plan
- Share incentive plan
- NEST pension
- Cycle-to-work scheme
- Free onsite parking at our Lakeside Head Office
- Opportunities to develop your skills through apprenticeships and our own in-house training & development programmes

INDHQ

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