Outbound Sales Customer Service Specialist

at  WesterleighGroup

PERMANENT ROLE

Are you a natural communicator who loves connecting with people? Do you enjoy having meaningful conversations, helping others, and delivering outstanding customer service?
If you’re enthusiastic, bubbly, and thrive in a customer centric environment, we want to hear from you!
Due to continued growth, we now have 2 vacancies available in our friendly customer service sales team, based at our Head Office in Cannock, Staffordshire.
Since 2021 we have been busy growing our first-class direct cremation service which offers individuals and families all over the country a simple alternative to a traditional funeral service. We received a Gold Trusted Feefo award for our service in 2024 and our Direct Cremation plans are rated 5 star by Fairer Finance.
Like many of our colleagues, you might not have considered this industry before, however with industry training provided and on-going career development, you will find it one of the most varied and rewarding opportunities you could ever imagine.

THE ROLE

Working in our call centre, you’ll use your brilliant people skills and empathy, to provide peace of mind, by helping customers find a solution that is uniquely personal.
About 70% of this role involves making calls to customers and 30% handling inbound calls. The calls you will make and receive are mainly what we call “pre-need”.
This involves making warm calls to follow up with customers that have expressed an interest in our Funeral Planning products & services, so they have a plan in place for the future. We advertise our services across a variety of platforms including on the television, print, online and on our website.
Our customers value talking to someone before making a big decision so the personal touch and consistency you provide is incredibly important. Using your listening skills and sales expertise, you’ll manage a portfolio of enquiries and spend time with customers discussing the features and benefits of our services, until a suitable outcome that is right for each individual is found - This might be selling one of our direct cremation plans, or it might be that a traditional service is more fitting for them after we fully understand their needs and expectations.
We believe in an honest and transparent service, and relationships built on trust.
In this role you will typically handle around 80 – 100 calls per day, so a passion for helping people will certainly be key. Your calls aren’t timed and the service we provide is about making sure the individual is given the time, care, and attention they need to fully understand their options.