Position: Simplicity Customer Success Agent
Location: Birmingham
Job Type: 38.75 hours per week, working shifts scheduled between 8:00am and 8:00pm
Salary: £26,180 per annum
About the Role
We’re looking for a Customer Success Agent to join our growing Simplicity team. This is a fantastic opportunity for someone who is passionate about delivering exceptional customer service and enjoys supporting customers throughout their journey. As a Simplicity Customer Success Agent, you will be the primary point of contact for customers after they have purchased a Simplicity Funeral Plan. You'll help customers with account queries, payment enquiries, and updates to their plans while ensuring all customer records remain accurate and compliant. You'll also play an important role in completing Anti-Money Laundering (AML) and Know Your Customer (KYC) checks, helping us meet our regulatory obligations while maintaining a positive customer experience.
What You'll Be Doing
- Acting as the main point of contact for customers following the purchase of a Simplicity Funeral Plan
- Handling inbound customer enquiries by telephone and written channels
- Supporting customers with payment queries, account updates and general plan enquiries
- Completing AML and KYC checks in line with regulatory and internal requirements
- Maintaining accurate customer records across internal systems
- Resolving customer issues efficiently and escalating complex cases when required
- Delivering clear, empathetic and professional customer service, including supporting vulnerable customers
- Working in line with FCA Conduct Rules, Treating Customers Fairly principles and company policies
What We're Looking For
- Previous customer service experience, ideally within a contact centre or customer support environment
- A confident communicator with excellent verbal and written communication skills
- Strong attention to detail and a commitment to accuracy
- Excellent organisational and time management skills
- Someone who can follow processes while remaining customer-focused
- A professional, adaptable and trustworthy individual who takes ownership of their work
- Experience within an FCA-regulated environment or the funeral sector would be beneficial but is not essential
What We Offer…
- A supportive and collaborative working environment
- Comprehensive onboarding and training to help you succeed
- Professional development opportunities and access to apprenticeship programmes
- Life Assurance Cover for added peace of mind
- Health & Wellbeing Programme, including access to an Employee Assistance Programme
- Holiday Allowance of 30–33 days per year, inclusive of Bank Holidays
- Contributory Pension Scheme to help you plan for the future
- The opportunity to build a rewarding career with one of the UK's leading end-of-life service providers
What are the next steps?
If this sounds like the next step in your career and you’re ready to support families and lead with professionalism, hit the ‘apply’ button. A member of our Talent Acquisition Team will be in touch to guide you through the next steps.
About Us
We are Dignity, one of the UK’s oldest and most trusted funeral providers, with over 200 years of history, 570 branches, and 46 crematoria across the country. From launching the UK’s first funeral plan to helping shape modern regulation, we have led the way in supporting families with care, compassion, and professionalism.
We are now building the UK’s leading end-of-life company. As part of the Dignity Group, we also operate Simplicity Cremations, a low-cost, direct cremation service and Farewill, the country’s most prominent will writer and one of the UK’s top probate providers, giving families support not just at the funeral, but before and after as well.
Today, we are over 4,000 people across the UK, all driven by the same goal: to care for families with compassion and make the UK a world leader in end-of-life care. Here to help, whenever you need.
FCA Statement
The FCA regulates us so that some roles may be subject to background checks.
Equality, Diversity and Inclusion Statement
We know that diverse teams make better decisions, build better products, and create a more inclusive and better place to work. Whoever you are, wherever you’re from, and whatever your life looks like, we’d love to hear from you. And if there’s anything you need to make the process more accessible, please let us know.
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate, and no fees will be payable.
We reserve the right, depending on the number of applications received, to close or extend the closing dates for positions; therefore, we recommend submitting your application early.
Simplicity Customer Success Agent in Sutton Coldfield employer: Dignity
Dignity is an exceptional employer, offering a competitive salary package and a supportive work culture that prioritises employee well-being and professional growth. With flexible hybrid working arrangements and a commitment to diversity and inclusion, employees are empowered to thrive in their roles while making a meaningful impact in the community.
