Customer Service Agent - NIGHTS

Brand  Function Central Operations Location England | Birmingham

Employment type

Full-time Salary £24,078.60 per annum + additional night shift supplement of £5,177.52 per annum split monthly Closing date 30/10/2026 Description

Be the Voice That Helps When It Matters Most

At Life Services Group, our mission is to help every family in Britain navigate the hardest moments of life with simplicity, dignity, kindness and exceptional care. Our vision is to become the UK's leading end-of-life company, helping one in three people across the UK to plan for and deal with death.

We've recently come together as Life Services Group, bringing trusted names including Dignity Funeral Directors, CMG, Simplicity Cremations, Dignity Legal Services and Farewill under one roof. It's an exciting new chapter, and we're growing the team who are often the very first people a family speaks to.

When someone calls us, it's often because a person they love has just died. Sometimes they're calmly planning ahead for their own death. Either way, the first conversation matters. A kind, clear, unhurried voice on the other end of the phone can change how supported a family feels at one of the hardest moments of their lives. We're looking for Customer Service Agents who want to be that voice.

You’ll join our Central Operations team, a friendly, professional group of people who care for callers 24 hours a day, 365 days a year. Reporting to our Customer Service Manager, you’ll answer calls from families, help them with what they need, and sort as much as you can in that first conversation.

You don't need to have worked in the funeral sector. What matters most is that you're a great listener, you're comfortable talking openly about death and dying, and you stay calm and kind when someone is upset. We'll give you full training on our services, our procedures and how to support people who may be vulnerable, and we'll keep supporting you as you grow in the role.

As a Customer Service Agent, you will:

• Answer calls from families and customers, adapting how you speak to each person's needs and showing understanding, patience and empathy.
• Resolve enquiries first time wherever you can, and follow up promptly on anything that needs more time.
• Get to the heart of each concern or question, find the right answer, put a solution in place and escalate anything you can't resolve.
• Look after customers across phone, email and other channels, plus the occasional face-to-face query.
• Give extra care to customers who may be vulnerable, making sure everyone is treated fairly and reaches a good outcome.
• Keep accurate records and write clear, caring messages.
• Work with colleagues across the Group to get things done for families.
• Keep your knowledge of our services and procedures up to date through regular training and briefings.

Someone with experience in a customer service or contact centre role, who has excellent listening and telephone skills and can explain things clearly so people understand. You'll write accurately, manage several tasks at once and enjoy solving problems. You'll be confident using a PC, including Microsoft Office and the internet, and comfortable with phone and multi-channel contact systems. You'll be educated to at least GCSE level.

Because we’re here for families around the clock, you’ll need to be flexible with your…