Customer Service Agent

Position: Customer Service Agent - Night Shifts

Location: Birmingham. Remote, with occasional travel to the office; on-site training throughout induction

Job Type: Full-Time, working 4 on, 4 off.

Hours: 22:00 - 08:30

Contract: Fixed-Term Contract (12 months)

Salary: £24,078.60 per annum + a night shift supplement of £5,177.52 per annum, split across monthly payments

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.

The Opportunity

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.

What You'll Be Doing

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.

What We're Looking For

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 working hours.

It would be a bonus if you've worked in the funeral sector or in an FCA-regulated environment, or if you've used AI-driven customer support tools such as automated call routing or conversational AI. None of these are essential, though, and we'll help you learn.

You'll Excel in This Role If You

• Are a natural listener who makes people feel heard, even on a difficult call.
• Can talk about death plainly and kindly, without rushing or shying away.
• Want to get things right for every customer and take pride in the detail.
• Bring a professional outlook and the highest level of integrity.
• Build good relationships with customers and colleagues alike.
• Always look for ways to improve and enjoy learning something new.

What you can expect from us

We believe in rewarding our colleagues with a strong, supportive benefits package that helps you feel secure, valued and able to grow.

• Time to recharge - Up to 25 days' annual leave (increasing with service) plus bank holidays, giving you the time you need to rest and reset.
• A little extra reward - Opportunity to earn a yearly bonus of up to £300-£500 in recognition of your contribution.
• Planning for your future - 4% matched pension to help you build long-term financial security.
• Peace of mind - Life assurance cover at 2x your salary to support your loved ones.
• Everyday savings and perks - Access to MyStaffShop, our employee rewards platform, offering savings across high street and online retailers, alongside eye care support, flu jab reimbursement and lifestyle discounts.
• Support when you need it - Access to a 24/7 Employee Assistance Programme, occupational health services and confidential counselling.
• Learn and grow with us - Ongoing training and development, including internal learning pathways and apprenticeship opportunities.
• Making work easier - Free on-site parking available at most of our locations.

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, simply hit the 'apply' button. A member of our Talent Acquisition Team will be in touch to guide you through the next steps.

Why Life Services Group

Life Services Group exists to help every family in Britain navigate the hardest moments of life. We bring together trusted names across funeral services, crematoria and cemeteries, legal services, direct cremation and wills, including Dignity Funeral Directors, CMG, Simplicity Cremations, Dignity Legal Services and Farewill, so families can get more of the support they need in one place.

Our ambition is to support one in three families across the UK as they plan for, navigate and deal with death. We want to set a new standard for care, service and simplicity across the sector.

Death is part of life, and being there for families when it matters is what we do. That means making difficult moments feel more supported, more straightforward and more human.

We are building a modern group that supports families at every stage, from planning ahead with wills and funeral plans, to arranging a funeral, cremation or burial, and managing probate afterwards. This is a defining moment for our business. With stronger foundations, clearer strategy and real momentum, we can change end-of-life care for the better. We are modernising how we work, investing in our colleagues and technology, and helping more families than any one brand could alone.

Wherever you work in Life Services Group, in one of our local teams, specialist brands or group functions, you'll be part of work with meaningful purpose. You will help families through some of life's hardest and most important moments.

Across all our brands, we want colleagues to grow with us through better training, stronger support, modern tools and clearer opportunities to build skills and confidence. You'll be part of teams who care deeply about what they do, look out for each other and take pride in doing work that matters.

You will also help shape the future of end-of-life care. That means making support simpler, more connected and more human for families, while each brand keeps the identity, expertise and community connection people already know and trust.

If you want a career with meaningful purpose, room to grow with us and the chance to shape the future, find your Life's work.

FCA Statement

Dignity is part of a group that includes FCA-regulated activities, and some roles may be subject to relevant training, screening, conduct, and regulatory requirements. This will be confirmed as part of the recruitment process.

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 to take decisive, informed and bold action to promote inclusion and belonging.

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 application numbers, to close or extend the closing dates for positions; we would therefore recommend an early application.