Online Funeral Advisor

You'll often be the first voice a family hears after someone they love has died. Some calls will be emotional, others more straightforward, from partner organisations, police, coroners or Network Rail. Every one of them matters.

As an Online Funeral Advisor, you will:

• Take calls from families when someone has died, recording every detail accurately and with care.
• Handle calls from partner organisations and contract partners, including police, coroners and Network Rail.
• Arrange and coordinate funerals from first contact to completion, including cremation bookings, coffins, flowers, music, webcasts and the return of ashes.
• Work closely with Funeral Operations teams, crematoria, branches and suppliers so everything happens as planned.
• Complete funeral paperwork, including statutory cremation documents, accurately and on time.
• Take ownership of enquiries and complaints and see them through to resolution.
• Make sound decisions independently out of hours, and know when to escalate.
• Keep clear case notes and complete detailed shift handovers so nothing falls through the gaps.

We have four roles available across three shift patterns:

• 28 hours per week (1 role) - Monday, Tuesday, Wednesday and Friday, 5pm to 10pm, plus one 8-hour Saturday shift worked between 8am and 10pm.
• 24 hours per week (2 roles) - Saturday and Sunday, two 12-hour shifts worked between 8am and 10pm.
• 8 hours per week (1 role) - Saturday and Sunday, 8am to 12pm.

Saturday shifts on the 28-hour pattern, and both shifts on the 24-hour pattern, may start at different times between 8am and 10pm. You'll always get your rota at least five weeks in advance.

Online Funeral Advisor

Location: Hybrid - Birmingham Enterprise Wharf (home-based once trained)

Job Type: Part-time, permanent - 28, 24 and 8 hours per week available

Salary: £13.12 per hour

We're looking for compassionate, calm and organised people to join our Virtual Branch as Online Funeral Advisors, supporting families by phone and online when someone has died, during evenings and weekends.

Our Mission: To help every family in the UK navigate the hardest moments of life with simplicity, dignity, kindness and exceptional care.

Our Vision: The UK's leading end-of-life company, helping 1 in 3 people across the UK to plan for and deal with death.

When someone dies, families need someone who picks up the phone, listens and knows what happens next. Our Virtual Branch makes sure that happens in the evenings and at weekends, arranging funerals from start to finish for families who choose to do everything by phone or online, without ever needing to visit a branch.

You'll start with around four weeks of full-time training during the day, Monday to Friday, at our Birmingham office. Once you're trained and signed off, you'll move onto your shift pattern and work from home, with the occasional trip to the office for training or equipment. Because of this, you'll need to be able to travel to Birmingham when needed.

• Experience in customer service or a customer-facing role.
• Warm, clear communication on the phone and in writing.
• Calm, empathetic and professional when conversations are emotional.
• Comfortable talking about death and bereavement.
• Organised, accurate and great with detail.
• Able to manage competing priorities and work independently.
• Confident using Microsoft Office, telephony and customer management systems.
• GCSE (or equivalent) English and Maths.

No previous funeral experience is needed - full training and support provided. Experience in the funeral sector, a regulated environment or supporting vulnerable customers would be a bonus.

• Time to recharge - Up to 25 days' annual leave (increasing with service) plus bank holidays, pro rata to your hours, 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 eyecare 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.

• Meaningful purpose - Supporting families through the hardest moments of their lives.
• Grow with us - More career paths and leadership opportunities as our group grows.
• Shape the future - Help us become the UK's number one end-of-life provider and see the difference it makes.

Hit 'apply' and a member of our Talent Acquisition Team will be in touch.

Life Services Group exists to help every family in the UK 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.

Dignity Funeral Directors is part of a group that includes FCA-regulated activities. Some roles may require additional training, screening or regulatory checks, confirmed during recruitment.