Client Support Consultant

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As a Client Support Consultant at Poppy’s, your main focus will be:

• To provide dedicated operational support to our Funeral Directors.


• To coordinate the practical elements involved in delivering exceptional funerals


• To build trusted relationships with clients, acting as an additional point of contact throughout the funeral planning process


• To contribute to the continued growth of Poppy's


• To be the primary point of contact for clients visiting or contacting our Sheen shop.


• To take ownership of the day\-to\-day presentation of our Sheen shop.

While the role will be weighted towards supporting our Funeral Directors and existing clients, your focus may shift towards supporting other teams during times of reduced capacity depending on business and operational priorities.

Key responsibilities

1\. Funeral Director support

• Work alongside Funeral Directors to coordinate the practical arrangements for funerals.


• Research and coordinate bespoke funeral requests.


• Support Funeral Directors by managing agreed client communications and progressing actions between client interactions.

2\. Client care

• Build trusted relationships with clients throughout the funeral planning process.


• Act as an additional point of contact for clients.


• Help clients make informed choices about funeral elements.


• Ensure every interaction reflects Poppy’s company values.


• Escalate complex client queries or sensitive decisions

3\. Funeral administration

• Ensure funeral arrangements are accurately recorded.


• Prepare, check and issue invoices promptly and accurately.


• Monitor outstanding invoices and follow up with clients.


• Maintain accurate supplier records.


• Support continuous improvements to funeral administration


• Assist with other operational projects that improve efficiency

4\. Sheen shop environment

• Be the welcoming face of the Sheen shop.


• Ensure the shop remains welcoming, organised and client\-ready.


• Welcome walk\-in visitors and respond confidently to all enquiries.


• Work with the support of our Client Support Advisor team to fully answer all initial future funeral enquiries.


• Work with colleagues to ensure the Sheen shop remains a positive presence within the local community.


• Support local marketing activities and community events.

We are looking for:

• Proven experience delivering exceptional service in a client\-facing role. Funeral sector experience is not required for this role.


• Strong communication and relationship\-building skills.


• Confidence working both independently and as part of a team, using initiative to solve problems and taking ownership of outcomes.


• Commercial awareness and an understanding of how excellent client service contributes to business growth.


• Excellent organisational and administrative skills, with great attention to detail.


• Strong IT skills and confidence learning new systems.


• Highly flexible, with the ability to adapt quickly to changing priorities.


• Experience managing multiple competing tasks and deadlines simultaneously.


• A quick and nimble learner \- this is a fast\-paced environment.


• Calm, resilient and proactive under pressure.

Job Types: Full\-time, Permanent

Pay: £34,226\.95 per year

Benefits:

• Additional leave


• Bereavement leave


• Company pension


• Cycle to work scheme


• Employee stock purchase plan


• Enhanced maternity leave


• Enhanced paternity leave


• Health \& wellbeing programme


• Paid volunteer time


• Sick pay

Ability to commute/relocate:

• London SW14 8AN: reliably commute or plan to relocate before starting work (required)

Application question(s):

• You will commit to emailing a covering letter telling us why you believe you are a good fit for this role? team@poppysfunerals.co.uk

Experience:

• Customer relationship management: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person

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