Careers with Golden Charter

Our people

The success of our business is down to our people and our priority is making Golden Charter a great place to work.  Part of this is achieved by recognising people’s potential, providing opportunities that fit their skills and talents and ensuring the appropriate support is in place.  All of this has contributed to us becoming an industry-leading organisation with sales growth in excess of 130% in the last 5 years.

Our people take pride in the work we do and in all customer interactions because we identify and provide learning and development opportunities that supports the business growth as well as their own development.  At all times, the customer is at the heart of everything we do.

Together we can do great things.

Careers

If you want to be part of this and benefit from being a member of an industry-leading business please contact us using the links below.

 

 

Liam McDonald Business Change Lead

I joined Golden Charter in 2013 as I was attracted to working for a growing business with a philosophy of promoting from within. I started as a Customer Service Advisor and within 18 months I took advantage of this philosophy and was successful in my application for the position of Continuous Improvement Lead. Golden Charter offers great opportunities to develop your career and gives you all of the required support to do so. The fact I have again more recently moved to a new role as Business Change Lead proves that Golden Charter really believes in its people and the value they can add to the business.

Katie Shannon Team Leader – Customer Support & Pendings

I joined Golden Charter in March 2013. During my time I have worked my way up from Administrator in the Allocations team to Deputy Team Leader in Processing, more recently becoming the Team Leader for Customer Support & Pendings. Throughout my journey I have been given all of the training and tools needed to reach my goal. I have made many friends, and feel there is a great community spirit making Golden Charter a fantastic place to work.

Available Positions

If you want to be part of this and benefit from being a member of an industry-leading business contact out HR team.

Positions available in Head Office

Deputy Team Leader

We are looking to appoint a Deputy Team Leader to join our expanding and dynamic office on a full time basis. The role will be based at our Head Office in Bearsden.

The Deputy Team Leader will assist the Team Leader in managing and developing a high performing team in our Legal Services Operations. As well as being a competent team member, you will be required to provide leadership support for approx. 50% of your time.

Key Responsibilities:

In addition to team member responsibilities you will be required to support the management of the team in the following areas:

  • Deputise for TL where required
  • Deliver call monitoring and associated coaching
  • Liaise with QA and TL to support in the provision of QA feedback, suggesting areas for improvement and coaching
  • Provide escalation point for complaints and coaching/development
  • Support TL in day to day team activities, including work allocation and performance management
  • Role model Golden Charter values, demonstrating positive behaviours and approach
  • Demonstrate customer centricity, considering our clients and stakeholders in decision making
  • Work closely with TL to ensure consistent approach to leadership
  • Undertake specific responsibilities for agreed project implementations
  • Champion change and continuous improvement across the area

Personal Attributes:

  • Excellent verbal and written communication skills
  • Professional telephone manner
  • Ability to manage and prioritise workload
  • High attention to detail
  • Ability to work to tight deadlines and cope under pressure
  • Ability to communicate effectively with colleagues and customers
  • Apply high quality standards to all tasks
  • Ability to work independently as well as co-operatively with others
  • Proactive and solution-focussed

Drive for Results

  • Work with the TL to maximise team performance
  • Guide and motivate others
  • Lead by example
  • Coach others to strive for results, influencing them to persevere when faced with difficulties
  • Help manage and organise team and department goals, incentives and priorities

Knowledge, Skills and Abilities

  • Fully competent in the use of Microsoft Word, Excel and Outlook
  • Numerate and data literate with good written and oral communication skills
  • Able to provide accurate and timely feedback
  • Able to prioritise and delegate efficiently
  • Able to recognise opportunities for continuous improvement

Hours: Monday-Friday, 9am-5pm

Salary: up to £20,468, plus up to 30% annual bonus

Benefits: Onsite parking, pension contribution, free life insurance, subsided gym membership, various funded social events, fantastic career opportunities

Legal Services Administrator

We are currently recruiting for our expanding Legal Services Operations Department and looking for forward thinking, customer focussed individuals to join us on a full time basis.

The role is diverse and our team members are expected to perform various administrative duties which may include drafting Wills and preparing Power of Attorney documentation. The ideal candidate will enjoy a challenge and be willing to learn and grow with our exciting ambitions for the area. The role is based at our head office in Bearsden.

Key Responsibilities

  • Where necessary

o Produce and manage Will and Power of Attorney documentation

o Facilitate the creation of Legal Services products in customer database

o Create and manage the customer journey for Trust and Probate products

o Manage a varying level of tasks and deadlines

o Work in conjunction with key stakeholders including field staff and support departments

o Liaise and work with external partners and Solicitors

o Answer telephone, email and written enquiries from customers

o Investigate and resolve queries balancing the needs of the business and the customer

Desired skills

  • Full training will be given, however experience in legal services or similar would be advantageous
  • Numerate and data literate with good written and oral communication skills
  • Proficient in the use of CRM systems and Microsoft packages, eg Microsoft Excel, Word, Outlook
  • Sound problem solving skills

Personal Attributes

  • Customer focused
  • High quality standards with attention to detail
  • Pro-active with an ability to work independently and co-operatively
  • Receptive to feedback with a passion to self-develop

Hours - Monday-Friday, 9am-5pm

Salary - £18,500 plus up to 30% annual bonus

Benefits - Pension contribution, on-site parking, free life insurance, subsidised gym membership, various funded social events, fantastic career opportunities

 

Telesales Advisor

We are looking to appoint a number of Telesales Advisors to join our expanding and dynamic office based in Bearsden to support our continued growth.

Reporting to a Telesales Manager, the Telesales Advisor is responsible for the generation of new business opportunities by effectively managing relationships to secure sales on a telephony basis.

Handling both inbound and outbound calls, you will promote Golden Charter products and services by delivering a consistently high level of customer service, ensuring the customer’s needs are at the heart of the sales process.

The successful applicant will be tenacious, self-motivated, target driven with a burning desire to succeed.

This is a fantastic opportunity for the right person to earn OTE of £27,000 plus

Key Responsibilities:

  • Identifying customer needs and closing sales opportunities
  • Cultivating relationships from initial enquiry to the conclusion of the sale
  • Making outbound calls to potential customers
  • Answering all incoming calls to the department
  • Cultivating relationships from initial enquiry to the conclusion of the sale
  • Promoting opportunities for incremental funeral plans referral and legal services through outlined company procedures.
  • Identifying customer needs and closing sales opportunities
  • Follow up on customer enquiries to maximise sales
  • Understanding and demonstrating high level of customer service
  • Promoting Golden Charter products to clients/customers
  • Work to daily/weekly sales targets
  • Utilise company systems to track and log correctly in order to produce quality management information
  • Maintaining a focus on achieving outlined quality standards

Personal Attributes:

  • Financial services background advantageous but not essential
  • Ability to pro-actively source sales opportunities
  • Experience in customer relationship management
  • Disciplined and enthusiastic with self-drive and motivation
  • Excellent telephone manner
  • Excellent organisational skills
  • Ability to manage workload
  • Ability to work to tight deadlines and cope under pressure
  • Apply high quality standards to all tasks in hand
  • Work co-operatively with others to achieve a common goal

Salary: £17,245 plus £30 commission per sale (uncapped commission)

Hours: Monday-Friday, between the hours of 9am-7pm

Benefits: Onsite parking, pension contribution, free life insurance, subsidised gym membership, various funded social events, fantastic career opportunities.

HR and Payroll Assistant

We have an excellent opportunity for a HR and Payroll Assistant to join our expanding HR Department on a full time, permanent basis.

The successful candidate will be responsible for delivering the HR and payroll administrative processes in an effective and efficient manner, maintaining accurate and compliant employee records.  Working closely with the extended HR team, the Assistant provides day to day support to all employees and managers in administrative HR and payroll matters in line with policy and legislation.

This role is required to assist on major projects and provide comprehensive reports and analysis on employee data.

Skills/Experience

  • Experience of working in an HR team and solid understanding of payroll administration activities
  • Good understanding of current HMRC tax regulations
  • Excellent numeracy and literacy skills
  • Experience of HR/payroll database and systems is desirable.
  • Advanced Microsoft Excel and Word skills

 

Key Responsibilities

 HR Administration

  • First point of contract for all HR queries via phone, email and in person.
  • Updating and maintenance of various trackers via Excel and the HR system OHRM.
  • Managing absence data through collating and analysing return to work forms, monitoring absence against policy, recommending absence reviews as required.
  • Employee lifecycle administration; compiling employment contracts and new start paperwork, completing pre-employment checks, changes of terms and conditions and leaver processing.
  • General HR administration including coordinating flexible working requests, maternity, paternity and adoption paperwork.
  • Note taking for employee relations case work supporting the HR Consultants

 Payroll Administration

  • Accurate input and maintenance of information for new starts, leavers, absence, maternity/paternity etc.
  • Facilitate monthly payroll activities including approval of payroll and payment via outsourced provider
  • Completion of monthly post payroll tasks and reporting.
  • Processing employee benefits
  • Pension administration and auto enrolment

 General

  • Maintaining awareness of changes in pay and tax legislation and making recommendations to the HR Operations Manager on impact.
  • Providing data and reporting on employment issues
  • Supporting the HR Operations Manager and Head of HR in HR projects
  • Make recommendations for and implement process improvements.
  • Support the Organisational Development Manager in administration of training, recruitment and employee development tasks

 

Personal Attributes

  • Meticulous attention to detail and accuracy
  • Ability to work to strict deadlines
  • Highly organised with the ability to manage a varied workload
  • Approachable with a common sense and can-do attitude to work
  • Ability to work under pressure in a busy environment
  • Able to ensure confidentiality is maintained

 

Hours: Monday - Friday, 9am-5pm

Salary: £18,000 plus up to 30% annual bonus

Benefits: Onsite parking, pension contribution, free life insurance, subsided gym membership, various funded social events, fantastic career opportunities.

Senior Oracle Analyst

We are currently looking for a Senior Oracle Analyst/Programmer to join our growing IT department on a full time, permanent basis. As a Senior Oracle Analyst Programmer within our busy IT Team, you will be involved in the full development lifecycle both in new project work and supporting existing systems. You will be expected to be self-motivated and capable of working with minimal supervision and in a team environment to provide solutions.

Key Responsibilities

  • Work with business users and team members to analyse requirements and provide technical analysis and design solutions
  • Provide analysis of technical and functional problems and implementation of solutions
  • Produce accurate documentation for all stages of the lifecycle
  • Produce efficient and reliable code, and undertake unit testing to the highest standard
  • Perform and attend walkthroughs and quality reviews of own and others’ work
  • Provide accurate effort estimates to assist planning process
  • End to end development workstream management
  • Track progress and provide status reports on a regular basis
  • Prepare for and carry out systems implementations
  • Follow version control, data control, and change control procedures

Experience

Essential

  • Proven track record in software development using one or more development languages in a structured environment
  • Sound technical background in Oracle RDBMS
  • Detailed knowledge of Oracle Developer Suite including Forms and Reports
  • Excellent SQL & PL/SQL development skills (packages, stored procedures, functions)
  • Demonstrable version Control operational and administrative experience
  • A proven record of applying robust problem solving and analysis skills
  • Excellent team-working skills
  • Ability to prioritise and organise own workload and deliver to deadlines
  • Ability to use own initiative and self-motivate
  • Ability to work calmly under pressure
  • Experience of Version Control
  • Thorough, systematic approach
  • Commitment to producing high quality, accurate work

Desirable

  • Able to demonstrate strong presentation and communication skills including the ability to present information to peers and business users.
  • Experience of using standard systems development lifecycle models

Salary: £40-£45,000 plus up to 30% annual bonus

Hours: Monday-Friday, 9am - 5pm.

Benefits: Onsite parking, pension contribution, free life insurance, subsidised gym membership, various funded social events, fantastic career opportunities

Resolutions Team Leader

Due to an internal promotion, we have a fantastic opportunity for a Resolutions Team Leader to join our Resolutions department on a full time permanent basis.

The Resolutions Team Leader is responsible for coaching, supporting and managing a team of 4 Customer Resolution Handlers.

They will work closely with the Funeral Planning Authority (FPA) and the Independent Dispute Resolution Service (IDRS) in order to resolve escalated complaints.

Responsibilities

People Management

  • Daily review of work in progress and assigning out work to Customer Resolution Handlers
  • Weekly quality assurance of a sample of completed work
  • Monthly 121s with Customer Resolution Handlers; reviewing performance and where appropriate creating improvement/ development plans

Complaint Management

  • Ensure complaints are resolved in a compliant and timely manner in line with FPA regulations
  • Act as a point of referral to the Customer Resolution Handlers and other parties within the business (includes delegated financial authority limit decisions)
  • Resolve escalated complaints often in conjunction with external bodies (e.g. FPA, IDRS, Trading Standards)
  • Overview of business wide ‘First Point of Contact’ (FPOC) process

Stakeholder Management

  • Provision of management information to the Board, the business and other key stakeholders
  • Maintain a strong working relationship with all areas of the business
  • Inform and advise on possible risks and potential process improvements based on complaint outcomes

Risk Management

  • Ensure a strong control environment exists within the complaint process
  • Work to complete any Internal Audit/ Compliance and Risk recommendations

Key Skills

  • Good people management skills
  • Good communication and listening skills
  • Strong leadership experience
  • Customer focussed
  • Strong problem solving skills
  • Complaint handling experience
  • Advanced knowledge of Microsoft packages
  • Excellent organisation skills

 

Salary: £27,144 plus up to 30% annual bonus

Hours: Monday-Friday, 9am-5pm

Benefits: Onsite parking, pension contribution, free life insurance, subsidised gym membership, various funded social events, fantastic career opportunities.