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.


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.



Allan Hughes Head of Corporate Partnerships

I joined Golden Charter back in 2012, as I was attracted to working for a growing local business with national reach operating in a niche market. I started as a Business Development Manager and in less than two years gained promotion to National Sales Manager. The fact that I have again recently stepped up to a new role as Head of Corporate Partnerships further evidences the real culture of achievement and excellence in Golden Charter, where innovation and hard work are recognised and rewarded.

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

Finance Business Partner

Golden Charter is looking to recruit a Finance Business Partner to join our growing Finance team.  Reporting to the Head of Planning and Analysis, the Finance Business Partner will work closely with senior management in other parts of the business – predominantly our Legal Services Business Unit and the Marketing function – to provide insights based on analysis of operational and financial performance.
·         Use of financial analysis to support decision-making and facilitate change by working closely with a number of different departments across the business.
·         Improving the impact, and understanding, of financial reporting on business performance by ensuring processes deliver reliable financial information in a format that enables senior managers to drive performance.
·         Bring financial performance challenge to the business areas, providing analysis and delivering insight that links financial reports to business strategies.
·         Responsibility for delivering budgeting and forecasting processes for agreed business areas.
·         Preparation and ownership of reliable and informative management and financial reports for senior management, including appropriate variance analysis and cost performance analysis.
·         Building partnerships and maintaining strong relationships with all senior managers and their teams.
Key Skills
·         A strong team player, who is resilient, motivated and not easily discouraged.
·         Excellent analytical prowess and an ability to identify trends and relationships across numerous datasets to inform decisions and support recommendations.
·         Ability to apply analytical skills beyond the traditional functions of finance and to bring them to bear on a broad range of commercial issues.
·         Advanced financial modelling skills, preferably trained in a recognised industry standard.
·         Highly developed oral, written, and presentation skills, with an ability to communicate financial information effectively to non-finance managers.
·         Ability to see value in the information you provide and to inspire others to make use of it.
Desirable Experience
·         Professional accounting qualification, with 3 years post-qualification experience.
·         Prior experience of working in a similar role, or ability to demonstrate transferable key skills.
·         Preferably experience working with a Marketing team assessing effectiveness of marketing activity
·         Ideally experience of working in both business-to-business and business-to-consumer environments, but not essential that both are covered.
Salary: £40,000-£45,000 (dependent on experience), plus annual bonus
Benefits: Onsite parking, pension contribution, life insurance, subsidised gym membership, various funded social events.

Senior Marketing Analyst

Golden Charter is looking to recruit a Senior Marketing Analyst to join our growing Marketing Department based in Bearsden, Glasgow.
The Senior Marketing Analyst will be responsible for analysing marketing effectiveness across all business channels in order to ensure that our marketing spend is driving activities to give us the best ROI. In addition, work with our Campaign Managers to create, support and deliver outbound customer marketing campaigns, using customer data and campaign management tools to communicate with customers and prospects through a variety of medium, including direct mail, online retargeting and email.
Our Senior Analyst will be considered an internal expert in terms of analysing our marketing effectiveness and deriving insights to drive future marketing activity.  The person we are looking for needs to be able to articulate the story as much as do the analysis and should be comfortable analysing data from a variety of sources including Google analytics and Microsoft Dynamics. In addition, this role requires an individual to scope, research and identify tools to support our data analysis.

Key Responsibilities 
·         Be a subject matter expert on Golden Charter data sources and become intimately familiar with database, email, preference and protocol data including understanding key business rules that drive marketing activities and reporting outputs.
·         Produce regular MI reporting on the KPIs related to all Marketing Spend – providing regular, robust interrogation of our marketing data to improve understanding of marketing/media/campaign performance in order for the marketing team to make better informed decision making.
·         Develop a robust marketing forecasting model which allows us to forecast sales delivery on a weekly basis by media/channel
·         Manage single view of customer and prospect data ensuring data integrity is optimised
·         Analyse and review customer behaviour, delivering insight to inform improvements to the end to end customer experience across all customer journeys & touch points.
·         Support the customer contact strategy analysing customer behaviour to identify retention, acquisition and cross sell opportunities.
·         Working closely with marketing, customer development and telesales teams  provide data analysis and insight to help develop and deliver data dialling strategy within Contact Centre ensuring optimisation of performance,.
·         Create and execute campaign data selections for marketing campaigns
    • Work hand-in-hand with Marketing to review the campaign, forms, campaign selections and counts as part of the QC process
    • Where appropriate, provide recommendations for optimisation, and segmentation to improve key metrics (alongside senior team members)
·         Help research and report on new trends and strategies and industry best practice (alongside senior team members)
·         Line management of one direct report
Qualifications/Experience Required
·         At least 5+ years experience with an understanding of direct response marketing; dynamic content experience a plus
·         Experience of working with Microsoft Dynamics
·         Self-directed analyst. Effectively utilize programming tools and applications to meet the demands of measuring and improving marketing effectiveness (SAS, SQL, Access, Excel, Unix, Mainframe)
·         Customer-centric professional with a demonstrated ability around continuous improvement of processes and performance to help support CRM execution
·         Highly organised and disciplined in approach with sound planning skills and an ability to manage work to specific dates
·         Ability to analyse and synthesize the available data and extract value-added insights
·         Experience and high proficiency in developing statistical propensity models
·         Marketing and business knowledge not just technical view
·         Good understanding of campaign and promotional offer measurement, related metrics and tracking methodologies across multiple channels and tactics
·         Comfortable with team working.
·         Excellent presentation and communication skills and ability to engage with senior managers
·         Must love data and analysis; understand the value of it to the business, and the importance of keeping it up-to-date
·         Understand permission rules (internal e.g. marketing permissions, IFA's relationships etc., and external such as MPS, TPS, GAS, TBR, etc).
·         Be used to dealing with large volumes of data, quality checking techniques, and be able to work in a high pressure environment, where heavy responsibility for flawless execution and tight deadlines demands from the business will rest on their shoulders
Salary - DOE, plus annual bonus
Benefits - Onsite parking, pension contribution, free life insurance, subsided gym membership, various funded social events.

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:

  • 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:

  • 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: £16,906, plus £30 commission per sale

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

Deputy Team Leader

Golden Charter is 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 £19,000, plus up to 30% annual bonus

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

Customer Support/Retentions Advisor

Customer Support/Retentions agents are responsible for handling all requests to cancel pre-paid funeral plans that are received by phone, email or in writing. The role also involves pro-actively contacting customers that have missed payments to help resolve their issues.

Good customer service, customer focused sales skills along with product knowledge are required to build rapport and gain an understanding of customer concerns to help overcome objections or find solutions to ensure customer satisfaction and retention of plans.

Key Responsibilities:

  • Handling inbound cancellation requests received by phone, in writing and by email
  • Using customer service, sales and negotiation skills to retain customers
  • Ownership and processing of requests to cancel
  • Outbound calls to customers that have missed payments to help resolve issues
  • Liaising with internal and external customers and stakeholders
  • Ad hoc administrative tasks and duties as required
  • Ensuring that Golden Charter standards of performance and customer service are maintained and exceeded at all times

Personal Attributes:

  • Confident with good communication skills
  • Ability to build rapport and engage with customers
  • Some sales or retentions experience with customer focus
  • Disciplined and enthusiastic with self-drive and motivation
  • Excellent telephone manner
  • Excellent organisational skills and attention to detail
  • Ability to work to deadlines and cope under pressure
  • Apply high quality standards to all tasks in hand

Hours: Monday to Friday, 9am - 5pm

Salary: £16,300 plus up to 30% annual bonus

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

Oracle Specialist

As an Oracle Specialist within our busy IT Team, you will be involved in the full development lifecycle both in new project work and supporting existing systems and would act as the SME for EBS and Fusion. 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
  • Configuration and maintenance of Oracle EBS and Fusion environments.
  • 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
  • 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



  • Proven track record in software development using one or more development languages in a structured environment
  • Sound technical background in Oracle RDBMS, ideally 10g, 11G and 12C.
  • Experience with Oracle Weblogic and SOA
  • Hands on experience with Oracle Fusion Middleware products
  • Detailed knowledge of Oracle Developer Suite including Apex
  • Experience with Oracle EBS
  • Excellent SQL & PL/SQL development skills (packages, stored procedures, functions)
  • 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


  • 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-£50,000 plus up to 30% annual bonus

Benefits: On-site parking, pension contribution, life insurance, subsidised gym membership, fantastic career opportunities.