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.

 

 

Danielle Ryan Senior Assurance Analyst

I joined Golden Charter in May 2012 as a Legal Services Appointment Setter within our Contact Centre, moving soon after to become part of the Compliance department as a Quality Assurer. Since moving into the Compliance team I was given the opportunity to further my knowledge and passed both a New Leaf Will Writing course and an International Compliance Association course in Financial Crime Prevention. I am now Senior Assurance Analyst within Golden Charter, I love my role and the challenges it brings. Golden Charter as a whole is a great company to work for, and seeing the progress I have made over the years shows that there are countless opportunities for those willing to develop and learn new skills.

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.

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

Commercial & Operations Analyst

We have an excellent opportunity for a Commercial and Operations Analyst to join our digital development team, based at our head office in Bearsden, Glasgow. This is a full time, permanent position.

It is an exciting time for our digital development team (GCS) who are currently going through a period of growth. The team work across a range of new product and services for Golden Charter and its UK network of independent funeral directors. This is a relatively new space for digital technology and, as a result, we are in a domain which encourages new, innovative solutions

 

Responsibilities

  • Support Product Owner in gathering and analysing sales information from FDs in relation to FD usage of GCS online products.
  • Support Product Owner in forecasting commercial potential in relation to FD usage of GCS online products.
  • Support Product Owner in interfacing with Golden Charter to provide FD and sales information relevant to GCS products from the rest of the business.
  • Supporting Product Owner and Comms team in reporting of sales information in relation to FD usage of GCS online products to senior stakeholders and the wider GC business.
  • Supporting FDs in their onboarding and usage of GCS online products.
  • Supporting Product Owner in research and analysis of future commercial opportunities for GCS online products.

 

Key Skills

  • 2 or more years experience in relevant field or commercial support roles
  • Background in basic statistical analysis and communication of detailed commercial and sales data
  • Experience of communication and presentations with project stakeholders
  • Proficient in Microsoft Office Suite - Excel, Powerpoint, SharePoint etc.
  • Experience with helpdesk ticketing-style systems e.g. ZenDesk

 

Company Benefits:

  • Free parking
  • 6% employer pension contribution
  • Personal and company related annual bonus
  • Maternity Leave – 24 weeks full pay, 15 weeks SMP
  • Paternity Leave – 2 weeks full pay
  • Discounted gym membership
  • Life Assurance (4x annual salary)
  • Competitive annual leave plus the option to purchase up to a further 5 days
  • Long Service Awards
  • Opportunities for career progression

Project Manager

We have a fantastic opportunity for a Project Manager to join our expanding Business Transformation team based at our head office in Bearsden, Glasgow. This is a full time, permanent position.

 

Reporting to the Head of Portfolio Management, the Project Manager will be accountable for ensuring that high quality, on budget projects, are delivered to the agreed objectives and timescales.

 

Key Responsibilities:

  • Manage project delivery in accordance with Golden Charter change policy and standards.
  • Define and fully document the project scope, objectives, cost and benefits from the outset.
  • Produce and manage project plans, ensuring critical path and interdependencies are identified.
  • Identify and manage dependencies with other projects with the change portfolio.
  • Ensure that internal and external resources required by the project are acquired and managed effectively
  • Ensure project roles and responsibilities are understood and communicated.
  • Identify, assess and manage project risks with the project team to ensure mitigation action is taken
  • Manage and control project budget and costs using processes set out by PMO and Finance.
  • Ensure all formal project controls are visible and managed appropriately to the required standards set out by the PMO and evidenced through project documentation.
  • Actively manage exceptions to plan and escalate appropriately.
  • Support the business sponsor with benefit management planning to ensure these can be evidenced through the project delivery.
  • Effectively communicate progress to all business stakeholders throughout lifecycle of project deliveries using standard reporting provided by PMO.
  • Provide leadership and communication required to maintain stakeholders relationships across change.
  • Perform formal project closedown in accordance with agreed change process, ensuring stakeholders receive a high quality handover.
  • Maintain own knowledge of current project management practices and techniques through personal development.  

 

Essential Skills

 

  • Ideally have 5 years of proven experience as a Project Manager delivering complex projects comprising of both internal staff and third party suppliers, to successfully deliver results
  • Formal Project Management Qualifications – Prince 2/PMI
  • Proficient in maintenance of financial project budget and cost management
  • Thorough understanding of the project management process with in-depth experience and demonstrable application of project delivery methodologies
  • Ability to influence others at all levels
  • External and Internal stakeholder management experience
  • Excellent facilitation and presentation skills
  • Excellent written/oral communication skills for reports and presentations
  • Experience in using common project management tolls, especially MS project
  • Proficient user of all MS Office tools

 

Desirable

  • Experience working within Transformation Programmes
  • Agile Experience – iterative/agile development methodologies
  • Financial services industry experience

 

Salary - £45,000 plus annual bonus

 

Benefits

  • Fantastic career opportunities 
  • 6% pension contribution
  • Personal and company related annual bonus
  • Life Assurance (4x annual salary)
  • Competitive annual leave plus the option to purchase up to a further 5 days
  • Competitive family friendly (maternity and paternity policies)
  • Free parking
  • Discounted gym membership

 

Regulatory Compliance Analyst

Golden Charter has a fantastic opportunity for a Regulatory Compliance Analyst to join our Compliance team at our head office in Bearsden, Glasgow. This is a full time, permanent position.

The Regulatory Compliance Analyst will be a trusted advisor to the business, understanding, translating and driving regulatory compliance changes within the organisation.

Responsibilities

 

Policies - Support and Guidance

  • Develop and maintain internal compliance policies ensuring appropriate actions are taken throughout the business to embed policy and changes
  • Review policy adherence; working with individual departments to support improvements where non adherence is identified, agreeing actions with the senior manager to ensure policy is embedded
  • Work with the Internal Comms team to develop and implement an engagement programme for the business to foster a compliance culture throughout the business

 

Support the Data Protection Officer (DPO)

  • Develop and monitor Data Protection Impact Assessment (DPIA) process and decision log to ensure that changes impacting Personally Identifiable Information (PII) throughout the business are correctly identified and documented
  • Review responses of DPIAs, challenging project sponsors to ensure all risks have been correctly identified and suitably mitigated in line with the regulatory requirements
  • Work with the DPO as a subject matter expert to ensure the organisation is compliant with data privacy legislation

 

Subject Access Requests (SARs)/Right to Erasure Requests/Data Protection Breaches

  • Respond to requests, liaising with the appropriate departments to ensure all PII is gathered/deleted as per the request and within the regulatory timescales
  • Ensure process documents are maintained and aligned to regulatory requirements
  • Provide monthly management information to the Operations Board, highlighting risks to the business and recommending actions to be taken to mitigate those risks
  • Identify root cause of breaches, give feedback and work with management to reduce the likelihood of reoccurrence

 

Third Party Governance

  • Participate in the completion of due diligence and tender documents for all third party sellers and/or suppliers, liaising with the wider compliance team to gather information
  • Highlight risks of individual contracts to the project sponsor/relationship owner and Operations Board where necessary; recommend changes that would reduce risk to Golden Charter
  • Maintain records of third party contracts and facilitate changes to contracts via external legal advisors

 

Compliance input to Projects

  • Provide advice and challenge to project sponsors pre and post business case stage to ensure internal standards and external regulations are considered
  • Input to project groups as subject matter expert in all areas of regulatory compliance
  • Draft compliance documentation required to support any portfolio requirements such as terms and conditions for new or improved products

 

Regulation

  • Drive annual Funeral Planning Authority (FPA) re-registration process to completion, liaising with the FPA, key stakeholders and management team to ensure all information is correctly documented
  • Ensure regulatory complaints are resolved by reviewing details, final decision and challenging outcomes prior to the Customer Resolutions Team responding to the FPA
  • Investigate any ICO Complaints and support the DPO as required to resolve any issue, including determining the root cause of the complaint

 

Key Skills

  • Compliance qualification e.g. ICA certificate or diploma or equivalent qualification
  • Awareness of the FCA and UK regulatory environment
  • Proven background in a compliance or a risk based role
  • Ability to work with a high level of accuracy and meet strict deadlines with little supervision
  • Proven analytical and problem solving skills, with the ability to produce work within set timescales
  • Competent user of Microsoft Word, Excel, PowerPoint and Outlook
  • Excellent verbal, written and presentation skills with the ability to communicate regulatory information to stakeholders

 

Company Benefits:

  • Free parking
  • Company and personal related annual bonus
  • 6% employer pension contribution
  • Maternity Leave – 24 weeks full pay, 15 weeks SMP
  • Paternity Leave – 2 weeks full pay
  • Discounted gym membership
  • Life Assurance (4x annual salary)
  • Competitive annual leave plus the option to purchase up to a further 5 days
  • Long Service Awards
  • Opportunities for career progression

Telesales Advisor

Golden Charter, one of the UK’s leading pre-paid funeral plan providers, welcomes empathetic, customer-focussed people to join their family at their Head Office in Bearsden, Glasgow.

Our team of professionals help customers plan their funeral by carefully guiding them through the process at their own pace, making sure they listen and taking care of their individual requests and requirements.

This is a highly-rewarding role for the right individual who is motivated by offering excellent customer service and achieving sales goals and targets.

 

The role

  • Take inbound calls and make outbound calls to speak to customers who are enquiring about purchasing a pre-paid funeral plan
  • Cultivate relationships with customers in order to better understand their needs
  • Ensure the customer receives ‘best in class’ service
  • Respectfully support the customer while they navigate through this emotional process
  • Help match a pre-paid funeral plan to the customer’s requirements
  • Be part of a team that’s sole mission is to serve the customer first, last and always
  • Maintain the’ best in class’ service on every call
  • Achieve sales goals and targets

 

Personal Specification

  • Be open to learning new skills and be able to embed them
  • Work to high personal standards and always look to continuously improve
  • Have resilience and tenacity and be able to offer the best service on every call
  • Be empathetic and understand the emotional experience a customer may be having
  • Be brave enough to ask difficult questions in order to fully understand your customers requirements

 

Rewards

  • Attractive shift patterns, no weekend work required
  • High levels of job satisfaction
  • Salary: £17,590 plus uncapped bonus (OTE £28,525+)
  • 6% pension contribution
  • Best in class 12-week induction program
  • Ongoing training, support and development
  • Free parking
  • Maternity Leave – 24 weeks full pay, 15 weeks SMP
  • Paternity Leave – 2 weeks full pay
  • Discounted gym membership
  • Life Assurance (4x annual salary)
  • Competitive annual leave plus the option to purchase up to a further 5 days
  • Long Service Awards
  • Opportunity for career progression

 

 

Senior Business Analyst

Golden Charter has an ambitious change agenda over the next 12-18 months and our Business Transformation team is central to ensuring we deliver our change portfolio of projects in the best way.

 

The Role

Reporting to the Head of Portfolio Management, the Senior Business Analyst role will lead the business analysis activity across the Golden Charter portfolio of change, to ensure that the impact of organisational change is defined and managed successfully. 

This is a newly created position within the team, giving the candidate an excellent opportunity to shape and develop the role.

 

Key Responsibilities:

  • Responsible for setting and monitoring the standard of analysis delivery across the project lifecycle.
  • Lead, shape and facilitate analysis and feasibility work with senior stakeholders and sponsors, for emerging change initiatives to build the business case for project activity.
  • Drive investigative process with stakeholders and sponsors, to establish business impact and end state across significant areas of portfolio scope, analysing and balancing stakeholder inputs.
  • Support senior stakeholders and sponsors write the business case for approval onto the portfolio ensuring objectives, costs and benefits and clearly defined.
  • Work with sponsor and stakeholders to drive the investigative work to establish the wider business and operational impact of changes and inform organisational design and business readiness planning.
  • Lead the requirements analysis with stakeholders and end users, to translate the business needs into a set of prioritised requirements.
  • Ensure that requirements documents are concise, prioritised and agreed with the end users.
  • Lead requirements validation activities with the developers to confirm to the project that a solution based on the requirements meets customer needs and achieves the intended business objectives.
  • Drive the activity to ensure all projects have business readiness plans to support successful implementation of change.
  • Ensure the analysis process follows the change policy mandatory requirements and minimum standards with outcomes aligned to the company’s design principles.
  • Develop the analysis practices, line managing and coaching other business analysts to develop a high performing analyst community.

 

Essential Skills

  • Ideally have 3-5 years of experience performing a senior business analyst role.
  • Thorough knowledge of industry practice business analysis methodologies and tools, ideally with a BA qualification to demonstrate this.
  • Strong analytical as well as verbal and written communications skills are required.
  • Must be experienced in supporting senior stakeholders write business cases.
  • Commercial awareness and awareness of key issues/risks in implementing projects.
  • Proven leadership and relationship management skills.
  • Enjoys problem solving with a strong attention to detail.
  • Ability to work in a fast-paced environment, deliver work to a high standard and meet challenging deadlines.
  • Excellent PC skills, including Excel, PowerPoint and Word, MS Project and Visio skills.

 

Desirable

  • Agile Experience – iterative/agile development methodologies

 

Benefits

  • Fantastic career opportunities 
  • 6% pension contribution
  • Personal and company related annual bonus
  • Life Assurance (4x annual salary)
  • Competitive annual leave plus the option to purchase up to a further 5 days
  • Competitive family friendly (maternity and paternity policies)
  • Free parking
  • Discounted gym membership

Customer Operations Advisor

We have a fantastic opportunity for a Customer Operations Advisor to join our expanding Operations department based at our head office in Bearsden, Glasgow. This is a full time, permanent position.

The Customer Operations Advisor is responsible for processing customers pre-paid funeral plans, from receipt of an application to activation of the plan.

 

Responsibilities:

  • Processing a customer plan from receipt of order to activation of the plan, including
  • Processing customer details and requirements
  • Allocating the plan to a funeral director
  • Scheduling and taking payments from plan holders
  • Activating the plan
  • Addressing any issues associated with the plan
  • Making outbound calls to funeral directors, intermediaries, plan holders and plan holder representatives
  • Taking inbound calls on any subject relating to a plan they have owned from a plan holder/funeral director/intermediary or the plan holder’s representative
  • Re-scheduling direct debits upon the plan holder’s instruction
  • Transferring plans from one funeral director to a new funeral director at the wish of a plan holder
  • Liaising with all other departments within the company such as Telesales, Marketing, Field Support, Affinities, BT and IT

 

Key Skills

  • Educated to GCSE level or equivalent
  • Excellent written communication skills
  • Track record of delivering excellent customer satisfaction
  • Advanced knowledge of the Microsoft packages Word, Excel and Outlook
  • Must be accurate, numerate and data literate

 

Hours - Monday-Friday, 9am-5pm

Salary – £ 16,917 plus annual bonus

Company Benefits:

  • Free parking
  • 6% employer pension contribution
  • Maternity Leave – 24 weeks full pay, 15 weeks SMP
  • Paternity Leave – 2 weeks full pay
  • Discounted gym membership
  • Life Assurance (4x annual salary)
  • Competitive annual leave plus the option to purchase up to a further 5 days
  • Long Service Awards
  • Opportunities for career progression

Deputy Team Leader

We have a fantastic opportunity for a Deputy Team Leader to join our expanding Operations department based at our head office in Bearsden, Glasgow. This is a full time, permanent position.

The Deputy Team Leader is responsible for assisting the team leader in managing and developing a high performing team responsible for providing customer service to plan holders, funeral directors and other areas of the business.

 

Responsibilities:

  • Carry out team leader role requirements when team leader is absent
  • Take on additional responsibilities when the team leader is not available
  • Monitor daily and weekly statistics for the team including quality, performance, adherence, teamwork and attitude
  • Deliver call monitoring and associated coaching
  • Provide a first point of contact for complaint handling
  • Help resolve any issues relating to the day to day management of the team
  • Improve quality of service through reduction in errors and adherence to service standards
  • Be seen as a role model for team and department
  • Coach team members to deliver outstanding customer service using the coaching and performance development structure of Golden Charter including the completion and maintenance of all coaching documentation
  • Where appropriate, escalate recurring coaching issues to the team leader
  • Work closely with the team leader to ensure a synergised approach to all aspects of team leadership is delivered

  • Attend and deliver on any team leader up-skilling or training provided by Golden Charter
  • Along with the team leader, create and maintain a team leader development plan, taking full ownership for the completion of this.

 

Key Skills

  • Excellent verbal and written communication skills
  • Professional telephone manner
  • Able to provide accurate and timely feedback
  • Ability to manage and prioritise your own workload
  • Maintain a high level of accuracy           
  • Work to tight deadlines and cope under pressure
  • Communicate ideas and issues effectively to colleagues and customers
  • Apply high quality standards to all tasks in hand, no matter how small
  • Proactive and solution-focussed  
  • Results-focussed

 

Hours - Monday-Friday, 9am-5pm

Salary – £ 20,877 plus annual bonus

Company Benefits:

  • Free parking
  • 6% employer pension contribution
  • Maternity Leave – 24 weeks full pay, 15 weeks SMP
  • Paternity Leave – 2 weeks full pay
  • Discounted gym membership
  • Life Assurance (4x annual salary)
  • Competitive annual leave plus the option to purchase up to a further 5 days
  • Long Service Awards
  • Opportunities for career progression