Customer Services Adviser Bereavement Services

JOB TITLE: Bereavement Services Advisor

LOCATION: Crematorium Officer (CR9 3AT) Office based

PAY RATE: £16.35 paye / £21.69 per hour Umbrella

START DATE: ASAP

DURATION/Hours: 3-month initial contract/ 36 hours a week

Role purpose:

To act as a primary contact, providing sympathetic support and advice to the bereaved and other service users. To provide a range of general duties to assist Bereavement Services in providing a service in line with specified standards and customer demands.

Key accountabilities & responsibilities:

• To act as a primary contact, providing sympathetic support and advice to the bereaved and other service users.
• To use initiative to resolve queries, complaints and enquiries and follow through to completion.
• To liaise closely with all other staff to ensure an integrated and consistently high level of customer service.
• To meet with customers who may have experienced bereavement in order to:
  • Establish their needs and circumstances.
  • Discuss and advise on burial, cremation, and memorial options; and
  • Promote the service positively.
• To answer the telephone in accordance with council protocols and progress all enquiries and complaints to completion and to the satisfaction of the customer.
• To be responsible for greeting visitors at Reception as promptly as possible and managing the use and presentation of reception rooms.
• To advise and guide the bereaved over the purchase of memorials, ensuring regular liaison with customers through to receipt and placement of memorial.
• To be responsible for adhering to the "Charter for the Bereaved" and to act as the initial contact point for Charter information and enquiries.
• To raise purchase orders, progress delivery, check and process invoices relating to areas of individual responsibility.
• To take responsibility for recording complaints, following through to completion and ensuring the data is recorded and available as required for divisional and departmental requirements.
• To prepare written replies to letters and email to corporate standards.
• To take responsibility for administrative functions related to Bereavement Services, maintaining, and developing procedure notes to agreed standards relating to primary area of responsibility.
• To accurately record and maintain non-confidential staff records such as authorised annual leave and provide details to Service Manager.

Knowledge, skills & experience:

• Knowledge of Health and Safety responsibilities related to working in an office environment.
• Knowledge of customer care issues as it affects bereavement services.
• Knowledge of providing advice and guidance leading to progressing customer orders, supplier deliveries and service needs.
• Knowledge of Microsoft Office software particularly Word, Excel, and Outlook
• Ability to deal sensitively and empathically with all users including members of the public, clients, funeral directors, and memorial masons, and to promote good relations at all times.
• Experience of working in close contact with the public in emotional or disadvantaged situations.
• Experience of working in an administrative environment
• Experience of using computer packages including MS office and data input software.
• Experience of resolving and responding to service requests or complaint letters and emails.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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