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Customer Service Advisor

3 months ago

Theydon Bois, Essex, United Kingdom GREENACRES CEMETERIES AND CEREMONIAL PARKS Full time

Job Role:
Customer Service Advisor

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Hours per week: 21 hours per week, (3 days). Required to work every Saturday, plus 2 days during the week.
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Location: GreenAcres Epping Forest, Kiln Road, North Weald, Epping, Essex, CMA6 6AD

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Role Type: Permanent.

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Driving License: Full (manual) Licence Required

GreenAcres is the largest privately owned mid-sized provider of bereavement services in the UK. We offer a sustainable alternative to traditional cemeteries through our beautiful woodland and traditional memorial parks. We operate six sites across the UK, including a single site multi-brand strategy at one of our operations.


GreenAcres provides a unique end of life experience for bereaved families, with a focus on preserving and enhancing the natural beauty of these serene locations, we provide families with a distinctive and often eco-friendly way to memorialise their loved ones.

Providing a personalised service in a unique and caring environment for all our families and we are looking for exceptional people to join our team.


Position Overview:


As a Customer Services Advisor, you will need to deliver the highest standard of client support, engaging with our families, Funeral Directors and Arrangers, making them feel welcomed, with your compassion and care.


As a Customer Service Advisor, you will be required to perform administration duties, including inputting key information onto our internal computer systems.

Diligence is key to this role. The Customer Service Advisor will also help grow the revenue at the park which includes meeting sales targets.

Key Responsibilities:

  • CUSTOMER SERVICE
  • Responsible for delivering the highest standard of professional customer service.
  • Customers are greeted and acknowledged in a warm and friendly manner and all questions are answered accurately.
  • Ensure consistent high standard of guidance and care, linked to our "Client Service Promise" which makes the brand experience memorable and compliments the WOW factor of the park.
  • All customer concerns, complaints and compliments are managed in a timely and compassionate manner.
  • SERVICE DELIVERY
  • To liaise with our families, visitors, funeral directors and celebrants to deliver our brand experience.
  • Ensure our "Service Promise" is delivered to all customers / suppliers and other stakeholders.
  • Assist with hospitality as required at services by serving tea, coffee and helping to organise any catering arrangements.
  • Ensure our WOW (Way of Working) is followed in relation to all park activities and facilities.
  • Consult with the grounds team to ensure ashes plots/ burial plots are prepared and checked prior to arrival of families.
  • Meet family and celebrant if attending to ensure all agreed arrangements are adhered to.
  • Deputise for the DPM or PM in their absence to ensure full delivery of our services to WOW standards.
  • Transportation to the local crematoria as required.
  • SALES CARE
  • Achieve sales targets through effective solving of customers burial/cremation and memorial needs.
  • Personally, and working as a team, ensure customers are aware of all the "options" and deliver what is most appropriate.
  • Support the continuous development of new products and services for the park.
  • Assist to make park events a success and put forward ideas to the Deputy & Park Manager.
  • Ensure all decision maker forms are completed at the point of sale.
  • Work as a team to deliver and maintain an effective aftercare program.
  • SALES AND MARKETING
  • Achieve sales targets through effective provision for customer's needs.
  • Contribute towards the delivery of effective customer events.
  • Input into the continuous development of new products and services for the site.
  • Maintain an effective aftercare programme.
  • Follow up of leads and sales opportunities.
  • FINANCE AND ADMINISTRATION
  • Ensure all bookings and recording of all requirements for each service at the park and crematorium are accurate.
  • Ensure all admin, financial and control processes associated with the services of the park are followed.
  • Ensure accurate processing of financial information to head office.
  • Raise PO's as required for park stationery and other stock requirements.
  • HEALTH, SAFETY AND SECURITY
  • Ensure awareness of the evacuation & security procedures and alert senior managers to risks/problems.
  • Follow the OSH requirements in place at the Park.
  • If required take responsibility for first aid and follow the correct H&S procedures to ensure own safety.
  • Ensure gates and all buildings are opened, closed and secured as and when needed.

Qualifications:

  • Excellent interpersonal and communication skills.
  • Driven to providing exceptional customer service, with at least 23 years of customer service experience.
  • A passion for supporting our families and community, always showing empathy and respect.
  • Computer literate/data entry (training will be provided on our internal systems).
  • Full (