Memorial Adviser

S CLARKE AND SON FUNERAL DIRECTORS

**JOB DESCRIPTION**:Primary role of Memorial Adviser with secondary role of funeral administration support. Normally 20 hours per week.

**Job Title**:Memorial Adviser

**Reports to**:Media/Memorial Manager and Office Manager

**Internal Liaison**:Branch Colleagues/Management

**External Liaison**:Clients, Suppliers

**Objective**:To provide world-class memorial guidance and support with empathy, warmth, and professionalism to bereaved families.

**Main purposes**:
**Memorial Specialism**
- Provide a sensitive and professional service for the bereaved
- Provide a warm and friendly welcome to everyone
- Respond to enquiries in a competent and courteous manner
- Ensure that correspondence is dealt with in an efficient and effective manner
- Process and oversee memorial orders and prioritise workflow.
- Liaise with councils, memorial masons & suppliers regarding orders
- Active management and reporting of workflow and completion times.
- Advising, processing, and liaising with clients, and colleagues, regarding complex memorial work and taking the lead role with such cases
- Ensure that all documentation and legal requirements are met during the memorial arrangement process
- Create and submit memorial accounts, accept & receipt of financial payments, and transfer payments to the bank (including use of PDQ machine)
- Providing management with regular monthly updates on all aspects of memorial work including stocks, orders, completions, and current position of memorial work.
- Utilisation of skills and knowledge to be proactive regarding memorial work
- Cemetery visitation to process and progress orders when required
- Access to a road worthy vehicle with Class 1 business use insurance cover (for the visits mentioned above)

**Funeral Administration support (to be developed over time)**
- To be fully conversant with all aspects of local procedures.
- Provide receptionist/administration cover for other local branches when required
- Answer general enquires, including telephone quotes.
- Manage first call arrangements.
- General reception services
- Assist families coming in for funeral arrangements and Chapel of Rest visits.
- Receipt of payments, including PDQ machine.
- Receiving donations.

**Other Duties**
- Look after the needs of clients, offering refreshments etc.
- Ensure reception and work areas are kept clean and tidy.
- Carry out other duties at the request of the management which are within his/her capabilities that ensures the safe and efficient running of our professional services.

S Clarke and Son Funeral Directors encourages all staff to work towards individual, team and company objectives and understand how these relate to each other. You are encouraged to generate ideas and suggestions that may enhance the effectiveness, quality of service and professionalism of the Company.
- (Note: During the course of your work at S Clarke and Son you will become privy to much personal information concerning family issues, circumstances surrounding death and other private matters. Although we recognise that there are times when you need to go home and share with someone at the end of a stressful day, please remember that you have a duty of confidentiality, and such matters should not be discussed outside of the Company or your immediate family.)_

**Person Specification: - Memorial Adviser**

**Qualifications**:Criteria**:
Minimum of 6 GCSE’s Grade C or above (or equivalent qualification) to include English and Maths or three years relevant experience Essential
Full driving licence Essential

**Experience**:
Significant experience in a customer facing role Essential
Significant Administration experience Desirable
Administration/Cash handling/weekly returns/preparation of accounts Desirable
Experience with bereavement Desirable

**Knowledge, Skills, and Abilities**:
Well presented with pleasant, sensitive manner Essential
Excellent telephone manner / skills Essential
The ability to obtain information in an interview environment Essential
Initiative and ability to work with mínimal supervision Essential
Numeracy and Literacy skills (including preparation of letters) Essential
Good organisation skills and flexibility Essential
Ability to prioritise workload & respect confidentiality Essential
Ability to work alone or as part of a team Essential
IT literacy (Word/Excel/Outlook) or other software programs Essential

**Special Requirements**:
Significant experience of memorial work & processes Desirable
Attention to, and eye for, detail regarding memorial work Essential
Good knowledge of Council processes for memorial planning Desirable
Ability and knowledge of memorial & masonry processing and workflow Desirable
Good knowledge and experience in management of time & resources Essential
Excellent communication skills with customers, colleagues & suppliers Essential
Ability and skills to proactively generate business Desirable
Care and compassion with distressed families Essen