Bereavement Services Advisor

3 weeks ago

Croydon, United Kingdom Adecco Full time

**JOB TITLE: Bereavement Services Advisor**
**LOCATION:Croydon Crematorium main office
PAY RATE: £16.35 per hour PAYE**
**START DATE: ASAP**
**DURATION/Hours: 3-month initial contract/ 36 hours a week / Mon-Fri**

**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 duties & 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 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.
- To receive and verify credit card, cash and cheque payments from clients; process invoices promptly and accurately and issue receipts for memorials and grave purchase
- To initially record and report incidents e.g. Thefts, car crimes, damage to graves etc, taking any necessary actions, ensuring Service Managers are fully informed.
- To note and type up minutes for meetings to agreed service standards and timescales as required, including the preparation of agendas, rooms and meeting invitations

**Knowledge & 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 Microsoft Office software particularly Word, Excel and Outlook.
- Ability to handle and resolve customer complaints; concerns or commendations and implement the progress of customer focused projects
- 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.

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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