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End-of-Life Care Consultant
4 months ago
Youll deliver and exceed client expectations by delivering the best end of life care, support and client experience via the sales, arrangement, administration and delivery of pre-paid funeral plans, memorialisation and aftercare services.
● Embrace, support and deliver the ELS vision in a professional, honest, caring and empathetic manner
● Confidently manage, support and process all funeral plan enquiries in line with Company procedures and Financial Conduct Authority (FCA) regulations
● Sell, arrange and administer funeral and memorial plans and aftercare services, whilst ensuring fair treatment
● Embrace and endorse ELS Bereavement care team and any aftercare services
● Engage and complete relevant FCA CPD requirements
● Maintain compliance in line with company policies and procedures, FCA regulation and statutory legislation, internal KPI’s, the Funeral Director’s code and the FCA’s Code of Conduct rules
● Ensure funeral plan enquiries, and the administration of, are handled in a timely manner in-line with internal KPI’s.
● Ensure security of ELS premises and company equipment
● Receive payments from clients and complete administration of financial documentation including weekly reconciliations and internal reporting
● Advise Line Manager of any building and maintenance requirements and ensure premises are cleaned and presented to the required highest standard
● Report complaints or negative feedback to Line Manager and support in the investigation to ensure a timely resolution
● Escalating notifiable events to the Line Manager andor the Compliance Officer in accordance with internal policies and procedures
● Be proactive in community engagement initiatives both individually and in team events, whilst promoting ELSSC brand proactively and positively to become the communities’ choice
Key skills required
Numerically and financially aware
Strong customer service in an FCA regulated operational sales environment
Knowledge or experience of funerals and funeral plan environment
Computer literate, with sound working knowledge of Microsoft office and data entry systems
Excellent administration and organisational skills with high attention to detail and accuracy
Good communication skills with a confident, empathetic and professional manner
Proactive and able to use own initiative
Able to work either within a team environment or alone to achieve set objectives
Ability to buildpromote existing links within the community
Knowledge of FCA regulated industry desirable
Benefits
31 days of annual leave (incl bank holidays) increasing over time to a maximum of 36 days after 10 years’ service.
20% discount in stores
Healthcare cash plan
Share incentive plan
NEST pension
Cycle-to-work scheme
Opportunities to develop your skills through apprenticeships and our own in-house training & development programmes
It’s a big responsibility when arranging funeral services, and one that should never be treated lightly. It’s tough, and calls for a high level of understanding, empathy and compassion. That said, this is a truly rewarding role and our team are extremely passionate about providing quality and the best service for our families.
