Overview
As a Bereavement Services Technical Officer you'll thrive in a skilled, dedicated, and enthusiastic team and be part of the wider diverse council where you will have the prospects to succeed. You will work in support of the Leading Bereavement Services Technical Officer, undertaking incoming workstreams to ensure compliance with processes by administering applications for burial, cremation and memorial activities. You will take a methodical approach to accurately record and cross-check information related to cremations, burials and memorialisation to ensure that the required legal documents are processed in a timely fashion.
Responsibilities
* Respond to a wide range of bereavement-related enquiries from customers including face-to-face enquiries from the public, funeral directors, medical practitioners, registrars, and HM Coroner's office.
* Ensure that all customers receive an appropriate and timely response.
* Accurately record information in relation to cremations, burials and memorialisation to ensure that the required legal documents are processed in a timely fashion.
* Process payments accurately and manage credit/debit card transactions using online card payment software and handheld terminals; assist with collation and processing of monthly accounts.
* Record information on computer databases, interrogate computer systems to retrieve information and interpret geographical information.
* Scan, insert and index plans and documents using a digital management system and ensure records are consistent across systems.
* Handle sensitive information in compliance with the Data Protection Act.
* Be flexible and adaptable to change to support other services as required, commensurate with grade.
* Participate in appraisal, training and development activities to maintain up-to-date knowledge and skills.
* Improve own practice through observation, evaluation, discussion with colleagues and development programmes.
* Work collaboratively with colleagues and know when to seek help and advice.
* Attend relevant meetings, training days/events as requested to contribute to the service ethos, work and aims.
* Be aware of and comply with Leeds City Council policies and procedures (e.g., child protection, health and safety, confidentiality and data protection) and report concerns appropriately.
* Support equality and diversity, uphold the council values, standards and equal opportunities; challenge incidents of racism, bullying, harassment or victimisation.
Requirements / Qualifications
* Excellent verbal and written communication skills; ability to deal with members of the public sensitively when they are distressed and in grief.
* Ability to work to tight and competing deadlines and to lead others to meet goals and objectives.
* Able to work flexibly across different work locations and areas as appropriate.
* Ability to access and interpret information/reference sources using own initiative.
* Excellent interpersonal skills and ability to resolve conflict; capacity to handle high volumes of telephone calls.
* Knowledge of cultural differences when dealing with multi-faith bereavement services.
* Sound knowledge of the role and functions of a Bereavement Services team.
* Technical knowledge of process controls in busy administrative functions and understanding of customer service concepts.
* Previous experience of working in a team to achieve shared goals; dealing with the public, MPs, Councillors and officers; processing enquiries and related record keeping; and working to tight deadlines with data input and word processing.
* Prepared to be flexible and adapt to changing circumstances; committed to continuous improvement; aware of Equal Opportunities policy and Health & Safety policies.
Desirable / Additional Information
* Ability to operate specialist bereavement management software.
* Knowledge of specialist bereavement management software systems.
* Experience of working in compliance with legislation in relation to burials and cremations.
Benefits / Other Information
* Leeds City Council is one of the largest employers in the region with over 14,000 employees.
* Competitive salary and annual leave entitlement plus statutory holidays.
* Membership of the West Yorkshire Pension Fund with generous employer contributions.
* Flexible and hybrid working arrangements subject to service requirements.
* Clear career pathway and continuing professional development opportunities, plus a range of staff benefits.
* Right to work in the UK guidance applies; sponsorship options (e.g., Skilled Worker visa) considered where applicable – eligibility requirements must be met.
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