Job Description
Job Title: Business Support Officer
Grade: 4
Reports To: Team Manager
Job Purpose
To provide efficient administrative and clerical support to the crematorium service, assisting the Team Leader in the effective day-to-day operation of the service. The postholder will deliver high standards of customer service, manage enquiries, process cremation-related administration, and support bereaved families, funeral professionals and partner organisations.
Key Responsibilities
Customer Service & Communication
* Act as a first point of contact for customers, funeral directors, officiants, suppliers and other stakeholders.
* Respond to enquiries in person, by telephone and in writing in a professional, sensitive and timely manner.
* Provide information and assistance relating to funerals, cremations, memorial services and associated enquiries.
* Support customers with empathy, professionalism and understanding, particularly when dealing with bereaved families.
Administration & Operational Support
* Carry out a wide range of administrative and clerical duties to support the effective operation of the crematorium.
* Process and maintain accurate records, documentation and data relating to cremations and associated services.
* Ensure paperwork, filing systems and records are completed accurately and maintained in accordance with procedures and regulatory requirements.
* Assist the Team Leader with general service administration and operational coordination.
Financial Administration
* Receive and process payments for crematorium services.
* Issue receipts and maintain accurate financial records.
* Ensure compliance with Council financial regulations, procedures and record-keeping requirements.
Partnership & Relationship Management
* Assist in developing and maintaining effective working relationships with crematorium partners, including funeral directors, officiants and suppliers.
* Work collaboratively with colleagues and external stakeholders to support efficient service delivery.
General Duties
* Follow organisational policies, procedures and service standards.
* Contribute positively to team working, continuous improvement and effective service delivery.
* Undertake other duties appropriate to the level and nature of the role as required for the successful operation of the crematorium.
Person Specification
Essential Requirements
Qualifications
* Minimum of 5 GCSEs (Grade A–C) or equivalent qualification, NVQ Level 2, or relevant work experience.
Knowledge & Experience
* Minimum two years’ relevant experience involving direct customer and stakeholder interaction.
* Experience of administrative and clerical work within a professional environment.
* Understanding of confidentiality, accuracy and professional service standards.
Skills & Abilities
* Strong verbal and written communication skills.
* Ability to communicate effectively with customers, partners and colleagues.
* Strong organisational and workload management skills.
* Ability to work accurately and meet agreed deadlines and standards.
* Demonstrated understanding, sensitivity and compassion when dealing with bereaved individuals.
* Competent user of Windows-based software and standard office systems.
* Good literacy and numeracy skills.
Desirable Requirements
* Working towards, or willingness to obtain, the ICCM Crematorium Certificate.
* Willingness to undertake First Aid training.
Behaviours & Values
The postholder will be expected to:
* Support colleagues and contribute positively to team working.
* Build and maintain constructive working relationships.
* Use initiative and identify opportunities for service improvement.
* Communicate openly, honestly and professionally.
* Follow established procedures and provide feedback to improve processes where appropriate.
* Demonstrate self-awareness and adapt communication and working style as required.
Equality, Training & Development
* Promote equality, diversity and inclusion in line with organisational policies.
* Undertake all mandatory training relevant to the role.
* Take responsibility for continuing professional development.
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