Bereavement Administrator

Location

Cheltenham, Gloucestershire | United Kingdom

Job description

The purpose of the role as an Breavement administrator is to deal with all aspects of administration for Bereavement Services, delivering excellent customer service and business support.

As an Breavement administrator you will provide empathetic support and guidance to bereaved people through the complexities of statutory paperwork and documentation associated with burials, cremations and commemorations.

Specific accountabilities

• Managing & responding to customer enquiries through email, web forms, social media and face to face enquiries
• Receiving telephone calls
• Take bookings for cremation and burial services, appointments for scattering or interment of cremated remains, ensuring all information is accurately recorded.
• Create, maintain and access statutory written and computerised Burial and Cremation records and registers.
• Providing archived records on request
• Prepare and update instructions relating to daily burial and cremation services for chapels, ensuring information is passed to relevant members of staff in all areas of the department.
• Process applications, search records, complete office filing and maintain stocks of forms and stationery.
• Acquire a detailed knowledge of all administrative procedures undertaken within Bereavement Services including those which need fulfilling in the absence of senior or other administrative staff.
• Produce Removal Certificates daily.
• Produce Deeds of Grant.
• Assist the bereaved with completion of applications for all memorial products, explaining terms of lease agreements and renewal procedures. Explain and enforce regulations relating to each product.
• Check and process applications for all memorial products relating to burials and cremations, ensuring all meet with regulations, issue permits as necessary and maintain records relating to memorials and memorial safety.
• Prepare documentation for ordering of memorialisation products.
• Accept and receipt cash, cheque and card payments from the public, funeral directors and memorial masons, completing all necessary documentation in line with council procedures.
• Raise computerised invoices using the council's procurement system.
• To participate in training programmes and to attend courses as required

Experience / Skills and abilities

• Must be a proactive team member with a positive attitude and customer focused approach to work
• Ability to communicate clearly explaining procedures and regulations in a clear, calm, sympathetic and concise manner on the telephone, face to face and in writing.
• Keyboard skills and experience of working with Microsoft Office Suite.
• Knowledge of payment systems and financial procedures.
• Work without supervision, effectively prioritise workloads and meet strict deadlines.
• Have excellent message taking skills ensuring complete, accurate and appropriate information is provided to relevant members of staff.
• Create and maintain accurate manual and computerised registers in accordance with statutory requirements.
• Possess excellent literacy and numeracy skills.
• Have neat and clearly legible handwriting.
• Ability to communicate with and direct contractors as required e.g. memorial masons
• Ability to meet and liaise with ministers, organists, mourners and all other visitors to the Cemetery & Crematorium
• Ability to maintain a quality service delivery and operate within the values of the authority being an ambassador for the service

Travail Employment Group Ltd is acting as an Employment Business in relation to this vacancy.

Job tags

Salary