* Hours per week: 21.5 hours per week, (3 days). Required to work every Saturday, plus 2 days during the week.
* Role Type: Permanent.
* Driving License: Full (manual) Licence Required
* Closing Date: This vacancy will close when a suitable candidate is found.
About us:
GreenAcres is the largest privately owned mid-sized provider of bereavement services in the UK. We offer a sustainable alternative to traditional cemeteries through our beautiful woodland and traditional memorial parks. We operate six sites across the UK, including a single site multi-brand strategy at one of our operations.
GreenAcres provides a unique end of life experience for bereaved families, with a focus on preserving and enhancing the natural beauty of these serene locations. We provide families with a distinctive and often eco-friendly way to memorialise their loved ones. We are looking for exceptional people to join our team.
Position Overview:
As a Customer Services Advisor, you will deliver the highest standard of client support, engaging with our families, Funeral Directors and Arrangers, making them feel welcomed with your compassion and care.
The ideal candidate will be empathetic and sensitive, with a genuine enthusiasm to help our families. You will understand the clients' needs and requirements at a challenging time and exceed their expectations while maintaining professionalism continuously and adhering to service boundaries.
As a Customer Service Advisor, you will perform administration duties, including inputting key information onto our internal computer systems. Diligence is key to this role. You will also help grow the revenue at the park, which includes meeting sales targets.
Key Responsibilities:
1. CUSTOMER SERVICE
* Deliver the highest standard of professional customer service.
* Greet and acknowledge customers in a warm and friendly manner and answer all questions accurately.
* Ensure consistent high standard of guidance and care, linked to our “Client Service Promise.”
* Manage all customer concerns, complaints, and compliments in a timely and compassionate manner.
2. SERVICE DELIVERY
* Liaise with families, visitors, funeral directors, and celebrants to deliver our brand experience.
* Ensure our “Service Promise” is delivered to all customers and suppliers.
* Assist with hospitality at services by serving tea, coffee, and helping to organise catering arrangements.
* Ensure our WOW (Way of Working) is followed in relation to all park activities and facilities.
* Consult with the grounds team to ensure ashes/burial plots are prepared prior to the arrival of families.
* Meet families and celebrants to ensure all agreed arrangements are adhered to.
* Deputise for the DPM or PM in their absence to ensure full delivery of our services to WOW standards.
* Provide transportation to the local crematoria as required.
3. SALES CARE
* Achieve sales targets through effective solving of customers' burial/cremation and memorial needs.
* Ensure customers are aware of all options and deliver what is most appropriate.
* Support the continuous development of new products and services for the park.
* Assist in making park events successful and propose ideas to the Deputy & Park Manager.
* Complete all decision maker forms at the point of sale.
* Work as a team to deliver and maintain an effective aftercare program.
4. SALES AND MARKETING
* Achieve sales targets through effective provision for customers' needs.
* Contribute towards the delivery of effective customer events.
* Input into the continuous development of new products and services for the site.
* Maintain an effective aftercare programme.
* Follow up on leads and sales opportunities.
5. FINANCE AND ADMINISTRATION
* Ensure accurate bookings and recording of all requirements for each service at the park and crematorium.
* Follow all admin, financial, and control processes associated with the services of the park.
* Ensure accurate processing of financial information to head office.
* Raise POs as required for park stationery and other stock requirements.
6. HEALTH, SAFETY AND SECURITY
* Ensure awareness of evacuation & security procedures and alert senior managers to risks/problems.
* Follow OSH requirements in place at the Park.
* If required, take responsibility for first aid and follow the correct H&S procedures.
* Ensure gates and all buildings are opened, closed, and secured as needed.
Qualifications:
* Excellent interpersonal and communication skills.
* Driven to providing exceptional customer service, with at least 2-3 years of customer service experience.
* A passion for supporting families and community, always showing empathy and respect.
* Computer literate/data entry – training will be provided on our internal systems.
* Full (Manual) Driving Licence required.
Benefits include:
* Opportunity to make a meaningful impact in the bereavement services sector while promoting sustainability.
* Supportive work environment and opportunities for professional growth.
* Exceptional holiday entitlement of 20 days (pro rata) based on working a 3-day week, inclusive of bank holidays.
* Enhanced Pension 6% Employer & 3% Employee.
* Life Assurance.
* Employee Assistance Programme.
* Employee Healthcare Plan.
* Company Sick Pay.
* Bicycle to Work Scheme.
* Free parking on site.
* Me day, a day off for your Birthday.
Application Process:
Interested candidates who meet the qualifications for this position are invited to submit their CV and a cover letter detailing their relevant experience and suitability for this role.
Shortlisted candidates will be invited to a screening interview with Human Resources, followed by an interview with the management team at Epping.
If you do not hear from the team within two weeks of your application, you have unfortunately been unsuccessful.
Additional Criteria:
* Eligibility to work in the UK.
* Live within proximity of the park (Epping).
* GreenAcres is an equal opportunity employer and is committed to creating an inclusive environment for all employees. We encourage individuals from diverse backgrounds to apply.
* If you require any reasonable adjustment or assistance to participate in the recruitment process, please contact HR@greenacresgroup.co.uk.
*Note: This job description is intended to provide a general overview of the position and does not encompass all responsibilities and duties associated with the role. Additional tasks may be assigned as needed.*
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