Job Purpose: To provide a professional and sympathetic (first point of contact) service to callers and visitors to the main enquiries office for Bereavement Services.Assist the public with general enquiries and provide administrative support to the Bereavement Services team.
Duties and Responsibilities
Job Specific Requirements
1.To receive calls from the public and service users and offer relevant information or refer callers onto the appropriate person.
2.Present (first point of contact) sympathetic service to callers and visitors.
3.Meet and greet families arriving to reception to attend burials and witness scatters.
4.Carryout initial cremation bookings using bespoke software.
5.Manage the generic email account and respond to any general enquiries or pass onto relevant staff member.
6.Responsible for opening daily mail and recording where necessary and distributing to appropriate staff.
7.Ensure correct collation/distribution of all outgoing mail and correspondence.
8.Operate the postal franking machine.
9.Accepting payments by cash, cheque and card in accordance with financial regulations.
10.Operating till and daily reconciliation of the till in accordance with financial regulations.
11.Assist with the processing of the application forms for ‘Book of Remembrance’ entries’ and to provide help and advice on other memorial options.
12.Sending of Remembrance Books to calligrapher by courier at required times and checking of entries on return.
13.Responsible for ordering and stock control of stationary.
14.Conduct record searches using cemetery plans and historical records dating back to 1857 to assist members of public.
15.Dealing with enquiries relating to family history searches and sending out information.
1. Responsible for ensuring a supply of up to date applications forms, leaflets & brochures is available on reception to hand to customers or send out by post as required.
17.General clerical duties including filing, photocopying and data input.
18.To undertake and demonstrate a commitment to training and development and undertake all required Cardiff Council corporate training courses. To actively participate in the annual Personal Performance Development Review (PPDR) process
Experience / Knowledge
Previous experience in a customer focussed environment or demonstrate knowledge of good customer care practices.
Experience in dealing sympathetically with public enquiries
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Tagged as: South Glamorgan
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