C u s t o m e r S e r v i c e A d v i s o r ( F u l l T i m e )
- Job Role: Customer Service Advisor (Full Time)
- Hours per week:37.5 hours per week, (Tuesday – Saturday) .
- Location:GreenAcres Epping Park, Kiln Road, North Weald, Epping, Essex, CM16 6AD
- Role Type:Permanent.
- Driving License:Full (manual) Licence Required
- Closing Date:This vacancy will close when a suitable candidate is found.
About Us:
Greenacres do things differently. We recognise that death is part of life. And, as proud custodians of six Living Memorial Parks, we create beautiful, natural spaces in British woodlands and landscapes that help people come to terms with death and gain support to live well after loss.
We believe that people want more choice and assistance in speaking about death and dying. We aim to be a driving force for this change by enhancing both our consumer and customer experience at each of our Parks.
Position Overview:
As a Customer Services Advisor, you will need to 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. Understanding the clients needs and requirements at a challenging time and exceeding their expectations. Maintaining professionalism continuously and adhering to service boundaries with all our clients.
As a Customer Service Advisor, you will be required to perform administration duties, including inputting key information onto our internal computer systems. Diligence is key to this role. The Customer Service Advisor will also help grow the revenue at the park which includes meeting sales targets.
The role includes working directly with the deceased, including assisting with the handling and transportation of coffins. This requires sensitivity, emotional resilience and an understanding of the responsibilities involved in caring for someone who has died. You must be comfortable with this aspect of the role and ensure that the deceased are always treated with dignity, care and respect. Alongside administrative duties, the role is physically active, involving moving coffins and spending time outdoors supporting families throughout the park, sometimes for several hours at a time and in varying weather conditions.
Key Responsibilities:
1. CUSTOMER SERVICE
- Responsible for delivering the highest standard of professional customer service.
- Customers are greeted and acknowledged in a warm and friendly manner and all questions are answered accurately.
- Ensure consistent high standard of guidance and care, linked to our "Client Service Promise" which makes the brand experience memorable and compliments the WOW factor of the park.
- All customer concerns, complaints and compliments are managed in a timely and compassionate manner.
2. SERVICE DELIVERY
- To liaise with our families, visitors, funeral directors and celebrants to deliver our brand experience.
- Ensure our "Service Promise" is delivered to all customers / suppliers and other stakeholders.
- Assist with hospitality as required at services by serving tea, coffee and helping to organise any 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 plots/ burial plots are prepared and checked prior to arrival of families.
- Meet family and celebrant if attending 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.
- Transportation to the local crematoria as required.
3. SALES CARE
- Achieve sales targets through effective solving of customers burial/cremation and memorial needs.
- Personally, and working as a team, ensure customers are aware of all the "options" and deliver what is most appropriate.
- Support the continuous development of new products and services for the park.
- Assist to make park events a success and put forward ideas to the Deputy & Park Manager.
- Ensure all decision maker forms are completed 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 customer’s 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 of leads and sales opportunities.
5. FINANCE AND ADMINISTRATION
- Ensure all bookings and recording of all requirements for each service at the park and crematorium are accurate.
- Ensure all admin, financial and control processes associated with the services of the park are followed.
- Ensure accurate processing of financial information to head office.
- Raise PO’s as required for park stationery and other stock requirements.
6. HEALTH, SAFETY AND SECURITY
- Ensure awareness of the evacuation & security procedures and alert senior managers to risks/problems.
- Follow the OSH requirements in place at the Park.
- If required take responsibility for first aid and follow the correct H&S procedures to ensure own safety.
- Ensure gates and all buildings are opened, closed and secured as and when 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 our families and community, always showing empathy and respect.
- Computer literate/data entry – (training will be provided on our internal systems).
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 (FTE 33 days 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 / Home and Tech Scheme and discounts at retailers
- Free parking on site
- Annual Flu Jab Voucher
- Me day, a day off for your Birthday
Additional Criteria:
- Eligibility to work in the UK
- Live within close 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
- GreenAcres appoints on merit. If you require any reasonable adjustment or other 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 the responsibilities and duties associated with the role. Additional tasks may be assigned as needed. *
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