National Funeral Service Operative

Job Summary

As a Funeral Service Operative, you will play a crucial role in our service, serving as the initial point of contact for families during their time of need. Your calm and professional demeanour will provide reassurance to families as you guide them through the process of entrusting their loved ones to our care.

In addition to meeting with families, you will also undertake various behind-the-scenes responsibilities. This includes working in cold storage facilities, fitting coffins, and actively participating in Funeral Services, including pall bearing. Your attention to detail and commitment to excellence will ensure that every aspect of our service runs smoothly.

Collaboration with the arrangement team is essential to maintain a high standard of service delivery. Strong communication skills are vital as you work closely with colleagues to ensure the needs of the client are met with sensitivity and professionalism.

Being a Funeral Service Operative is both challenging and rewarding, offering diverse experiences with no two days being alike. You will have the opportunity for in-house training and, over time, to lead and conduct attended services.

A valid full driving license is required for this role, as you will be responsible for driving company vehicles to fulfill your duties.

Key Responsibilities:

Deceased Collection and Transfer:

Collect the deceased from various locations and scenarios with professionalism, empathy, and dignity.

Conduct respectful transfers of deceased for direct cremations and Funeral Services.

Provide a prompt and compassionate delivery of cremated remains to families, whether they are local or distant. In cases where delivery to an out-of-area location is necessary, there may be a need for an overnight stay to facilitate the delivery process.

Funeral Service Participation:

Participate in Funeral Services by bearing coffins and driving funeral vehicles in a respectful and professional manner.

Conduct funerals as and when required, ensuring attended services are fulfilled.

Assist in the transfer of deceased.

Preparation and Maintenance:

Prepare coffins and engrave name plates according to clients’ specifications.

Perform Basic Care and Preparation of deceased, including obtaining fingerprints and locks of hair if requested.

Maintain cleanliness and upkeep of equipment, facilities, and ceremonial vehicles.

Ensure cold storage facilities are well-maintained and hygienic.

Operational Compliance:

• Monitor Funeral Service operations to ensure compliance with policies, regulations, and laws.
• Handle telephone inquiries efficiently and effectively, adhering to company procedures and standards.
• Maintain accurate records and update CRM system with service and client details promptly and accurately.
• Ensure conformity with data protection and GDPR legislation when handling client information.

Administrative Duties:

• Complete all paperwork promptly and deliver it within specified time limits to relevant parties.
• Safeguard company assets and ensure the safety and security of documents and data.
• Support business promotion efforts and assist in achieving key performance targets.

Team Collaboration:

• Collaborate with Logistics Manager and colleagues to coordinate services effectively.
• Communicate constructively and positively with management and team members.
• Ensure clients are received and greeted appropriately, maintaining a professional demeanour at all times.

Health, Safety, and Relationships:

• Adhere to health and safety policies and procedures, taking reasonable care for oneself and others.
• Foster and maintain good working relationships with external service providers, such as funeral directors, hospitals, clergy, and crematoria.
• Report defects or damages promptly to the Logistics Manager and maintain high standards of housekeeping.

Professionalism and Flexibility:

• Display a professional and smart image and attitude consistently.
• Be available for out-of-hours calls and collections on a rota basis as required by business needs.

Additional Expectations:

• All employees are expected to work within the terms of their employment contracts and adhere to company policies and procedures at all times.
• This job description outlines the essential responsibilities and expectations for the role of Funeral Service Operative. Successful candidates will demonstrate professionalism, empathy, attention to detail, and a commitment to maintaining high standards of service delivery.

Candidate Profile

This role would suit people who have:

• A genuine desire to help people at a difficult time in their lives

• A professional and caring approach to client/customer service

• The ability to take instructions and follow them to the letter, with high attention to detail

• The ability to react calmly and compassionately in emotional circumstances

• An open mind when it comes to working around and coming into contact with the deceased, both prepared and unprepared
• The ability to perform the physical aspects of the role

A full driving licence is essential.

Experience Requirements

Funeral Service Experience

Minimum 2 years’ Funeral Service experience

Job Type: Full-time

Salary: £27,500.00 per year

Benefits:

• Company pension
• Health & wellbeing programme
• On-site parking

Supplemental pay types:

• Bonus scheme

Experience:

• Funeral Service: 2 years (required)
• Customer Service: 1 year (preferred)

Work Location: In person

Reference ID: NFSO1