ABOUT THE CANDIDATE

The role holder will assess the needs of the customer and be conversant and knowledgeable in specific subjects providing a detailed and comprehensive level of service advice where appropriate. The role holder will work as part of a team and contribute to the provision of a high quality service directly supporting service and organisational objectives.
Demonstrates an understanding of the views of others and communicates in a realistic and practical manner using appropriate language and medium, listens attentively to views and issues of others and responds to issues arising.
Analytical Skills: Ability to engage with stakeholders to identify information needs and to know how to go about obtaining the relevant information.
Planning and Organising: Demonstrate the ability to organize multiple tasks in the most effective way, and allocate time and energy according to task complexity and priority
Problem Solving and Decision Making: Is able to make effective decisions on a day-to-day basis, taking ownership of decisions, demonstrating sound judgement in escalating issues where necessary. Be logical in thinking and explain reasoning behind decisions or actions taken
ICT Skills: Skills to use ICT systems to obtain and analyse data and present it effectively through a variety of ICT channels
Administrative Skills: Ability to develop and maintain effective systems in a rapidly changing environment.
Financial Skills: Numeracy and accuracy skills to handle numbers confidently, collate information and keep accurate and reliable records to help with monitoring and reviewing financial resources
Research & Intelligence: Demonstrate the ability to analyse, organise and present research material in an appropriate format
To work flexibly across all cemetery sites as required by the service. This will require travel between cemeteries.
Commitment to undertake relevant training specific to the role.

ABOUT US

We’re the local council for one of the UK’s most vibrant and diverse cities.
Working for Manchester isn’t just a job – it’s an opportunity to contribute to a city that leads change and transforms lives. Whether it’s strengthening communities or driving innovation in public services, you’ll play a vital role in creating opportunities and shaping a brighter future for everyone.

Our Manchester is our vision for a fairer, greener, and healthier city – a vision shaped by the people of Manchester. It guides everything we do at the Council and is brought to life through the Our Manchester behaviours:

• We take time to listen and understand
• We work together and trust each other
• We show that we value our differences and treat each other fairly
• We ‘own it’ and we’re not afraid to try new things
• We’re proud and passionate about Manchester

ABOUT THE ROLE

Working Hours: 35 Hours Per Week
Contract Type: Full-Time, Permanent
Additional Payments: Casual Car Allowance
Closing Date: 20 August 2025
Closing time: 11.59pm

THIS ROLE IS SUBJECT TO -

2 References - where possible we require 3 years’ employment history.
Casual Car Documentation- The successful candidate will be a designated Casual Car User which means that car journeys may be necessary on an occasional basis, but are not essential to the role. If you do drive, you must always hold a full valid driving licence and provide your own car for use at work, as well as provide all the appropriate documentation. You will receive an allowance per mile of business use
Bereavement Services deliver in the region of 3,000 burial and cremation services each year in the Councils five cemeteries and one crematorium.
The Customer Care Officer role sits within the Customer Care Team which provides the administrative, financial and customer service function for the service.
Bereavement Services actively participates in community engagement, working with community groups so they play a key role in the delivery of the service, in line with the Our Manchester Strategy. Customer Care Officers are required to understand and keep up to date with Council policies, and legislation and procedures that are specific to the role, to ensure advice and support given to customers is accurate and appropriate. The post holder will provide a sensitive, professional and tactful service to a range of customers, which will include funeral directors and bereaved families.

Customer Care Officers main responsibilities include but are not limited to:

• Undertaking administrative duties in relation to burials, cremations and memorials. Completing relevant documentation, ensuring compliance with relevant policies, guidance and legislation.
• Liaising with bereaved families, service users and partner agencies to effectively deal with requests for service within designated timescales.
• Carry out the legal transfer of grave ownership.
• Dealing efficiently and courteously, with tact and diplomacy, to all queries and correspondence, both written and verbal from a wide range of internal and external customers.
• Providing a sales and advice service in a tactful and sensitive manner in relation to funeral packages and memorial products.
• Accurately processing payments for customers in line with Manchester City Council’s Financial Regulations.
• Undertaking financial reconciliations and banking for income received.
• Carrying out visits to graves and memorials within cemetery grounds to deal with issues relating to service delivery and customer care.
• When required, escorting funeral cortèges to the graveside, providing a ‘front of house’ service within chapels and assist with traffic management duties.

The Customer Care team is required to work with the Infrastructure teams across all cemeteries and the crematorium, to coordinate and communicate tasks ensuring smooth and efficient delivery of the service

We guarantee assessments for applicants who meet the minimum shortlisting requirements for the role and identify with at least one of the criteria below:

• Members of the Armed Forces members or veterans
• Current or former care leavers
• Have a disability or long-term conditio

If you are successful in securing a position with us, the pre-employment checks required will depend on the role you’ve applied for. As a guide, these checks may include:

• Proof of Right to Work: You’ll need to provide documentary evidence of your right to work in the UK. Please note, visa sponsorship is not guaranteed for this role.
• References: We’ll require references from your current and previous employer(s).
• Proof of Qualifications: Evidence of qualifications relevant to the role will be required.
• Disclosure and Barring Service (DBS) Check: A criminal record check may be necessary, depending on the role.
• Proof of Manchester Residency: For some roles, you may need to demonstrate that you reside within the boundaries of Manchester City Council.
• Police Vetting: Some roles may require police vetting to ensure suitability for accessing sensitive law enforcement systems or information.
• Baseline Personnel Security Standard (BPSS) Clearance: BPSS clearance is primarily used for roles that involve access to government data, systems, or assets. It ensures that individuals meet basic security requirements and can be trusted with sensitive information
• Driving Licence: If the role requires driving, we’ll need evidence of your valid driving licence