Funeral Arranger

at  Memoria Funerals

Our Mission Statement
“Memoria Funerals has a mission to provide exceptional standards of service and facility to the bereaved families that use its services. This is because it is not only commercially sensible to do so but also because it is an essential act of human decency towards people who have just lost a much loved member of their family or friend. Bereavement is the price we must all pay for the joy of loving and being loved. The loss of a loved one is the most stressful, unhappy and traumatic experience that we will face in life. We at Memoria Funerals we realise that we are unable to eradicate such pain but we also know it is our responsibility and duty to be as efficient, kind, respectful and polite as humanly possible to our clients at their time of grief.”

JOB PURPOSE

As a Funeral Arranger/Consultant for Memoria Funerals, you will play a crucial role in delivering compassionate, professional, and personalized funeral services to our clients. You will be responsible for arranging funerals for clients at their time of need, which may result from a sale, a funeral plan redemption, or a fulfilment contract with a third-party provider. This role involves liaising with internal and external providers to ensure that each client receives a high level of service that aligns with Memoria’s standards of care and quality.

KEY RESPONSIBILITIES

• Funeral Arrangement Coordination
• Arrange and coordinate all aspects of the funeral service, working directly with clients to understand their needs and preferences.
• Communicate and liaise with various providers, such as funeral directors, crematoria, and celebrants, to ensure smooth service delivery.
• Manage arrangements for the transfer and care of the deceased following initial contact from families, friends, or third-party providers.
• Organise and confirm details like music, readings, and other personalized elements for the service.
• Customer Service and Communication
• Act as a point of contact for bereaved families, providing empathetic and professional support over the phone and, when required, face-to-face or via video calls.
• Utilise video calls to provide a personal touch and build rapport with clients, showing a warm and caring presence on-screen.
• Be available within the dialler to handle incoming calls, addressing client inquiries and redirecting them to the appropriate department when necessary.
• CRM Management and Record Keeping
• Accurately capture all information related to funeral arrangements in our CRM system.
• Record and track all funeral-related costs, ensuring invoices are approved and processed in a timely manner.
• Quality Control and Continuous Improvement
• Actively seek and capture client feedback through Trustpilot and other review platforms, helping Memoria Funerals continuously improve its service offerings.
• Assist in enhancing the client experience by providing thoughtful, responsive service and supporting Memoria’s commitment to compassionate care.
• Team Collaboration and Support
• Work both independently and as part of a team to support colleagues, particularly during periods of holiday or sickness coverage.
• Assist other departments as necessary to ensure a seamless experience for clients.

ROLE REQUIREMENTS

• Experience in funeral arranging, bereavement care, or a customer service role within the funeral industry.
• Strong interpersonal skills with the ability to build rapport and trust with clients during sensitive times.
• Proficient in using CRM systems and comfortable with technology, including video calling platforms.
• Excellent organisational skills, with attention to detail and the ability to manage multiple arrangements simultaneously.
• Compassionate, empathetic, and professional approach to supporting clients and their families.
• Attend teams meetings fully with both video and audio presence
• Flexibility to work both remotely and, when required, travel to meet clients in person.
  Job Types: Full-time, Permanent
  Pay: £26,000.00 per year

Benefits:

• Free parking
• Gym membership
• On-site parking

Schedule:

• Monday to Friday

Work Location: In perso