Client Care Officer

Boroondara Cemetery Trust; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Job summary

Boroondara Cemetery Trust in Kew, Victoria, is seeking a Client Care Officer to provide high-quality operational support, data management, appointment handling, and client services for burial and cremated remains placements.

You will enter data accurately in the Cemetery Management System, coordinate appointments, manage service bookings, liaise with funeral directors and other stakeholders, and help deliver an exceptional client experience while maintaining privacy and compliance.

Qualifications

• Demonstrated experience in cemetery services and administration.
• Accurate and efficient data entry skills.
• Advanced skills in Microsoft Word, Excel, email and internet applications.
• Previous customer service and administrative experience.
• Current Police Check, or ability to obtain one.
• Current Working with Children Check, or ability to obtain one.
• Minimum Level 2 First Aid certification, or ability to obtain one.
• Ability to perform the physical duties required for the role.

Responsibilities

• Maintain accurate, timely and high-quality data in the Cemetery Management System.
• Coordinate client appointments and record interactions in the Cemetery Management System.
• Manage and maintain service bookings, work orders and related client records.
• Communicate regularly with operational staff regarding demand management, appointments and work orders.
• Provide a key point of contact for client enquiries and experiences relating to appointments, services and other requests.
• Deliver an exceptional client experience through burial and cremated remains placements, research enquiries, grave locations and service bookings.
• Ensure compliance with established processes, procedures, policies and legislative obligations.
• Attain and report on sales targets.
• Maintain client privacy, confidentiality, data integrity and collection requirements.
• Contribute to continuous quality improvement activities and the update of policies and procedures.
• Liaise with funeral directors, stonemasons, contractors, suppliers, clients and other stakeholders.
• Promote positive community awareness of Boroondara Cemetery Trust’s services.
• Complete administrative and analytical duties that improve operational outcomes.
• Provide high-level customer service and contribute positively to the client care team.

Skills

Cemetery services

Administration

Data entry

Customer service

Teamwork / independence

Tools

Microsoft Word

Microsoft Excel

Email applications

Internet applications

Job description

The Client Care Officer provides high-quality operational support, system management, appointment management, sales and client services at Boroondara Cemetery in Kew, Victoria. The role supports clients and stakeholders through burial and cremated remains placements, research enquiries, grave location services and service bookings while contributing to the effective operation of the Cemetery Management System.

Key responsibilities

Maintain accurate, timely and high-quality data in the Cemetery Management System.

Coordinate client appointments and record interactions in the Cemetery Management System.

Manage and maintain service bookings, work orders and related client records.

Communicate regularly with operational staff regarding demand management, appointments and work orders.

Provide a key point of contact for client enquiries and experiences relating to appointments, services and other requests.

Deliver an exceptional client experience through burial and cremated remains placements, research enquiries, grave locations and service bookings.

Ensure compliance with established processes, procedures, policies and legislative obligations.

Attain and report on sales targets.

Maintain client privacy, confidentiality, data integrity and collection requirements.

Contribute to continuous quality improvement activities and the update of policies and procedures.

Liaise with funeral directors, stonemasons, contractors, suppliers, clients and other stakeholders.

Promote positive community awareness of Boroondara Cemetery Trust’s services.

Complete administrative and analytical duties that improve operational outcomes.

Provide high-level customer service and contribute positively to the client care team.

What we're looking for

Demonstrated experience in cemetery services and administration.

Experience providing exceptional client care in sensitive and difficult circumstances.

Accurate and efficient data entry skills.

Advanced skills in Microsoft Word, Excel, email and internet applications.

Previous customer service and administrative experience.

Current Police Check, or the ability to successfully obtain one.

Current Working with Children Check, or the ability to successfully obtain one.

Minimum Level 2 First Aid certification, or the ability to successfully obtain one.

Ability to perform the physical duties required for the role.

Commitment to equal opportunity and anti-discriminatory practice.

Ability to work effectively independently and as part of a team.

Professional, punctual, approachable and responsive approach to client needs.

High standards of presentation and personal grooming.