Compassionate Funeral Care Coordinator

MAYDAY Recruitment Group; Sydney; Hybrid; AUD 39,000 - 58,000; Full time

Benefits offered by this job

Full-time permanent

Training & coaching

Employee Assistance Program (EAP)

WFH day weekly

Supportive team environment

Job summary

MAYDAY Recruitment partners with one of Australia’s largest funeral service providers to recruit a compassionate Customer Care Coordinator in Rhodes.

As a first point of contact for families after a death, you will gather information, provide reassurance, and help families navigate the initial stages with care and dignity.

This role requires emotional maturity, resilience and excellent communication, with some flexibility for a 24/7 service and occasional work-from-home days after training.

Qualifications

• Emotional maturity and life experience.
• Confidence in difficult conversations.
• Strong listening and communication skills.
• Exceptional attention to detail.
• Resilience and self-awareness.
• Organisation and adaptability.
• Genuine motivation for the work.

Responsibilities

• Answering inbound calls from families following the death of a loved one with empathy and professionalism.
• Listening carefully, asking sensitive questions and gathering accurate information during emotionally difficult conversations.
• Coordinating the next steps, including communicating essential information to funeral arrangers and relevant internal teams.
• Maintaining accurate records across multiple systems while ensuring important details are captured and communicated correctly.
• Managing competing priorities and balancing compassionate conversations with the need to progress each call appropriately.
• Recognising when a family needs additional support and escalating concerns to the appropriate team member when required.
• Working collaboratively with colleagues and leaders, contributing to a supportive environment where team members can debrief and seek guidance when needed.

Skills

Empathy

Life experience

Communication

Active listening

Attention to detail

Emotional resilience

Professional boundaries

Organisation

Adaptability

Motivation

Job description

MAYDAY Recruitment partners with one of Australia’s largest funeral service providers to recruit a compassionate Customer Care Coordinator in Rhodes.

As a first point of contact for families after a death, you will gather information, provide reassurance, and help families navigate the initial stages with care and dignity.

This role requires emotional maturity, resilience and excellent communication, with some flexibility for a 24/7 service and occasional work-from-home days after training.