Customer Care Coordinator (Funerals)

MAYDAY Recruitment Group; Sydney; On-site; AUD 39,000 - 47,000; Full time

Benefits offered by this job

Comprehensive training and coaching

Supportive team environment

Employee Assistance Program (EAP)

Potential for one work-from-home day

Competitive hourly rate with shiftings

Job summary

MAYDAY Recruitment Group is partnering with one of Australia’s largest funeral service providers to recruit a compassionate Customer Care Coordinator in Rhodes. You’ll be an early point of contact for families, providing reassurance, gathering information and guiding them through the initial steps with care and dignity.

This role requires emotional maturity, resilience and the ability to communicate clearly under pressure.

Qualifications

• Emotional maturity and life experience to approach sensitive situations with compassion.
• Strong listening and communication skills for phone and written interactions.
• Ability to gather accurate information during difficult conversations.
• Resilience and self-awareness to manage emotional weight.

Responsibilities

• Answer inbound calls from grieving families with empathy and professionalism.
• Ask sensitive questions and gather accurate information during difficult conversations.
• Coordinate next steps and relay information to funeral arrangers and internal teams.
• Maintain accurate records across multiple systems.
• Manage competing priorities while progressing each call.
• Escalate concerns to the appropriate team when needed.
• Collaborate with colleagues and leaders to debrief and support each other.

Skills

Emotional maturity

Empathy

Listening skills

Communication

Resilience

Organization

Adaptability

Professionalism

Job description

MAYDAY Recruitment is proud to be partnering with one of Australia’s largest funeral service providers to recruit compassionate and professional Customer Care Coordinator to join their supportive team in Rhodes.

Are you someone who brings maturity, empathy and a calm, considered approach to difficult conversations? Do you want to use your communication skills to make a genuine difference in people’s lives?

This is an opportunity to step into a role that offers more than traditional customer service. As one of the first points of contact for families following the loss of a loved one, you will provide reassurance, gather important information and help families navigate the initial stages of their journey with care and dignity.

This role is rewarding, but it is not always easy. You will speak with people experiencing grief in many different circumstances, and every call will be different. Some conversations may be particularly distressing, so emotional maturity, resilience and the ability to remain composed while supporting others are essential.

You don’t need previous funeral industry experience. What matters most is your life experience, your ability to connect with people and your genuine understanding of why this work matters.

What you’ll be doing

• Answering inbound calls from families following the death of a loved one, responding with empathy, patience and professionalism.

• Listening carefully, asking sensitive questions and gathering accurate, detailed 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.

What will make you successful?

We’re looking for people who understand that supporting grieving families requires a particular level of care, maturity and professionalism.

You will ideally bring:

• Emotional maturity and life experience – the ability to approach sensitive situations with perspective, compassion and sound judgement.

• Confidence in difficult conversations – you are comfortable speaking with people who may be distressed, overwhelmed or struggling to process their loss.

• Strong listening and communication skills – you can ask the right questions, articulate information clearly and communicate sensitively over the phone and in writing.

• Exceptional attention to detail – you understand the importance of getting names, circumstances and other critical information right, particularly when families are experiencing significant distress.

• Resilience and self-awareness – you can acknowledge the emotional weight of certain conversations, maintain appropriate professional boundaries and recognise when to seek support.

• Organisation and adaptability – you can navigate multiple systems, manage information accurately and remain focused when priorities change.

• A genuine motivation for the work – you can articulate why this role interests you and how you would approach supporting families through a difficult time.

Experience in healthcare, nursing, counselling, community services, aged care, emergency services or other people-focused environments will be highly regarded. Customer service or contact centre experience is also valuable, particularly where you have managed sensitive or complex conversations.

Above all, we want to understand the person behind your application and why this opportunity matters to you.

What’s on offer?

• Full-time permanent opportunities within an established and respected organisation.

• A competitive hourly rate with applicable shift loadings for eligible evening and weekend work.

• A predominantly weekday daytime roster, with some flexibility required to support a 24/7 service.

• Comprehensive, practical training and ongoing coaching to build your confidence and capability before working independently.

• A supportive team environment, with regular feedback, call coaching and opportunities to connect with colleagues and leaders.

• Access to an Employee Assistance Program (EAP) and peer support to help you navigate the more challenging aspects of the role.

• The opportunity to do meaningful work and make a genuine difference to families when they need care and support most.

• Potential for one work-from-home day per week following successful completion of training, subject to the role’s requirements and an appropriate home office setup.

A little more about the environment

This is a specialised service where every conversation matters. You will receive regular call feedback and coaching, helping you develop the confidence to manage sensitive conversations while maintaining accuracy and professionalism.

You will also be part of a team that understands the nature of the work. Support is available from colleagues and leaders, and you will be encouraged to reach out, reflect on difficult calls and access the support available to you.

The successful candidate will be someone who can show genuine compassion without losing sight of the practical responsibilities of the role. You will help families feel heard and supported while ensuring the right information reaches the right people at the right time.

If you’re looking for work with purpose, bring a mature and compassionate approach, and feel comfortable supporting people through some of life’s most difficult moments, we’d love to hear from you