Customer Service Officer

Metropolitan Cemeteries Board; Perth; On-site; AUD 55,000 - 65,000; Full time

Benefits offered by this job

None

Job summary

Metropolitan Cemeteries Board in Perth is seeking a Customer Services team member to provide compassionate and professional service across cemeteries and memorial parks. You will assist families with enquiries, coordinate memorialisation requests, and process grants and applications with careful attention to records.

Join a supportive team dedicated to respectful service during difficult times, with opportunities to bear witness at services and collaborate across locations in Greater Perth.

Qualifications

• Experience delivering high-quality customer service in a busy environment.
• Able to communicate sensitively and professionally with diverse communities.
• Strong attention to detail and accurate record-keeping.

Responsibilities

• Provide compassionate and efficient customer service via telephone, email and front counter.
• Assist families with information on cemetery services, grants, memorialisation and related inquiries.
• Process customer requests, invoices and transactions while maintaining accurate records in systems.

Skills

Customer service

Empathy

Communication

Attention to detail

Job description

The Opportunity

This is an opportunity to do meaningful work that genuinely matters. We are looking for compassionate and customer-focused people who take pride in helping others through some of life's most significant moments. This is more than a customer service role. It is an opportunity to support families, provide reassurance during difficult times and help create a positive experience for members of the community when they need it most.

Joining the MCB's Customer Services team, you'll work alongside experienced and supportive colleagues who are committed to delivering a respectful, professional and responsive service across our cemeteries and memorial parks. No two days are the same. You may be assisting families with enquiries, coordinating memorialisation requests, processing grants and applications, preparing ashes for collection, or bearing witness to family-attended services. Through every interaction, you'll play an important role in helping families honour their loved ones with dignity and care.

Key responsibilities

• Providing compassionate and efficient customer service for telephone, email and front counter enquiries.
• Assisting families with information on cemetery services, grants, memorialisation and related enquiries.
• Processing customer requests, applications, invoices and service transactions while maintaining accurate records and customer information in business systems and databases.
• Preparing and managing ashes for collection, transfer, memorialisation and storage.
• Bearing witness to family-attended services and working collaboratively with teams across multiple cemetery locations.

About Us

At the MCB, you’ll be part of something bigger than a workplace! Preserving cultural heritage, fostering community connections, and delivering vital public services. We offer a collaborative and inclusive environment where you are recognised, your ideas are valued, and your impact is felt every day. Join us and help shape a legacy that matters. As a self-funded statutory authority, the MCB operates seven cemeteries and memorial parks across Greater Perth.

Our Aspiration; To be a sanctuary for our community, preserving history and culture and providing places for remembrance and connection.

About You

We're looking for someone who combines strong customer service skills with empathy, professionalism and attention to detail. To be successful in this role, you will have:

• Experience delivering high-quality customer service in a busy environment, with the ability to communicate sensitively and professionally.
• A caring and compassionate approach when supporting people from diverse backgrounds and circumstances.
• Strong attention to detail and the ability to maintain accurate records and information.
• Confidence using technology and business systems to manage customer information and transactions.
• The ability to work collaboratively within a team while maintaining confidentiality, professionalism and integrity.

Further Information

For further information about the role, please refer to the attached Job Description Form (JDF) or contact Janani Alvapillai, Customer Services Coordinator, on [phone]. There is currently one (1) permanent full-time position available for immediate filling at Fremantle and Rockingham Regional Memorial Park. We are also creating a pool of suitable applicants for permanent, part-time and fixed-term opportunities that may become available over the next 12 months at Pinnaroo Valley Memorial Park, Fremantle and Rockingham Regional Memorial Park, and Karrakatta Cemetery. Applicants found suitable may be considered for future vacancies at these locations.

Accessibility and Support

The MCB is committed to creating an inclusive recruitment process. If you have access needs and require adjustments to participate fully in the application or interview process, require an alternative communication method, or have technical difficulties, please contact Human Resources via email at [e-mail]. If you are an Aboriginal person who would like assistance with your application, please contact Jobs and Skills WA on 13 64 64.

Equity and Diversity

The MCB embraces diversity and believes that the best services come from a workplace where diversity in thought is welcomed and encouraged every day. We are committed to creating an equitable and diverse workforce and encourage applications from people with disability, Aboriginal and Torres Strait Islander people, people from culturally diverse backgrounds, women, young people and people of diverse sexualities and gender identities.

Closing Date: Monday 16, November at 4:00pm.