Team Lead, Cemetery Client Services and Administration

City Of Edmonton; Edmonton; On-site; CAD 98,000 - 124,000; Full time

Job summary

The City of Edmonton is seeking a Team Lead for Cemetery Client Services and Administration to supervise a client care team across seven municipal cemeteries and three facilities. You will recruit, train, coach staff, manage scheduling, and ensure compliance with city procedures, including cash handling and revenue recognition.

You will analyze sales, revenue, and inventory trends to support planning and partner with internal teams on policy and system improvements, while guiding staff in

Qualifications

• 7+ years progressively responsible customer service/public-facing experience with 3-5 years supervisory experience.
• Strong leadership and coaching abilities.
• Ability to manage multiple priorities and meet established timelines.
• Knowledge of bylaws, policies, procedures, collective agreements and applicable provincial and federal legislation.
• Excellent communication and organizational skills.

Responsibilities

• Supervise, coach and develop Cemetery Client Care staff and lead recruitment and training.
• Manage scheduling and coverage across multiple locations with adherence to City procedures and cash handling.
• Guide staff in assisting clients with pre-planned and at-need cemetery purchases and services and resolve escalations.
• Monitor revenue, inventory trends by cemetery location and product category and advise on strategic planning.
• Contribute to policy and procedure improvements and coordinate with internal partners to enhance systems.
• Review and update cemetery regulations and ownership files; communicate requirements to families and the public.

Skills

Leadership

People Management

Customer Service

Policy Implementation

Financial Acumen

Regulatory Knowledge

Communication

Problem Solving

Education

Bachelor’s Degree in Commerce, Business Administration, Public Administration or a related field

Tools

SAP

ARIBA

ArcGIS Pro

iNovah

IVR

Job description

Job Number: 56038Bring your leadership, business acumen and commitment to exceptional service to one of the City of Edmonton’s most unique service areas.As the Team Lead, Cemetery Client Services and Administration, you will lead a dedicated client care team supporting families and communities across seven municipal cemeteries, with services delivered across three customer-facing facilities. This unique role brings together people leadership, customer experience, sales and revenue performance, and regulatory responsibilities within a specialized service environment.As a member of the Municipal Cemeteries leadership team, you will support day-to-day service delivery, coach and develop staff, build strong relationships with internal and external partners, and use business and industry trends to support service improvements and future planning. This is a great opportunity to broaden your leadership experience while working with both people and operations and contributing to a meaningful and essential City service.What will you do?Supervise, coach and develop Cemetery Client Care staff, fostering a positive, collaborative and engaged team environment. Lead recruitment and training, establish performance expectations, provide regular feedback and conduct performance reviewsManage scheduling, staffing and coverage across multiple locations, ensuring staff are trained and follow established City procedures, including cash handlingGuide staff in assisting clients and families with pre-planned and at-need cemetery purchases and services, including complex or sensitive situations, and resolve customer concerns and escalationsMonitor sales, revenue and inventory trends by cemetery location and product category to support operational decisions and provide recommendations to the Supervisor for strategic planning and capital developmentContribute to the development and implementation of policies, procedures and services, and work with internal partners to enhance systems and operational processesInterpret and apply cemetery regulations, bylaws, policies and legislation, and provide guidance to staff in communicating requirements to families, clients and the general publicReview and recommend updates to Municipal Cemeteries Regulations and related information, and review and approve ownership files and transfersWork with business partners, vendors, community groups, internal City teams and other stakeholders to support effective service deliveryProvide oversight of cemetery sales contracts and group sales agreements, ensuring compliance with City standards, service requirements and applicable legislationComplete monthly revenue recognition, coordinate purchasing, respond to internal inquiries, and ensure established procedures and controls are followedQualifications:Bachelor’s Degree in Commerce, Business Administration, Public Administration or a related fieldA minimum 7 years progressively responsible work experience in a customer service, program development/administration and/or public facing environment in which at least 3-5 years supervisory experience is required.Skills required for success:Strong leadership skills with demonstrated ability to develop, coach and manage high-performing teams.Completion of a leadership training program/course work is an assetExcellent problem-solving and decision-making skills, with the ability to exercise sound judgment in complex and sensitive situations.Ability to manage multiple priorities, projects and operational requirements while meeting established timelines.Demonstrated ability to analyze, develop and implement policies, procedures and process improvements.Strong business acumen with the ability to use financial, sales and operational information to identify trends and support decision-making.Knowledge and ability to interpret bylaws, policies, procedures, collective agreements and applicable provincial and federal legislationAbility to guide and train staff in communicating complex or legislative information to cemetery patrons, including those navigating sensitive circumstances, and the general public.Understanding of cash handling procedures, purchase order processes and accounting principles.Advanced knowledge of Google applications and Microsoft Office programs, specifically Microsoft Excel and Google Sheets. Experience with SAP, AEGIS/ArcGIS Pro, ARIBA, iNovah and IVR is an asset; training in these systems will be provided.Strong relationship-building skills with the ability to work collaboratively with the public, civic departments, community groups, and internal and external partners and stakeholders.Excellent communication, customer service and organizational skills.Conditions of Employment:Valid Alberta Class 5 driver’s license (or provincial equivalent). Must obtain business auto insurance for personal vehicle use on City businessHire is dependent upon a Police Information Check satisfactory to the City of EdmontonThe City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [e-mail]. Learn more about our benefits https://bit.ly/COEbenefitsUp to 1 permanent full time positionHours of work: 40 hours per week, Monday to Friday. Some evening and weekend work may be required.Salary: $47.172 - $59.281 (Hourly); $98,495.14 - $123,778.73 (Annually)Recruitment Consultant: PG/RFEdmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.IND123Classification Title: Recreation Officer III - 8hrsPosting Date: Sep 17, 2026Closing Date: Sept 27, 2026 11:59:00 PM (MDT)Number of Openings (up to): 1 - Permanent Full-timeUnion : CSU 52Department: Attractions, Culture and NatureWork Location(s):Beechmount Cemetery, 12420 104 St Edmonton T5G 2M1