Bereavement Officer at Enable

Enable; City Of London; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

30 days leave

Life Insurance

RewardHub membership

Wellbeing budgets

Cycle to work

Gym membership

Wellbeing talks

Job summary

Enable is seeking a Bereavement Officer for Putney Vale, joining the Bereavement Team to support crematoria and cemeteries across Wandsworth. You will handle administration, front-line customer service and day-to-day front desk duties with empathy and professionalism.

The role primarily sits at Putney Vale Cemetery and Crematorium with occasional travel to satellite sites; 5 days over 7, including weekends/bank holidays as required. Office-based, full-time position with benefits.

Qualifications

• Experience with IT systems including Office 365 and Sage Intacct.
• High level of resilience, professionalism and customer service in a busy front-facing office.
• Excellent English, clear written and spoken communication; GDPR aware.

Responsibilities

• Review and process cremation and burial paperwork and memorial contracts.
• Handle financial input, invoicing and MS Excel tasks for finance support.
• Provide responsive front-line customer service to mourners and partners.
• Assist with chapel duties and various interments as required.
• Travel to satellite locations around Wandsworth and North East Surrey.

Skills

IT systems

Office 365

Communication skills

Customer service

GDPR/confidentiality

Travel flexibility

Team player

Driving licence

Sage Intacct

Tools

Sage Intacct

Job description

We are looking for an experienced and enthusiastic Bereavement Officer to join our Bereavement - Putney Vale team at Enable!

About Us:

Enable is a charity dedicated to improving people's wellbeing and strengthening local communities. We work with councils, charities and other local organisations to deliver health, leisure, community services and events that enrich people's lives and strengthen our local community.

Benefits:

• 30 days of annual leave (plus 8 bank holidays)
• Life Insurance
• Reward Schemes (RewardHub Membership, wellbeing budgets and cycle to work)
• A variety of social and wellbeing activities each month
• Mental Health & Wellbeing Perks (Monthly talks, Wellbeing Hour, etc)
• Gym Membership

Reports to: Cemetery Manager

Based: Putney Vale Cemetery & Crematorium

Salary: 30,869 per annum

Contract: Permanent, Full Time

Work Arrangement: 40 hours per week, Office based

Role Overview:

The Bereavement Team are a small team of professionals based at Putney Vale or North East Surrey. The team manages two crematoria, three busy cemeteries and two closed cemeteries. The team pride themselves on their work showing professionalism, empathy and compassion through everything they do, positively supporting the community in times of need.

The Bereavement Officer's role is to participate in the provision of the efficient and effective running of our crematorium and cemeteries that are managed by Enable on behalf of Wandsworth Council, in accordance with the relevant statutory and local responsibilities and the codes of practice, covering administration and reception duties for all areas, ensuring services are delivered and mourners/visitors are dealt with in a caring and compassionate manner.

The role is predominantly based at Putney Vale Cemetery and Crematorium. The successful applicant will need to be available to work 5 days over 7, to accommodate services at the weekends and occasionally bank holidays and, may need to travel to satellite cemeteries around Wandsworth and occasionally may be required to support North East Surrey Crematorium in-line with our contractual arrangements.

Reporting directly to the Cemeteries Manager. You will work as part of a team carrying out all duties as required within Bereavement services in a smooth, accurate, efficient and sensitive manner, meeting daily deadlines and targets for performance on a front-line service and to undertake any other duties as considered appropriate to the equivalent of grade. You need to be able to deal sensitively and efficiently with queries, service requests or complaints from the bereaved, funeral directors, clergy, stonemasons, contractors, internal/external staff and the public.

Main Duties/Responsibilities:

• Ensure the accurate review and processing of all statutory and non-statutory paperwork relating to bookings for cremations and burials, and memorial contracts using our in-house database, Microsoft 365 and manual processes
• Basic finance procedures, assisting the Finance department and utilising MS Excel and Sage Intacct
• Ensure all administration relating to the sale of memorialisation including the correct calculation of fees, placing of orders with suppliers and coordinating installation of memorials within allocated memorial grounds is carried out in a timely and efficient manner
• Ensure the accurate input and processing of all financial information relating to all cremation, burial and memorial bookings using the bereavement software system leading to the timely invoicing to all customers
• Act as point of contact for general enquiries or complaints from all stakeholders ensuring a good customer service is provided and enquiries are resolved in a sensitive, appropriate and timely manner, and escalated more complex matters appropriately
• Assist colleagues with other areas of the business, including chapel attending, and various types of interments
• Take part in One Enable. An amazing opportunity to give back to your community, working in and around Wandsworth at events that include the famous Battersea fireworks
• Undertake any other reasonable tasks within the scope of the role and grade
• Play an active role in successful delivery of company events including open days and charity activities

Skills and Experience:

Essential to role

• Experience working with IT systems with windows, web applications including Office 365, Teams and Outlook, as well as other related software, including Sage Intacct
• Possess a high level of resilience, emotional stability and maturity with a commitment to achieving and maintaining standards of excellence and experience of delivering administrative support in a busy, front-facing and highly pressurised office environment
• Possesses effective interactive communication skills with the ability to deal with potentially difficult and sensitive situations in a professional and calm manner without compromising the needs and quality of the service. With an excellent level of English language both written and orally, able to present information clearly and concisely
• Able to handle confidential and sensitive information appropriately and maintain confidentiality throughout that complies with GDPR requirements
• Attention to detail and methodical approach to work, ensuring completeness and accuracy
• Able to work as an effective team player, assisting and supporting other team members and help celebrate the success of the team and Enable as a whole
• Respects diversity and adopts a fair and inclusive approach with everyone
• Demonstrates the highest standards of personal conduct, honesty, integrity that inspires trust and confidence
• Able to travel and work to various satellite locations across Wandsworth to facilitate services within our cemeteries, as well as North East Surrey Crematorium
• Able to prioritise tasks according to need and urgency
• Undertake fire marshall training if required and execute related duties if needed
• Undertake first aid in the workplace training and provide first aid in the workplace as and when needed post-training and qualification
• To always be of smart appearance and wear provided uniform when required to
• Full UK driving license

Desirable to role

• Experience working within the bereavement industry or similar environment such as care
• Be qualified to cremate or willing to work towards this
• Experience of chapel and burial duties

Enable is strongly committed to creating a diverse and inclusive workplace and is an equal opportunities employer. We value diversity and encourage applications from candidates from all backgrounds. We believe that the more inclusive we are, the better our work will be. To find out more on our approach to Equality, Diversity and Inclusion, please visit our website.