Compassionate Front Desk Specialist – Funeral Services

Daniel Robinson & Sons Ltd; Bishop's Stortford; On-site; GBP 25,000 - 28,000; Full time

Job summary

Daniel Robinson & Sons Ltd in Bishop's Stortford is seeking an experienced Receptionist to be the warm, first point of contact for bereaved families. This role combines front-of-house duties with a varied administrative workload, coordinating appointments, handling enquiries and supporting Funeral Directors.

You will provide a calm, empathetic, professional service, maintain confidential records, manage payments and post, and help liaise with external organisations.

Qualifications

• Proven experience in a front-of-house or receptionist role.
• Excellent verbal and written communication skills.
• A warm, professional and empathetic telephone manner.
• High emotional intelligence and the ability to respond appropriately to people who may be distressed or grieving.
• Strong organisational and administrative skills, with excellent attention to detail.
• The ability to remain calm and composed while managing multiple priorities.
• Competent IT skills, including Microsoft Office, with the confidence to learn new systems.
• Absolute discretion, integrity and professionalism.
• A smart and professional appearance and manner.
• A flexible, helpful approach and a genuine commitment to providing excellent service.
• Desirable: Previous or current experience within the funeral industry.
• Desirable: Knowledge of Bishop's Stortford and the surrounding area.
• Desirable: Experience dealing with funeral-related organisations or third parties.
• Desirable: Experience in another client-facing role involving sensitive or emotionally challenging situations.
• Desirable: A full UK driving licence.

Responsibilities

• Welcoming bereaved families, visitors and members of the public with warmth, dignity and discretion.
• Handling telephone enquiries sensitively, including initial calls following a death.
• Managing appointments, viewings and chapel of rest arrangements.
• Coordinating diaries and information between families, Funeral Directors and third parties.
• Liaising with clergy, celebrants, crematoria, cemeteries, doctors, coroners, florists and other suppliers.
• Preparing, completing and maintaining funeral paperwork and records accurately.
• Handling payments, invoices and account queries.
• Managing incoming and outgoing post, emails and general correspondence.
• Ensuring reception, meeting rooms and public areas are maintained to an excellent standard.
• Providing wider administrative and branch support as required.
• Handling highly sensitive information with absolute confidentiality and in line with GDPR and company procedures.
• Supporting local community activities, events and fundraising where required.

Skills

Front-of-house

Communication skills

Empathy / Emotional intelligence

Organisational skills

Microsoft Office

Discretion

Professional appearance

Flexible approach

Customer service

Tools

Microsoft Office

Job description

Daniel Robinson & Sons Ltd in Bishop's Stortford is seeking an experienced Receptionist to be the warm, first point of contact for bereaved families. This role combines front-of-house duties with a varied administrative workload, coordinating appointments, handling enquiries and supporting Funeral Directors.

You will provide a calm, empathetic, professional service, maintain confidential records, manage payments and post, and help liaise with external organisations.