Family Support Administrator

Coles Funeral Directors; Coles (VA); On-site; USD 32,000 - 39,000; Full time

Job summary

Coles Funeral Directors in Virginia seeks a customer-focused Front of House Coordinator to uphold the Coles Brand and deliver an impeccable, empathetic service to families. You will coordinate front of house operations, handle enquiries, and support funeral administration across locations.

This role requires discretion, immaculate presentation and strong IT skills. Full-time and part-time (3–4 days) options are available, reflecting a flexible schedule aligned with the Coles Way.

Qualifications

• Empathetic and compassionate approach is essential.
• Must maintain strict discretion due to sensitive business.
• Immaculate personal presentation and hygiene.
• Excellent interpersonal communication and teamwork.
• Strong administrative and IT capabilities are required.
• Positive, respectful and approachable demeanor.

Responsibilities

• Follow operations manual policies, systems and processes.
• Assist in front of house functions: enquiries, visitor reception and general administration.
• Collaborate with Funeral Directors on funeral administration tasks.
• Identify and pursue new business opportunities: funerals, prepaid plans, memorial stones.
• Record all financial transactions and customer data securely.
• Ensure the funeral home is presented to the highest standard.
• Participate in after-hours viewing duties and on-call rota as required.
• Provide administration cover at all company locations.
• Other duties as needed by supervisor.

Skills

Empathy

Discretion

Immaculate presentation

Interpersonal skills

Administrative & IT skills

Positive attitude

Job description

Department: Family Support Team

Reporting to: Operations Manager

Salary: Starting at £27,000 pro rata, with an increase following successful completion of the probationary period

Hours: One full time position and two part time positions (3–4 days per week)

Key Role Outputs

• To be an ambassador for the Coles Brand ensuring an impeccable service for our customers.
• To provide a warm, empathetic, approachable and serene experience for every single customer.
• To sustain a good working relationship with key partners in the delivery of our service to meet our customers’ expectations.
• To promote and drive the business forward.
• To assist and support our families the ‘Coles Way.’
• To coordinate Front of House operations in order to fulfil the overall service requirements.

Essential Job Functions

• To ensure that policies, systems and processes are followed according to the operations manual.
• To assist and participate in the delivery of front of house key functions, to include: customer enquiries, receiving of visitors and general administration.
• To collaborate with Funeral Directors and other key departments in the facilitation of funeral administration, to include: estimates, confirmations, funeral accounts, obituary notices, funeral stationery, processing of donations, flower orders etc.
• To follow up on and maximise on all new business opportunities to include: new funerals, pre-paid plans, memorial stones and after care products.
• To receive, process and properly record all financial transactions and customer data in a safe and secure manner.
• To ensure that the Funeral Home is always presented in the highest possible standard.
• Participate in out of hours viewing duties and telephone on call rota as required.
• To provide administration cover at all company locations.
• Any other duties that supervising manager deems necessary in order to meet the needs of the business.

Essential Requirements For The Role

• Empathetic and compassionate manner.
• Full discretion required due to the confidential and sensitive nature of the business.
• Immaculate personal presentation and hygiene.
• Good interpersonal skills.
• Excellent administrative and IT skills.
• Positive, respectful and approachable attitude.