Business Support Officer – AR

Job Details

Job Description

Job Title: Business Support Officer
Grade: 4
Reports To: Team Manager

Job Purpose

To provide efficient administrative and clerical support to the crematorium service, assisting the Team Leader in the effective day-to-day operation of the service. The postholder will deliver high standards of customer service, manage enquiries, process cremation-related administration, and support bereaved families, funeral professionals and partner organisations.

Key Responsibilities

Customer Service & Communication

  • Act as a first point of contact for customers, funeral directors, officiants, suppliers and other stakeholders.
  • Respond to enquiries in person, by telephone and in writing in a professional, sensitive and timely manner.
  • Provide information and assistance relating to funerals, cremations, memorial services and associated enquiries.
  • Support customers with empathy, professionalism and understanding, particularly when dealing with bereaved families.

Administration & Operational Support

  • Carry out a wide range of administrative and clerical duties to support the effective operation of the crematorium.
  • Process and maintain accurate records, documentation and data relating to cremations and associated services.
  • Ensure paperwork, filing systems and records are completed accurately and maintained in accordance with procedures and regulatory requirements.
  • Assist the Team Leader with general service administration and operational coordination.

Financial Administration

  • Receive and process payments for crematorium services.
  • Issue receipts and maintain accurate financial records.
  • Ensure compliance with Council financial regulations, procedures and record-keeping requirements.

Partnership & Relationship Management

  • Assist in developing and maintaining effective working relationships with crematorium partners, including funeral directors, officiants and suppliers.
  • Work collaboratively with colleagues and external stakeholders to support efficient service delivery.

General Duties

  • Follow organisational policies, procedures and service standards.
  • Contribute positively to team working, continuous improvement and effective service delivery.
  • Undertake other duties appropriate to the level and nature of the role as required for the successful operation of the crematorium.

Person Specification

Essential Requirements

Qualifications

  • Minimum of 5 GCSEs (Grade A–C) or equivalent qualification, NVQ Level 2, or relevant work experience.

Knowledge & Experience

  • Minimum two years’ relevant experience involving direct customer and stakeholder interaction.
  • Experience of administrative and clerical work within a professional environment.
  • Understanding of confidentiality, accuracy and professional service standards.

Skills & Abilities

  • Strong verbal and written communication skills.
  • Ability to communicate effectively with customers, partners and colleagues.
  • Strong organisational and workload management skills.
  • Ability to work accurately and meet agreed deadlines and standards.
  • Demonstrated understanding, sensitivity and compassion when dealing with bereaved individuals.
  • Competent user of Windows-based software and standard office systems.
  • Good literacy and numeracy skills.

Desirable Requirements

  • Working towards, or willingness to obtain, the ICCM Crematorium Certificate.
  • Willingness to undertake First Aid training.

Behaviours & Values

The postholder will be expected to:

  • Support colleagues and contribute positively to team working.
  • Build and maintain constructive working relationships.
  • Use initiative and identify opportunities for service improvement.
  • Communicate openly, honestly and professionally.
  • Follow established procedures and provide feedback to improve processes where appropriate.
  • Demonstrate self-awareness and adapt communication and working style as required.

Equality, Training & Development

  • Promote equality, diversity and inclusion in line with organisational policies.
  • Undertake all mandatory training relevant to the role.
  • Take responsibility for continuing professional development.