Customer Support Consultant - Funeral Services

About Us:
We create extraordinary experiences, we create memories, we take care of our shared heritage. This means careers where we have to innovate and always push for better. This is a world where we bring together our love for the natural environment and our care for one another. This is where you'll discover something new, every day.  
The Role:
Join us as a Customer Support Consultant in Funeral Services at Springvale Botanical Cemetery, where you will play a pivotal role in ensuring the seamless coordination of burial, cremation, and funeral services across our cemetery locations. This is a full time position where you will be the first point of contact for funeral directors and external stakeholders, providing exceptional customer service and support throughout the entire funeral process. This role requires a high level of empathy, excellent time management skills, and the ability to work both autonomously and as part of a team.

• Oversee and complete funeral services to ensure Funeral directors and client families are provided with professional services.
• Ensure smooth transactions and documentation processes for all funeral services.
• Support funeral directors in escorting hearses to designated locations.
• Address general public queries and escalate complaints where necessary.
• Ensure all IT and AV equipment is functional and coordinate with the IT department for any issues along with creating an extremely high standard of live streaming/recordings of services.
• Ensure that high standards of presentation and cleanliness are achieved at all times also preparing for scheduled services, including music, media playing and recording and other special requirements across all shared services.

About You - We Are Looking for Someone With:

• Australian Drivers license
• Exceptional communication and interpersonal skills, with experience in customer service.
• Ability to build and maintain strong relationships with a diverse range of stakeholders.
• Strong problem-solving skills and a knack for quick, effective resolutions.
• Flexibility and adaptability to work across multiple sites and shifts, including weekends.
• Strong organisational skills and the ability to manage multiple tasks efficiently.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Experience with public speaking or delivering presentations is a plus.
• A high level of empathy and the ability to understand and support clients during sensitive times.

Shortlisted candidates will be asked to attend a group interview for these positions, which will be conducted on Tuesday, 11 November.  

What’s on Offer:

We offer a fulfilling career with exceptional personal and professional growth opportunities, along with a comprehensive range of benefits, including:

• 16 RDOs per year
• Leadership and Development programs
• Flexible working arrangements.
• Employee Health, Wellbeing and Assistance Programs including complimentary onsite physio services.
• A range of leave entitlements including;
  • 16 weeks paid parental leave for primary carers and 6 weeks for secondary carers
  • Reproductive Health and Wellbeing leave
  • Gender Affirmation leave
  • Cultural/Ceremonial leave
  • The opportunity to purchase additional annual leave.
  • Discounts available at our employee café and onsite florists.

Don’t meet every requirement? We still encourage you to apply – your unique strengths might be just what we need.

We care for our colleagues and the community we serve. To protect one another it is a requirement that all successful candidates complete background checks.

If you have any access requirements which restrict you from fully participating in our recruitment process, please contact [email protected] so that we can discuss necessary adjustments.

We're reviewing applications as they come in and may remove this ad early once the position is filled, so we encourage you to apply as soon as possible.

For more information on Southern Metropolitan Cemeteries Trust, please visit our website: www.smct.org.au.

SMCT is an equal opportunity employer and a Diversity Council Australia Member.