Your job involves:

• Assisting the Crematorium Manager in all aspects of managing the facility.
• Assisting the Crematorium Manager in day-to-day financial administration, including issuing invoices, chasing payments, taking and banking cash and cheques, taking payments remotely and issuing receipts.
• Assisting the Crematorium Manager and Senior Finance Manager as and when required.
• Receiving telephone calls coming into the crematorium and answering queries relating to the facility and the services we offer.
• Monitoring the crematorium email address and handling queries arising from it.
• Managing the service booking system both online and by phone, including training funeral arrangers where necessary.
• Receiving and recording all funeral paperwork into the office, either by hand or electronically.
• Inputting the paperwork onto the Epitaph system.
• Preparing all necessary documentation for services and cremations.
• Accurately capturing all music and media requirements for services.
• Liaising with the Service Attendant to be certain that all service requirements communicated with the office have been received by him/her.
• Coordinating the collection of cremated remains from the crematorium by funeral directors.
• Showing prospective users around the ceremony hall and demonstrating the services at The Hurlet Crematorium.
• Managing the crematory in a way which is consistent with compassionately and sensitively caring for the deceased before, during and after cremation.
• Maintaining the highest levels of cleanliness and tidiness.
• Managing the operation of the cremator and ancillary equipment in line with the manufacturer’s guidelines.
• Carrying out maintenance procedures in line with manufacturer’s guidelines. Monitoring of stock levels for consumables.
• Following all procedures for identification of the deceased and processing of cremated remains.

Performance in the role will be measured on the following:

1. Exceptional levels of customer service for all of our customer groups
2. Standards and Efficiency of Housekeeping
3. Being an Ambassador for The Hurlet Crematorium
4. Successful completion of the Institute of Cemetery and Crematorium Management Cremator Technician Training Scheme within a timeframe agreed with the Crematorium Manager

Exceptional levels of customer service for all of our customer groups:

• Demonstrating consistently high levels of professionalism in all interactions with funeral directors, officiants, families and visiting mourners.
• Displaying the highest level of personal presentation, wearing the uniform which you are given and not digressing from the standard set.
• Answering the phone in a courteous, caring and professional manner.
• Responding to all emails in a professional and timely manner.
• Implementing all funeral paperwork systems in an accurate, timely and confidential manner.
• Producing all documentation for services and cremations accurately and to the highest standards.
• Carrying out preservice checks of service requirements paying particular attention to addressing the needs of every family as they have been communicated, including differing religious requirements.

• Suggesting improvements to the Crematorium Manager.
• Caring for the deceased in an appropriate and respectful manner.
• Undertaking cremations in strict compliance with ICCM guidelines.
• Undertaking the safe and efficient operation of cremator equipment.
• Ensuring that at all times the environment is suitably clean, tidy and appropriate for viewing by families and any other interested parties.
• Processing cremated remains in strict compliance with ICCM guidelines.
• Ensuring that cremated remains to be removed from site are well-presented and delivered to the office in a timely manner.
• Ensuring the safe care and accurate identification of cremated remains which are to be left in the care of the crematorium.
• Demonstrating consistently high levels of professionalism in all interactions with engineers/technicians who visit the site.

Standards and Efficiency of Housekeeping:

• Having a full knowledge of all the service products we offer and the prices of each. You will be able to answer all questions relating to the facility, eg opening times, coffin sizes etc.
• Effectively signpost enquiries either inside or outside the crematorium where necessary.
• Managing the booking system accurately to avoid any risk of double booking.
• Highlighting any incomplete sets of papers to the funeral director immediately and agreeing an action plan to resolve.
• Processing all paperwork accurately and in a timely manner.
• Ensuring cremated remains held at the crematorium are released in line with current Cremation (Scotland) Regulations.
• Ensuring that the reception area is clean and tidy and implementing a clear desk policy.

• Managing stationery stocks to avoid over stocking but avoiding shortfalls. Caring for the deceased in an appropriate and respectful manner.
• Undertaking cremations in strict compliance with ICCM guidelines.
• Undertaking the safe and efficient operation of cremator equipment.
• Ensuring that at all times the environment is suitably clean, tidy and appropriate for viewing by families and any other interested parties.
• Processing cremated remains in strict compliance with ICCM guidelines.
• Ensuring that cremated remains to be removed from site are well-presented and delivered to the office in a timely manner.
• Ensuring the safe care and accurate identification of cremated remains which are to be left in the care of the crematorium.

• Demonstrating consistently high levels of professionalism in all interactions with engineers/technicians who visit the site.

• Carrying out regular checks to ensure all equipment is maintained to the highest standards and notifying the Crematorium Manager of any identified issues.
• Being compliant with the company Health & Safety policy and safe working practices within your area and highlighting any concerns to the Manager responsible for Health & Safety of the site.

Being an Ambassador for The Hurlet Crematorium:

• Having a good understanding of the Ethos of The Hurlet Crematorium and the values we hold.
• Representing the crematorium in a positive light at all times, and by doing so you help raise awareness of the service and provide consumers with a memorable face-to-face experience.
• Having an appreciation that we have 4 customer types, funeral directors, officiants, mourners and the local community, and understanding the different needs of each and altering communication styles appropriately.
• Acting in a professional way at all times and maintaining the highest levels of confidentiality.
• Being aware of and sensitive to the needs of bereaved people, and acting in a compassion way during every interaction.
• Participating in community events or activities planned by the Crematorium Manager will be expected. These dates will be notified to you in advance and time off in lieu will be agreed.
• Understanding that every family grieves differently and our personal opinions on their choices must not be shared with anyone. If any family choices impact on your mental wellbeing it is important that you discuss this confidentially with the Crematorium Manager.

To be successful in this role you will

• Have experience in an administrative function.
• Have previous experience in management.
• Demonstrate strong written skills and a pride in presenting written material of a high standard, particularly in relation to writing email responses.
• Produce work with a high degree of accuracy and demonstrate close attention to detail.
• Be confident with computers and have experience with word, excel.
• Be a good problem solver.
• Have highly developed interpersonal skills with the confidence to direct large numbers of mourners.
• Be empathetic and caring.
• Show professionalism and integrity in all your interactions.
• Take pleasure and pride in delivering excellent customer service.

• Be able to show initiative and manage your own workload.

• Hold an FCBA or ICCM qualification to operate a cremator or be willing to complete the necessary training and successfully complete the professional qualification within a timeframe agreed with the Crematorium Manager.
• Be flexible and willing to learn whatever skills are required to make our team successful.
• Have a desire to build strong working relationships with your team members.
• Have the highest levels of self-presentation.