Job Title:                             Service Attendant / Relief Cremator Technician

Reports to:                         Crematorium Manager

Salary:                                Competitive with Pension and Benefits

Your job involves:  

• Pre-service preparation for music and media requirements and any special instructions from funeral director, family or officiants.
• Preparing the ceremony hall and other public areas to the highest standards of neatness and cleanliness.
• Meeting and greeting officiants and liaising to check service requirements.
• Meeting and greeting funeral directors as above.
• Caring for mourners during services, dealing with their enquiries.
• 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, including PPE, and not digressing from the standard set.
• 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.
• Meeting and greeting officiants and funeral directors, checking orders of service and music/media requirements.
• Being available to remain in the Ceremony Hall to support services when felt necessary.
• Managing mourners politely and safely, and always with a smile.
• Demonstrating problem-solving and mediation skills to cope with conflict, stress and crisis situations.
• Demonstrating a strong customer-service ethos.
• Helping ensure that services are delivered on and to time.
• Overseeing the display of floral tributes during the day.
• 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.

Being an Ambassador for The Hurlet Crematorium:

• Cleaning the Ceremony Hall, waiting room and toilets thoroughly at the beginning or end of each day, restocking toilets where necessary.
• Preparing the Ceremony Hall and waiting room for each new service ensuring high levels of cleanliness, ensuring all equipment is in working order and heating/AC is at an appropriate level and hymn books are neatly stowed.
• Checking the toilets stocks are at required levels between services.
• Carrying out regular checks to ensure all equipment is maintained to the highest standards and notifying the Crematorium Manager of any identified issues.
• Working with funeral directors to deliver a high-quality service that starts promptly and runs to time.
• Be compliant with the company Health & Safety policy and safe working practices within your area and highlighting any concerns to the Assistant Manager responsible for Health & Safety of the site.
• Be particularly mindful of the safety of mourners when large numbers attend the service.
• Checking the coffin plate on arrival of the cortège accurately but in a manner which will not draw the attention of mourners.
• Actioning any identification discrepancies in line with company policy in a subtle manner so as not to cause any concern for the family.
• Completing the training programme offered by the cremator manufacturer following installation.
• Operating the cremator and ancillary equipment in line with manufacturer’s guidelines.
• Keeping records in a neat, secure, and easily accessible way to comply with the Cremation (Scotland) Regulations 2019 and the Pollution Prevention and Control (Scotland) Regulations 2012.

To be successful in this role you will:

• Have highly developed interpersonal skills.The confidence to direct and organise large numbers of mourners.
• 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.
• Have basic literacy and numeracy skills.
• Demonstrate great attention to detail.
• Have practical skills and be a good problem solver.
• Be able to show initiative and manage your own workload.
• Be empathetic and caring.
• Show professionalism and integrity in all your interactions.
• Take pleasure and pride in delivering excellent customer service.
• 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.
• Show professionalism and integrity in all your interactions.
• Take pleasure and pride in delivering excellent customer service.
• Be flexible and willing to learn whatever skills are required to make our team successful.
• Have the highest levels of self-presentation.