Business Support Officer - AR

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.