Customer Service Advisor (Epping) - GreenAcres Group

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Customer Service Advisor (Epping)

  • Job Role: Customer Service Advisor
  • Hours per week: 21.5 hours per week, (3 days). Required to work every Saturday, plus 2 days during the week.
  • Location: GreenAcres Epping Forest, Kiln Road, North Weald, Epping, Esses, CM16 6AD
  • Salary: Pro-rata salary, plus performance incentives.
  • Role Type: Permanent.
  • Driving License:  Full (manual) Licence Required
  • Closing Date: This vacancy will close when a suitable candidate is found.

About Us:

GreenAcres is the largest privately owned mid-sized provider of bereavement services in the UK. We offer a sustainable alternative to traditional cemeteries through our beautiful woodland and traditional memorial parks. We operate six sites across the UK, including a single-site multi-brand strategy at one of our operations.

GreenAcres provides a unique end-of-life experience for bereaved families, with a focus on preserving and enhancing the natural beauty of these serene locations, we provide families with a distinctive and often eco-friendly way to memorialise their loved ones. Providing a personalised service in a unique and caring environment for all our families and we are looking for exceptional people to join our team.

Position Overview:

As a Customer Services Advisor, you will need to deliver the highest standard of client support, engaging with our families, Funeral Directors and Arrangers, making them feel welcomed, with your compassion and care.

The ideal candidate will be empathetic and sensitive, with a genuine enthusiasm to help our families. Understanding the client’s needs and requirements at a challenging time and exceeding their expectations. Maintaining professionalism continuously and adhering to service boundaries with all our clients.

As a Customer Service Advisor, you will be required to perform administrative duties, including inputting key information into our internal computer systems. Diligence is key to this role. The Customer Service Advisor will also help grow the revenue at the park which includes meeting sales targets.

Key Responsibilities:

1.   CUSTOMER SERVICE

  • Responsible for delivering the highest standard of professional customer service.
  • Customers are greeted and acknowledged in a warm and friendly manner and all questions are answered accurately.
  • Ensure a consistent high standard of guidance and care, linked to our “Client Service Promise” which makes the brand experience memorable and compliments the WOW factor of the park.
  • All customer concerns, complaints and compliments are managed in a timely and compassionate manner.

2.   SERVICE DELIVERY

  • To liaise with our families, visitors, funeral directors and celebrants to deliver our brand experience.
  • Ensure our “Service Promise” is delivered to all customers/suppliers and other stakeholders.
  • Assist with hospitality as required at services by serving tea, coffee and helping to organise any catering arrangements.
  • Ensure our WOW (Way of Working) is followed in relation to all park activities and facilities.
  • Consult with the grounds team to ensure ashes plots/ burial plots are prepared and checked prior to the arrival of families.
  • Meet family and celebrant if attending to ensure all agreed arrangements are adhered to.
  • Deputise for the DPM or PM in their absence to ensure full delivery of our services to WOW standards.
  • Transportation to the local crematoria as required.

3.   SALES CARE

  • Achieve sales targets through effective solving of customers’ burial/cremation and memorial needs.
  • Personally, and working as a team, ensure customers are aware of all the “options” and deliver what is most appropriate.
  • Support the continuous development of new products and services for the park.
  • Assist in making park events a success and put forward ideas to the Deputy & Park Manager.
  • Ensure all decision-maker forms are completed at the point of sale.
  • Work as a team to deliver and maintain an effective aftercare program.

4.   SALES AND MARKETING

  • Achieve sales targets through effective provision for customer’s needs.
  • Contribute towards the delivery of effective customer events.
  • Input into the continuous development of new products and services for the site.
  • Maintain an effective aftercare programme.
  • Follow up on leads and sales opportunities.

5.   FINANCE AND ADMINISTRATION

  • Ensure all bookings and recording of all requirements for each service at the park and crematorium are accurate.
  • Ensure all admin, financial and control processes associated with the services of the park are followed.
  • Ensure accurate processing of financial information to head office.
  • Raise POs as required for park stationery and other stock requirements.

6.   HEALTH, SAFETY AND SECURITY

  • Ensure awareness of the evacuation & security procedures and alert senior managers to risks/problems.
  • Follow the OSH requirements in place at the Park.
  • If required take responsibility for first aid and follow the correct H&S procedures to ensure safety.
  • Ensure gates and all buildings are opened, closed and secured as and when needed.

Qualifications:

  • Excellent interpersonal and communication skills.
  • Driven to provide exceptional customer service, with at least 2-3 years of customer service experience.
  • A passion for supporting our families and community, always showing empathy and respect.
  • Computer literate/data entry – (training will be provided on our internal systems).
  • A full (Manual) Driving Licence is required.

Benefits include:

  • Opportunity to make a meaningful impact in the bereavement services sector while promoting sustainability.
  • Supportive work environment and opportunities for professional growth.
  • Exceptional holiday entitlement 20 days (pro rata) based on working a 3-day week, inclusive of bank holidays (FTE 33 days inclusive of bank holidays)
  • Enhanced Pension 6% Employer & 3% Employee
  • Life Assurance
  • Employee Assistance Programme
  • Employee Healthcare Plan
  • Company Sick Pay
  • Bicycle to Work Scheme
  • Free parking on-site
  • Annual Flu Jab Voucher
  • Me day, a day off for your Birthday

Application Process:

Interested candidates who meet the qualifications for this position are invited to submit their CV and a cover letter detailing their relevant experience and why they are suitable candidates for this role.

Please send your application to [email protected] or submit your application via the applicable job portal.

Shortlisted candidates will thereafter be invited to a screening interview with Human Resources.

Successful candidates will thereafter be invited to an interview with the management team at Epping.

However, due to the high number of applications expected, should you not hear from the team within two weeks of your application you have unfortunately been unsuccessful.

Additional Criteria:

  • Eligibility to work in the UK.
  • Live within proximity of the park (Epping).
  • GreenAcres is an equal-opportunity employer and is committed to creating an inclusive environment for all employees. We encourage individuals from diverse backgrounds to apply.
  • GreenAcres appoint on merit. If you require any reasonable adjustment or other assistance to participate in the recruitment process, please contact [email protected]

*Note: This job description is intended to provide a general overview of the position and does not encompass all the responsibilities and duties associated with the role. Additional tasks may be assigned as needed. *

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