Hours 20 hours per week, Monday to Friday with flexibility to meet business needs.
Main Purpose of the Role
To provide excellent customer service and comprehensive administrative support throughout the memorial purchasing journey. Guiding families compassionately from their initial enquiry through to the completion of their memorial, ensuring all administrative, sales, regulatory and customer care processes are completed accurately and efficiently.
The role combines retail sales, administration and customer consultation, requiring excellent organisation, empathy, attention to detail and the ability to manage multiple tasks independently.
Key Responsibilities
Customer Service & Memorial Consultation
- Welcome customers to the showroom with a warm, professional and compassionate approach.
- Respond promptly to telephone calls, emails and customer enquiries.
- Guide customers through the selection of memorials, inscriptions, materials, finishes and designs and help customers visualise memorial.
- Prepare and amend quotations.
- Advise customers regarding grave ownership, permits and cemetery regulations.
- Keep customers informed of order progress through to completion.
- Build strong relationships with both retail and wholesale customers.
Office/Sales Administration
- Produce invoices and payment requests, outstanding payments.
- Maintain accurate customer records and filing systems.
- Coordinate memorial orders from initial enquiry through to installation.
- Prepare weekly/monthly reports and receipt reconciliations.
- Liaise with Council Bereavement Services.
- Answer incoming telephone calls and take messages.
- Email correspondence.
- Order stationery and office equipment.
- Send brochures and respond to brochure requests.
Production & Supplier Liaison
- Liaise with workshop staff regarding production schedules.
- Liaise with main branch at Hull regarding stock information and orders.
- Ensure all permits, authorities and supporting documentation are completed before work commences.
- Monitor jobs from quotation through to manufacture, installation and completion.
General Duties
- Maintain confidentiality of customer information.
- Work independently while contributing positively to the team.
- Undertake training as required.
- Undertake any other duties reasonably required by the business.
Person Specification – Essential
· Excellent communication and interpersonal skills.
· Caring, empathetic and professional manner.
· Strong customer service experience.
· Good administrative, organisational skills and high attention to detail.
· Ability to manage multiple priorities.
· Competent IT skills including Microsoft Word, Excel, Outlook and internet applications.
· Ability to work independently using initiative.
· Flexible approach to working hours and duties.
· Professional telephone manner.
Desirable
- Experience within retail sales.
- Experience within office administration.
- Knowledge of memorials, bereavement services or the funeral industry (training will be provided).
Training
Full training will be provided both in-house and externally where appropriate, including:
- Memorial products and industry knowledge
- Customer consultation
- Health & Safety
- Manual handling
- Company systems and procedures
Benefits
- Company pension
- Flexitime
- Ongoing training and development
Working Environment
This is primarily an office and showroom-based role with occasional visits to the workshop. The role involves regular contact with bereaved families, requiring a consistently compassionate, patient and professional approach.
Pay: From £12.72 per hour
Benefits:
Ability to commute/relocate:
- Pontypridd CF37 4BD: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Retail sales: 1 year (preferred)
- Administrative: 2 years (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
