Job Purpose
To support the effective and respectful running of the Crematorium Chapel, ensuring that services are conducted smoothly, on time, and in accordance with the wishes of bereaved families, relevant regulations, and the Cremation Code of Practice.
The postholder will work closely with funeral directors, celebrants, ministers, contractors, colleagues, and members of the public, providing a high standard of care, sensitivity, and professionalism at all times. The role will also provide administrative support to the Bereavement Services Team, including accurate record keeping, processing of cremation and burial documentation, and general support to the busy crematorium office.
A high degree of empathy, discretion, organisation, and attention to detail is essential.
- Liaise with funeral directors, celebrants, ministers, colleagues, contractors, and members of the public to ensure cremation services are received and conducted correctly and in accordance with the Cremation Code of Practice.
- Monitor chapel services and provide assistance to funeral directors, ministers, and celebrants as required.
- Ensure services run smoothly, respectfully, and on time, responding appropriately to any issues that arise.
- Prepare and maintain the Chapel, Waiting Room, and Flower Terrace before and between services.
- Carry out general cleaning and tidying between services, maintaining a high standard of cleanliness and presentation.
- Provide administrative support for cremation and burial processes, including accurately processing paperwork, entering data, merging documents, and retaining records in accordance with relevant regulations.
- Ensure all necessary documentation is received, completed correctly, and retained in accordance with statutory and regulatory requirements.
- Liaise with Funeral Directors and Stonemasons to obtain and process required documentation.
- Deal sensitively, professionally, and compassionately with bereaved families and members of the public in person, over the telephone, and during chapel services.
- Ensure agreed procedures, statutory requirements, and the Cremation Code of Practice are followed consistently.
- Support the collection, identification, processing, storage, and final disposal of cremated remains, including scattering or burial where required.
- Assist with the removal of flowers and general tidying and maintenance of the Gardens of Remembrance.
- Maintain accurate computerised and manual records and ensure information is handled securely and confidentially.
- Contribute to the continuous improvement and modernisation of Bereavement Services by assisting with projects and work streams.
- Participate proactively in team meetings and contribute ideas, improvements, and best practice.
- Maintain up-to-date knowledge of good practice in cremation and burial services, including relevant developments, ideas, and trends.
- Follow all Health and Safety requirements relevant to the role, including safe working practices, manual handling, and emergency procedures.
- Respond appropriately and calmly to unexpected situations or problems during services, using initiative to resolve issues where possible.
- Work effectively both independently and as part of a team, managing competing priorities to meet service requirements.
- Undertake other appropriate duties as requested by the Bereavement Services Manager.
- Excellent communication skills with a tactful, diplomatic, and compassionate approach.
- Ability to deal sensitively and professionally with distressed or vulnerable members of the public.
- Experience of using computerised and manual record-keeping systems.
- Good IT skills and confidence in accurately entering and maintaining information on departmental systems.
- Strong organisational skills and excellent attention to detail.
- Ability to comprehend and follow detailed instructions, procedures, and statutory requirements.
- Ability to make effective decisions quickly and use initiative to resolve problems appropriately.
- Proven ability to manage competing priorities and achieve work targets.
- Ability to work independently and effectively as part of a team.
- Flexible, self-motivated, and reliable approach to work.
- Willingness and ability to work flexibly, including evenings and weekends when required.
- Ability to undertake manual handling duties, including assisting with the movement of coffins and lifting heavy weights.
- Commitment to maintaining confidentiality, dignity, and respect when dealing with bereaved families.
- Full UK Driving Licence.
- GCSEs at Grade C or above, including English Language and Maths, or relevant equivalent experience.
- Previous experience within bereavement services, crematoriums, cemeteries, funeral services, or a similar customer-facing environment.
- Experience working with regulatory or statutory documentation.
- Experience of working in an environment where accuracy, confidentiality, and sensitivity are essential.
- Regular interaction with bereaved families, members of the public, funeral directors, celebrants, ministers, contractors, and other stakeholders.
- Responsibility for supporting services involving large numbers of people.
- Regular manual handling, including assisting with the movement of large coffins and heavy items.
- Some outdoor working, including duties within the Gardens of Remembrance and Flower Terrace.
- Requirement to wear smart, professional clothing.
- Ability to work flexibly during evenings and weekends when required.
- Work must be carried out with a high level of sensitivity, professionalism, dignity, and discretion.
The postholder will be expected to:
- Ensure cremation and chapel services are delivered smoothly, respectfully, and in accordance with family wishes.
- Maintain accurate records and documentation in line with regulatory requirements.
- Provide compassionate, professional, and respectful customer service at all times.
- Maintain high standards of cleanliness and presentation across the Chapel, Waiting Room, Flower Terrace, and associated areas.
- Work safely and comply with all relevant Health and Safety requirements.
- Demonstrate sound judgement and initiative when dealing with unexpected situations.
- Maintain confidentiality and handle sensitive information appropriately.
- Contribute positively to the Bereavement Services Team and support continuous improvement.
- Maintain a professional and respectful approach when working with bereaved families, colleagues, funeral directors, and other stakeholders.
35 Hours Per Week
Bi-Weekly Payment Schedule
Location - Swindon
