About the Company:
At Anima Care, our vision is simple. We want to be the trusted, independent leader in pet cremation, setting the standard for dignified, compassionate aftercare.
About the role:
We are currently recruiting for an Aftercare Advisor to work at our Silvermere Haven Pet Crematorium & Cemetery in Cobham, Surrey.
As an Aftercare Advisor, your role is to assist clients and veterinary practices to ensure all clients wishes are fully understood and accurately delivered. You will support the pet’s entire journey, from arrival at the site through to their safe and respectful return.
You will take a proactive and detail-driven approach, consistently striving to deliver a best-in-class service across all aspects of the offer, ensuring exceptional standards are met every day. Accurate recording of all relevant information in the correct systems and formats is essential to support operational compliance, maintain safety standards, and ensure the crematorium continues to operate efficiently and effectively.
Key Responsibilities:
Answer incoming telephone calls promptly and professionally.
Work closely and effectively with veterinary practices to support client needs.
Deliver empathic, respectful, and compassionate interactions with clients and veterinary partners at all times.
Complete accurate data entry using Microsoft Office, Sage, Quick Consign, and in‑house systems.
Prepare invoices and process payments, including handling client payments received via telephone.
Manage email communications with clients, veterinary practices, and internal teams.
Make outbound calls to obtain client wishes and/or request payment, where required.
Work collaboratively as part of a team, demonstrating strong communication and cooperation skills.
Provide training support and assist in other areas of the site as required.
Take ownership of each client’s pet’s journey, ensuring a smooth and respectful experience throughout.
Offer the full range of services to every client.
Personalise the pet's cremation based on what information you have from the client. Eg. A request to play a piece of music whilst the cremation takes place.
Manage Stage 1 complaints where possible, working towards timely and effective resolution.
Approach challenges positively, showing determination and accountability to resolve issues.
Complete and maintain the Blue Cross Bereavement Training as required.
Carry out general office and housekeeping duties as needed to support the wider operation.
In addition to the above duties, the successful candidate for this role would be expected to undertake some accounting duties which will include:-
Daily Bank reconciliation, Allocation and posting payments, Invoicing/Credit Notes, Credit Control, Debtor Enquiries, weekly reconciliations/invoicing/debtor statements/weekly sales figures along with month end duties.
Experience:
Essential:-
Proven client care experience
Experience working within a role where high empathy, dignity and respect have been used
PC skills
Basic accounting skills/knowledge
Desirable:-
Funeral industry experience (Human or Pet) would be an advantage
Veterinary industry experience
Sage200
Equal Opportunity Statement
Anima Care is an equal opportunities employer. We are committed to creating an inclusive workplace that reflects the communities we serve.
Pay: From £12.71 per hour
Benefits:
- Company pension
- On-site parking
Work Location: In person
