Role Purpose
The Manchester Crematorium Ltd is seeking an exceptional Office supervisor, responsible for the efficient management of the crematorium's administrative and office functions. Ensuring the smooth delivery of services that support bereaved families, funeral directors, and operational teams. The role oversees all administrative processes, customer enquiries, financial administration, statutory record keeping, and office staff. Ensuring services are delivered with professionalism, compassion, accuracy, and confidentiality.
The Office Supervisor plays a key role in maintaining compliance with statutory requirements while providing excellent customer service and supporting the wider operational management of the crematorium.
Key Responsibilities
Office Management
- Manage the day-to-day operation of the crematorium office.
- Supervise and support administrative staff, ensuring workloads are managed effectively.
- Develop and maintain efficient office systems, procedures, and administrative processes.
- Ensure reception services provide a professional, welcoming, and compassionate experience for visitors.
- Maintain office supplies, equipment, and service contracts in conjunction with The Head of Operations.
Customer Service
- Act as the first point of contact for funeral directors, families, memorial clients, and visitors.
- Provide accurate information regarding cremation services, memorial options, and procedures.
- Handle sensitive enquiries with empathy, professionalism, and discretion.
- Resolve customer concerns and complaints promptly and effectively.
- Maintain excellent relationships with funeral directors, clergy, celebrants, and other stakeholders.
Crematorium Administration
- Coordinate and schedule cremation services in consultation with funeral directors and operational staff.
- Ensure all statutory documentation is complete, accurate, and received within required timescales.
- Maintain cremation registers and official records in accordance with legislation.
- Prepare service schedules and operational documentation.
- Process memorial applications and maintain memorial records.
- Ensure all documentation is securely stored in line with GDPR and company policies.
Financial Administration
- Assist with raising invoices and process payments for cremation and memorial services.
- Manage daily banking, cash handling, and reconciliation processes.
- Maintain financial records and support month-end reporting, with the assistance of the accountant.
- Monitor outstanding accounts and liaise with finance where required.
Compliance and Governance
- Ensure compliance with cremation regulations, GDPR, Health & Safety legislation, and company policies.
- Maintain confidential records and ensure data security.
- Support internal audits and inspections.
- Monitor document retention and statutory record-keeping requirements.
Team Leadership
- Supervise office administrators and memorial staff.
- Provide induction, training, and ongoing development for office employees.
- Manage rotas, annual leave, and workload allocation for the administrative staff.
- Conduct performance reviews and support employee development.
- Foster a positive, supportive, and customer-focused working environment.
Communication and Coordination
- Liaise daily with crematorium technicians, grounds staff, management, funeral directors, and external agencies.
- Coordinate diary management for chapel bookings and memorial services.
- Ensure effective communication between operational and administrative teams in conjunction with The Head of Operations.
- Prepare reports, correspondence, and management information as required.
Health & Safety
- Promote safe working practices within the office environment.
- Ensure compliance with Health & Safety procedures.
- Report incidents and support risk assessments where appropriate.
- Maintain business continuity procedures for office operations.
Person Specification
Qualifications
- GCSEs (or equivalent), including English and Mathematics.
- Business Administration qualification or equivalent experience.
- Management qualification (ILM/CMI) desirable but not essential.
Experience
- Experience managing an office or administrative function.
- Experience supervising administrative staff.
- Strong customer service experience.
- Financial administration and invoicing experience.
- Experience maintaining confidential records.
- Experience working with databases and office management systems.
Experience within the bereavement, funeral, cemetery, healthcare, local government, or regulated service sectors is desirable but not essential.
Knowledge
- Office administration and business processes.
- Customer service best practice.
- Financial administration.
- Microsoft Office applications.
- GDPR and confidentiality requirements.
- Health & Safety legislation.
Knowledge of cremation legislation and statutory documentation is desirable but not essential; training will be provided where required.
Skills
- Excellent organisational skills.
- Outstanding communication and interpersonal abilities.
- High level of accuracy and attention to detail.
- Strong leadership and people management skills.
- Ability to prioritise competing workloads.
- Problem-solving and decision-making.
- Excellent IT skills.
- Financial administration and record management.
- Ability to handle sensitive situations with empathy and professionalism.
Personal Attributes
- Compassionate and respectful.
- Calm under pressure.
- Professional and approachable.
- Highly organised.
- Trustworthy.
- Flexible and adaptable.
- Positive team player.
- Committed to delivering excellent customer service.
How to Apply
Please send your application and covering letter by email to [email protected]
Pay: £33,000.00-£35,000.00 per year
Benefits:
- Bereavement leave
- Company pension
- On-site parking
Work Location: In person
