Department: Funerals

Reporting to: Assistant Manager

Responsible for: Funeral Team

If you’d like to apply for this role please complete the application form below.

Key Role Outputs:

Compassionate Client Service

• Support grieving families with empathy and professionalism, whilst maintaining confidentiality.
• Provide clear guidance about funeral arrangements, legal requirements and available options, whilst managing expectations.
• Ensure families feel supported through the entire process.
• Assist with pre-arranged funeral plans for future funeral services.

Efficient Funeral Planning

• Oversee the logistical aspects of the funeral, from coordinating funeral services and transportation to arranging the setting up of memorial services.
• Utilise the Coles Operations Manual to support the funeral process, handling of the deceased, and customer service.
• Oversee the collaboration with other company departments and the coordination of deceased management.

Compliance & Regulation

• Adhere to all regulation, legislation and legal practices governing funeral services.
• Monitor industry regulations for updates and changes that may impact the services offered.

Business & Staff Management

• Oversee company premises operations including scheduling and staff coordination.
• Provide leadership to funeral staff, ensuring high quality service.

Community Representation

• Always act as a compassionate representative for Coles.
• Maintain strong relationships with community organisations, clergy/celebrants and service providers.

Essential Job Functions:

Customer Service and Communication:

• Provide compassionate, respectful communication with clients, understanding their needs, and maintaining confidentiality.
• Listen to family members’ wishes and offering suggestions based on their cultural and religious preferences.

Scheduling and Logistics:

• Organise the details of funeral and memorial services.
• Oversee the management of timelines and ensuring everything is prepared according to schedule.
• Participate in the on-call rota and telephone cover rota as required.

Financial Management:

• Prepare and manage estimates and payment processes for services rendered.
• Ensure that all financial aspects of the funeral are handled smoothly, including invoicing and debt management.
• Ensure client is fully aware of financial options available to them.

Staff Supervision:

• Supervise funeral staff and ensuring smooth coordination on the day of the funeral.
• Ensure all staff members are properly trained in the Coles Operations Manual, funeral process, handling of the deceased, and customer service.

Crisis Management:

• Handle situations with care and professionalism, often during emotionally charged times, ensuring families’ wishes are respected and carried out with dignity.
• Clear understanding of complaint handling and escalation process.

Essential requirements for the role:

• Experience within a leadership position.
• Immaculate personal presentation and hygiene.
• Excellent communication, IT and interpersonal skills to interact with families.
• Positive, respectful and approachable attitude.
• Full discretion required due to the confidential and sensitive nature of the business.
• Knowledge of legal, regulatory, and financial processes related to funeral services.
• Organisational skills to manage multiple tasks and ensure timely completion.
• Empathy and sensitivity to the emotional needs of clients.
• Provide administration cover at all company locations.
• Able to work flexibly, including evenings, weekends, and on-call shifts.

Required of all Coles Employees:

• To be an ambassador for the Coles Brand, promoting the good work that Coles does within the community.
• Sustain a good working relationship with key partners.
• Participate in events, such as charity fundraising, community grief support groups, community events etc. as part of the Coles team.
• Full discretion always, due to the confidential and sensitive nature of the business.
• Participate in other duties that the supervising manager deems necessary to meet the needs of the business.