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Funeral Team Member

Helping manage funeral arrangements.
Funeral team members are the first point of contact for the business so must create a good first impression, put clients at ease, take information, answer questions or find answers, building good client relationships and confidence while upholding the image of the business. Funeral team members make a positive difference to their clients at a challenging, emotional time and contact with the deceased is a key aspect of any role within this industry. Working with people, feeling passionate about supporting and assisting clients is a rewarding and worthwhile job that provides excellent career opportunities. Funeral team members will specialise in one of two roles. A Funeral Arranger – Supports the funeral director by arranging funerals and pre-payment plans, handling customer enquiries, sales and after care either on or off site. Administration and payment reconciliation is a part of this job role. A Funeral Operative – Plays an active role in assisting the funeral director on funerals, cleaning and driving a variety of vehicles, bringing the deceased into care, preparing the deceased and coffins and supporting client visits. Operatives will participate in an out-of-hours service. Candidates will cover these areas on their course: Behaviours. The Funeral Team Member will: Confidently interact with clients adapting to the needs of the individual during the grieving process. Communicate politely at all times. Show respect when communicating with all clients and third parties Communicate clearly and with empathy at all times Professionally and calmly, work with clients to resolve concerns, complaints and use compliments effectively in the funeral business The Funeral Team Member will be able to: Operate within the business values when dealing with clients and team members in all daily activities Support team members to ensure that the services provided are of a high quality, delivered on time and as required Use clear, relevant and empathetic communication to establish clients’ needs and satisfy their requirements. Deliver excellent service during all interactions, including phone, face-to-face, electronic and postal communications The Funeral Team Member will understand: How to communicate with clients during the various stages of the grieving process. Specific client communication needs, for example, dementia, language, cultural diversity How to obtain and handle client feedback both positive and negative, the information required from clients to resolve an issue and when to ask for help