Description DIRECTORATE: Business, Growth & Community CLASSIFICATION: Grade F SALARY: $79,941 to $92,731 pa 11.5% employer contribution to superannuation REPORTING TO: Team Leader Cemeteries and Crematorium EMPLOYMENT TYPE: Permanent Full Time THE POSITION: The Cemetery and Crematoria Customer Service Coordinator is responsible for the provision of customer service to a high standard for internal and external customers of the Glenmorus Memorial Gardens and Crematorium (GMGC) operation. This is a hands-on role, and you will also be expected to support the team and contribute to achieving financial targets. Responsibilities KEY RESPONSIBILITIES: Sell At-Need and Pre-Need burial, cremation products, and services, meeting sales targets and compliance standards, including arranging appointments, identifying client needs, explaining costs, and processing payments and contracts. Manage sales, ordering, and installation of plaques and memorials, ensuring compliance with regulations and quality standards. Operate cremation equipment and supervise team members to ensure regulatory compliance and manage interments and funeral bookings in accordance with council and NSW standards. Participate in daily tasks such as burial, cremation, and administrative duties, ensuring cleanliness and providing empathetic assistance to families. Supervise customer service and administration teams, including task delegation, financial reconciliations, training, and maintaining high presentation standards in customer areas. Develop and manage sales budgets, prepare activity reports, and provide statistical analysis and forecasts for review. Build and maintain professional relationships with clients, funeral directors, memorial suppliers, and other industry stakeholders, sharing best practices and collaborating on industry insights. Complete internal risk audits and ensure compliance with AlburyCity’s standards and reporting requirements. Perform other tasks or duties as directed by the Supervisor which are within the limits of the employee's skill, competence and training. Observe requirements of the WHS Legislation, relevant to the job and adhere to AlburyCity Policies and Procedures regarding WHS. Observe appropriate AlburyCity Policies and Procedures regarding day-to-day operations including Equal Employment Opportunity policies, AlburyCity's Dress Code and Standards Policy and AlburyCity's Code of Conduct. Qualifications KEY RELATIONSHIPS: Internal Our People External Funeral directors Monumental Masons Industry suppliers Visitors Client families Public stakeholders EMPLOYMENT CONDITIONS: Based on a 35 hour week, with actual days and times being Monday to Friday, 8:30m to 5:00pm, with an RDO in accordance with AlburyCity’s RDO guidelines This position requires you to wear a compulsory uniform as per AlburyCity’s Our People Dress Code Standards. Our People are required to present a smart and professional image to the public at all times including when in public and when working remotely. This position involves working in a predominantly indoor environment and using a computer is considered a core component of the role. There may be occasional visits to other work locations. The position requires an average level of aerobic and physical fitness to undertake occasional physical activities, including manual handling tasks as part of a normal working environment. A medical declaration will be required to be completed prior to commencement. This position will be provided with vaccination against the following infectious diseases: Hepatitis A Hepatitis B This position requires evidence of a current Australian National Police Check. This position is delegated with certain powers, authorities, duties and functions of Council under the AlburyCity Delegations of Authority in accordance with section 378 of the Local Government Act. This position is subject to alcohol and other drug testing This position is located at Glenmorus Memorial Gardens, 54 Glenmorus Street, Glenroy with occasional visits to external sites/depots and AlburyCity Administration Building as required. ESSENTIAL CRITERIA: Certificate IV in Office Administration or relevant qualification or equivalent relevant work experience Class C (standard) Drivers Licence (compulsory to have and maintain) DESIRABLE CRITERIA: An understanding of the funeral service industry and its operations, or ability to rapidly acquire industry knowledge Potential background in retail, hospitality, funeral industry and or community services. EXPERIENCE: Experience in a Cemeteries and Crematoria environment Experience in a service driven organisation or ability to learn the functions of the job Experience in a customer focused service-driven environment, including staff supervision. Previous sales experience in a service driven organisation working towards KPI's and targets Ability to maintain confidentiality and discretion SPECIALIST KNOWLEDGE AND SKILLS: Microsoft software packages including Word, PowerPoint, Outlook and Publisher Filing/Electronic Document Management Management/Supervision of people Interpersonal and Stakeholder management Strong attention to details and the ability and willingness to follow direction Sensitivity, along with a comfort to circumstances involving grieving people, and their values and beliefs Sound knowledge of: Cemetery and Crematorium operations Customer Service Public relations Marketing and Sales Internet and web-based programs