Customer Service Advisor / Engagement Assistant (Full-time)

• Job Role: Customer Service Advisor / Engagement Assistant (Full\- Time)


• Working Pattern: Two days per week working from home, supporting the Engagement Team with consumer enquiries, lead management and engagement activities, and three days per week based at GreenAcres, Rainford Park. Please note, this role requires working every Saturday at GreenAcres, Rainford Park as a permanent part of the contracted working pattern. (During the initial training period, you may be required to work at the Park five days per week).


• Salary: £25,517\.00 per annum \- based on a 37\.5 hour working week


• Location:· GreenAcres Rainford, Blindfoot Road, Rainford, St Helens, Merseyside WA11 7HX, with hybrid working from home two days per week.


• Role Type: Permanent.


• Driving License: Full (manual) Licence Required


• Closing Date: This vacancy will close when a suitable candidate is found.

Greenacres do things differently. We recognise that death is part of life. And, as proud custodians of six Living Memorial Parks, we create beautiful, natural spaces in British woodlands and landscapes that help people come to terms with death and gain support to live well after loss.

We believe that people want more choice and assistance in speaking about death and dying. We aim to be a driving force for this change by enhancing both our consumer and customer experience at each of our Parks.

Position Overview:

This varied role combines face to face support at GreenAcres Rainford Park with remote consumer engagement support as part of the Engagement Team.

Within the Park based aspect of the role, you will provide the highest standard of support to families, Funeral Directors, celebrants and visitors, ensuring every interaction is handled with compassion, professionalism and care. You will support the delivery of services at the Park, assist with administration and contribute towards sales and aftercare activities.

As part of the Engagement Team, you will work remotely one day per week supporting potential and existing consumers through their bereavement journey. This includes responding to enquiries, nurturing leads through telephone, email and digital communication, updating CRM systems and supporting engagement initiatives alongside Park and Marketing teams.

The successful candidate will be compassionate, organised and confident communicating with people during highly emotional and sensitive periods in their lives. They will be passionate about delivering exceptional experiences whilst providing reassurance, support and professionalism to families and consumers throughout their journey.

Key Responsibilities:

This hybrid role combines face to face service delivery at the Park with remote consumer engagement responsibilities, requiring a compassionate, organised and adaptable individual who can confidently support families both in person and through digital communication channels.

CUSTOMER SERVICE AND SERVICE DELIVERY

· Deliver the highest standard of professional and compassionate customer service to families, visitors, Funeral Directors and celebrants.
· Provide reassurance and support to families during highly emotional and sensitive periods, ensuring every interaction is handled with empathy, dignity and respect.
· Greet customers warmly and ensure all enquiries are managed accurately, professionally and sensitively.
· Ensure consistent delivery of our “Client Service Promise” and GreenAcres “Way of Working”.
· Liaise with families, celebrants, Funeral Directors and suppliers to coordinate services and ensure all arrangements are delivered to a high standard.
· Assist with hospitality requirements during services, including refreshments and catering arrangements.
· Consult with grounds teams to ensure burial and ashes plots are prepared appropriately prior to family arrival.
· Support the smooth running of Park operations and deputise for the Deputy Park Manager or Park Manager where required.
· Transport documentation or materials to local crematoria where necessary.

CUSTOMER ENGAGEMENT AND CONSUMER SUPPORT

· Provide compassionate support to consumers throughout their bereavement journey through telephone, email and digital communication.
· Manage and respond to digital leads, ensuring consumers receive timely, professional and personalised communication.
· Support consumers through conversations relating to bereavement, memorialisation and future planning with care, empathy and understanding.
· Nurture leads through the consumer journey, supporting them through to face to face appointments with Park teams.
· Work collaboratively with Marketing, Engagement and Park teams to support consumer engagement initiatives and brand awareness activities.
· Support responses and engagement across digital and social media platforms where required.
· Maintain accurate records of all customer interactions within CRM systems and internal databases.
· Ensure consumers feel supported, informed and guided throughout their decision making journey.

SALES CARE AND AFTERCARE

· Achieve sales and conversion targets through understanding and supporting customer needs with sensitivity and professionalism.
· Ensure customers are aware of all available memorial, burial and cremation options in a supportive and non\-pressurised manner.
· Support the continuous development and promotion of new products and services across the Park and Engagement teams.
· Deliver and maintain an effective aftercare programme, identifying opportunities to further support families following services.
· Ensure all customer concerns, complaints and compliments are managed compassionately, professionally and efficiently.

FINANCE AND ADMINISTRATION

· Ensure all bookings, appointments and service requirements are accurately recorded and communicated appropriately.
· Maintain accurate administration and financial processes in line with company procedures.
· Process information accurately onto internal systems and CRM platforms with a high level of attention to detail.
· Raise purchase orders and assist with stock and stationery requirements where necessary.
· Ensure accurate processing of financial information to Head Office.

HEALTH, SAFETY AND SECURITY

· Follow all Health \& Safety procedures and ensure awareness of evacuation and security processes.
· Ensure buildings and gates are opened, secured and maintained appropriately.
· Take responsibility for first aid duties if required and follow all safe working practices.

Qualifications:

\- Excellent interpersonal and communication skills.

\- Driven to providing exceptional customer service, with at least 2\-3 years of customer service experience.

\- A passion for supporting our families and community, always showing empathy and respect.

\- Computer literate/data entry – (training will be provided on our internal systems).

\- Full (Manual) Driving Licence required.

Benefits include:

·Opportunity to make a meaningful impact within the bereavement sector, supporting families through some of the most important and emotional moments in their lives whilst promoting sustainability and GreenAcres’ natural approach to memorialisation.

· Supportive work environment and opportunities for professional growth.

· Exceptional holiday entitlement \- 33 days inclusive of bank holidays

· Enhanced Pension 6% Employer \& 3% Employee

· Life Assurance

· Employee Assistance Programme

· Employee Healthcare Plan

· Company Sick Pay

· Bicycle to Work Scheme / Home and Tech Scheme and discounts at retailers

· Free parking on site

· Annual Flu Jab Voucher

· Me day, a day off for your Birthday

· Discounts at retailers

· Home and Tech Scheme

Application Process:

Interested candidates who meet the qualifications for this position are invited to submit their CV and a cover letter detailing their relevant experience and why they are a suitable candidate for this role.

Please send your application to HR@greenacresgroup.co.uk or submit your application via the applicable job portal.

Shortlisted candidates will thereafter be invited to a screening interview with Human Resources.

Successful candidates will thereafter be invited to an interview with the management team at Rainford.

However, due to the high number of applications expected, should you not hear from the team within two weeks of your application you have unfortunately been unsuccessful.

Additional Criteria:

· Eligibility to work in the UK.

· Live within proximity of the park (Epping).

· GreenAcres is an equal opportunity employer and is committed to creating an inclusive environment for all employees. We encourage individuals from diverse backgrounds to apply.

· GreenAcres appoints on merit. If you require any reasonable adjustment or other assistance to participate in the recruitment process, please contact HR@greenacresgroup.co.uk

\*Note: This job description is intended to provide a general overview of the position and does not encompass all the responsibilities and duties associated with the role. Additional tasks may be assigned as needed. \*

Pay: £25,517\.00 per year

Benefits:

• Company events


• Company pension


• Cycle to work scheme


• Employee discount


• Free parking


• Health \& wellbeing programme


• Life insurance


• On\-site parking


• Sick pay


• Store discount

Application question(s):

• Please note that this role may require you to undertake a temporary secondment at one of our other parks during your employment, to help you gain a broader understanding of how the business operates and to build relationships with colleagues across our parks. Accommodation and travel expenses would be fully covered.

Our parks are located in:

Epping Park \- Essex
Chiltern Park \- Beaconsfield
Heatherley Park \- Hampshire
Rainford Park \- St Helens
Kemnal Park \- Chislehurst
Colney Park \- Norwich

Are you happy to undertake temporary seco

This listing is from indeed. View original listing ↗