Office Manager direct reports: NA relationships:

Transcription

1 ROLE PROFILE title: Administration Officer current: November, 2014 location: Illawarra region reports To: about us Office Manager direct reports: NA relationships: staff ; customers; suppliers; regulators; industry H. Parsons is a long standing family owned funeral service provider to the Illawarra originating in With locations in Bulli, Wollongong, Dapto and Warilla; the Parsons brand is committed to serving the community with integrity, honesty and compassion. This service extends through their brand portfolio of Wollongong City Funerals, Stan Crapp and Rankins in Kiama and Warrawong. our values As a business, we pride ourselves on the way we serve the community and each other. Our values guide us in making sure the wellbeing of our business is our priority, so that we can do our best by each other and by our customers. Reputation - pride in our service and history Cohesive - together we care Honest - we do what is right Fun - we enjoy what we do

2 role purpose The primary role purpose as Administration Officer is to assist the Office Manager in the effective management and coordination of the Parsons offices. This is achieved by ensuring that all office systems and processes are performed to the required standards to contribute toward a funeral service which is delivered professionally and respectfully; to the customers requirements and role modelling the organisation values. This role may be required to support other Parsons locations and arrange a funeral service. SUCCESS DESCRIPTORS accountability descriptor measure office administration Provide quality administrative support for the office including: - Acting as a back up to any of the Parsons locations - Take calls, meet and greet customers who walk in - Prepare quotations for services - Identify and assess the level of financial risk of customers - Act as the central point of contact for Funeral Directors and Assistants, as well as Catering staff - Ensure the Funeral Manager (CRM) system is maintained and up to date at all times, with notes included to assist other staff - Gather accurate information for funeral services - Use Funeral Manager (CRM) as a method of triage throughout the day based on resourcing and customer requirements - Effectively communicate with other staff of any changes or updates to the daily run sheet, with as much detail as possible - Ensure the office is well maintained (cleanliness, office supplies & presentation ) - Enter creditor invoices into the system and file: orders and archiving - Accounts receivable - Account reconciliations (MYOB) and balancing receipts - Prepare and deliver banking - Arrange related funeral supplies (flowers, catering schedule, print media, music etc.) - Ensure the accuracy of information drafted for all newspaper notices, and submit the final copy for quality checks Accuracy and timeliness of information (CRM data) Feedback other staff Customer feedback / satisfaction Debtor days <10% exceeding 30 day terms Rework < X%

3 event coordination The Administration Officer is regularly the first contact point for customers. The activities include and are not limited to: - Respond and initiate to calls and in a timely manner - Listen actively to meet the needs of families - Tailor communication to the needs of the customer - Seek to gather as much information as possible in the first contact, appropriate to the situation and coping needs of the customer - Provide as much information as possible to the Arranger ahead of the arrangement taking place - Is up to date with current pricing, suppliers and processes - Appreciate and respect the unique needs, the diversity of religion and family requirements and recommend accordingly - Manage and build goodwill with key partnerships such as clergy, celebrants, cemeteries and hire car drivers, hospitals, nursing homes, aged care facilities and other support services to ensure a good working relationship - Proactively communicate with families to manage progress and any gather outstanding information (clothing, photos, music etc.) - Work to maximise personal productivity by looking for additional responsibilities and helping others during slow times Accuracy and timeliness of information Feedback Funeral Directors Customer feedback / satisfaction Feedback other staff Repeat business funeral support - arrangement Provide support to the Funeral Directors as required to ensure the funeral service runs to plan and to requirements including, and not limited to: Act as the face of Parsons ensure the standard of presentation is of consistent and high quality at all times, including uniform, facilities and other property used when representing Parsons Demonstrate care, compassion and empathy when gathering and requesting information and providing timelines Ensure the accuracy of all documentation and instructions related to funeral arrangements including the regulatory paperwork, death certificates and the register of personal belongings Ensure the service experienced by the customer reflects a balance of product choice and service offering; communicate the level of support available to the customer through the process Accuracy (minimal rework) Timeliness on time delivery Work quality Customer feedback / satisfaction Feedback other staff Quality briefings Learnings shared (attendance at regular learnings review)

4 Follow through on commitments within the stated timeframes On time delivery and accuracy of all activities related to funeral arrangements including flowers, clergies, press releases, catering, memorial booklets, DVD and associated paperwork. Deliver to the customers expectations and consistently with Parsons standards and values risk & compliance Ensure that risk is being managed across the business by: Updating and maintaining a risk register Identify any risks or hazards Comply with all relevant legislation and regulatory requirements (including Work Health & Safety, manual handling, safe driving, infection control through NSW Health, Fair Work, WHS Act) Comply with all policies Ensure that all funeral related documentation is completed in full, accurately and in accordance with requirements such as Death notices, hospital, cemetery and other medical requirements Identify risks to wellbeing by monitoring self and others through times of stress or exposure to difficult circumstances No instances of non-compliance Regular maintenance and currency of policy requirements including training No significant safety incidents Well-being is preserved; counselling services accessed

5 VALUES IN ACTION values in action Reputation pride in our service and history We pay attention to every detail We honour our past and preserve our values. Our values guide our behaviour We respect and take pride in our history; we create experiences for customers that enhance and build on tradition We act on behalf of the company. We promote Parsons by being well presented, respectful and act in a professional manner Cohesive together we care We are available when we are needed and we do what is needed to get the job done Is considerate, shows concern and demonstrates empathy for others We demonstrate support for wellbeing and sustainability; of the business and for each other. Shows an unselfish concern and care for the welfare of others Honest we do what is right We act with integrity and we are genuine We own our mistakes, we are honest and generate trust We follow through on commitments and do what we say we will We do what is right for team members, the customer and the company Fun we enjoy what we do We create an enjoyable work environment by finding the humour and enjoyment in things We know when and how to be funny; humour is used to diffuse tension We have pride in the role we have in the community; we enjoy life and work We see both the good and bad in situations, we believe there can be a positive result