JOB DESCRIPTION. Administration, Reception Information Officer. Environment and Regeneration. Deputy Business and Administration Manager

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1 JOB DESCRIPTION POST: Administration, Reception Information Officer POST NO: GRADE: Scale 6 DEPARTMENT: SECTION: RESPONSIBLE TO: RESPONSIBLE FOR: Environment and Regeneration Public Protection Deputy Business and Administration Manager Customer front line service PRIMARY JOB FUNCTION To undertake the core duties of taking calls for the booking and processing of burials and cremations, dealing with associated documentation, recording and registration matters under guidance and supervision. To ensure at ALL times that in respect of each burial and cremation, the right paperwork and procedures have been completed and the documentation checked prior to releasing instructions to the grave digging team and crematorium staff. To provide a customer reception and telephone answering service in the main office or other location as directed. DUTIES AND RESPONSIBILITIES To complete data inputs using bespoke windows based software packages. To carry out filing, maintenance of information-recording systems, to compile statistics and performance figures and complete financial records and returns pertinent to the running of the cemetery service. To provide a customer reception and telephone answering service in the main office or other location as directed. To deal with the public in a sympathetic, patient and courteous manner especially if they are elderly, disabled, or of an ethnic minority where English is not the first language. To advise customers on burial rights, grants, cemetery and crematorium regulations and codes of practice.

2 To cover for office based colleagues during daily break times, holidays and absences. To make arrangements for the disposal of cremated remains. To ensure that all effective measures and procedures are complied with in regard to burials and this refers in particular to locations and selections. To ensure that all cremation documentation received meets requirements and resolving any outstanding issues with those that do not. To deal with complaints and produce correspondence and deal with written and telephone enquiries. Assist the public with genealogical enquiries and family history searches in writing and when personal visits to the office are made. GENERIC DUTIES: To achieve agreed service performance indicators, and personal appraisal targets, as agreed by the line manager. To use and assist others in the use of information technology systems and to carry out duties in the most efficient and effective manner. The post holder is expected to be committed to the Council s core values of public service, quality, equality and empowerment and to demonstrate this commitment in the way they carry out their duties. Ensure all the services within the area(s) of responsibility are provided in accordance with the Council's commitment to high quality service provision to users. Ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation. To undertake additional duties commensurate with the grade as directed by your line manager. Carry out duties and responsibilities in accordance with the Council s Health and Safety Policy and relevant health and safety legislation. At all times carrying out responsibilities/duties within the framework of the Council's Dignity for all Policy. (Equal Opportunities Policy). The title of the post to which I normally report is: Deputy Business and Administration Manager

3 Signed: Date:

4 PERSON SPECIFICATION The person specification is a picture of skills, knowledge and experience required to carry out the job. It has been used to draw up the advert and will also be used in the short-listing and interview process for this post. You should demonstrate on your application form how you meet the following essential criteria. Department: Environment and Regeneration Designation: part time Administration, Reception and Information Officer Section: Public Protection / ICCS Grade: Sc6 ESSENTIAL REQUIREMENTS EDUCATION and EXPERIENCE E1. Experience dealing with business processes and routines in a public or private cemetery service on a face to face customer front line basis. A/I/T E2. Experience of operating computer systems including back up routines. E3. General administrative experience including computerised accounts and finance data inputting. KNOWLEDGE, SKILLS and ABILITY E4. Demonstrate your ability to deal sympathetically and in a helpful quiet and friendly manner towards all cemetery visitors especially the bereaved. E5. Demonstrate the ability to use IT/computer application skills to include word processing, spread sheets, databases and financial monitoring applications including where directed memorial sales support and memorial safety support work. A /I/T E6. The ability to undertake IT training. E7. Demonstrate your ability to undertake a variety of administrative tasks including written correspondence, preparation of and issuing of certificates and invoices and the handling of cash. E8. Demonstrate your ability to deal effectively with high volumes of telephone enquiries and to record and pass on messages including complaints and where appropriate to deal with complaints effectively following through on any agreed solutions.

5 E9. Demonstrate your ability to prioritise and deliver work to agreed targets, to react quickly under pressure and to relate own work to the overall work of the team. E10. Demonstrate the ability to follow and promote good management practices communicate with colleagues and contribute positively to the work of the service. E11. The ability to ensure that all works are undertaken in a safe and healthy manner ensuring that all work areas are kept safe neat and tidy. A /I/T E12. The ability to follow procedures and guidelines take instructions and work to targets E13. Demonstrate your ability to work as part of a team and support all team members, E14. The ability to adhere to and promote the Council s Dignity in the Workplace policy. E15. The ability to physically handle large records books, to retrieve such books from storage shelves, access information contained in them, and return such books to the shelves. E16. This role will require you to obtain an Enhanced satisfactory clearance from the Disclosure and Barring Service formally known as the Criminal Records Bureau (CRB) Disclosure E = Essential Assessed by: A= Application I= Interview T= Test