Memorial Advisor
40 hours per week
Working flexibly over 5 days of the week (which will include weekend availability appointments & after hour appointments when required)
Salary from £25,799 - £27,500 per annum + Commission + Benefits
Permanent
Forest Park Crematorium
Have you always wanted to use your transferable Sales / Customer skills in a role where you can truly make a difference every day?
If so, we would love to hear from you!
We are the largest independent operator of crematoria in the UK, employing more than 500 empathetic and dedicated individuals and we are growing.
Like many of our employees, you might not have considered this line of work before, however with industry training provided and on-going career development, you will find it one of the most varied and rewarding opportunities you could ever imagine.
The role
Each funeral is an incredibly important one-off event for the bereaved. As a Memorial Advisor, you'll be offering dedicated one to one support and guidance when discussing the variety of memorial options that are available, helping families honour their loved one in a way that is uniquely personal to them for now and years to come.
You will be leading your bereaved families through their Memorial Journey with exceptional care, being mindful of the different stages of the grief journey. This role is very much an ethical, consultative sales role focused on building trusted relationship over time, matching back specific solutions to individual needs, from simple ideas to grand plans it's down to you to help make their wishes come true.
You will be involved in a variety of tasks each day including:
* Active listening and asking questions to understand the family and their grief process, the person they have lost, key challenges, memorial options and what is important to them.
* Developing a consistent and ethical consultative sales approach, prioritising our families' needs as opposed to a hard sell.
* Lead and manage our commercial conversations with exceptional care.
* Ensure our families are presented with every possible choice to create a memorial that is uniquely personal to them.
* Making calls and booking appointments with families. Using our bespoke IT system called Chronicle (training provided) to discuss memorial options, this can include jewellery options, the material a headstone is made from, the colour and font of any engraving, whether they would like a tree / living memorial, the plot area etc.
* This is not a role where you will be bound to a desk! Walking the grounds with a family to show them different plots available and give them an idea of what the memorials look like once created can help families to see their options visually and not just looking at a picture in a brochure.
* Answering the phone, actioning email enquiries and sending outbound paperwork / letters.
* Once all decisions have been made by the family you will be liaising with different suppliers to place orders and bring everything together, so it is co-ordinated beautifully.
* You will also provide the family with a breakdown of costs and process the final transactions so the ability to use basic Excel will be required.
* Additional responsibilities include communicating with families about memorial leases and extensions, oversee renovations and repairs to memorials, accurate record keeping.
This role requires flexibility and pulling together as one team to support each other and provide the exceptional care and service that we are known for.
About you
* Previous experience as a Sales Executive / Sales Advisor / Sales Assistant / Sales Representative / Sales Consultant / Funeral Arranger. You might not know everything there is to know about the bereavement sector, however there is no better place to learn.
* Consultative sales experience.
* Natural communicator with a flair for building relationships and providing excellent customer service.
* Ability to speak to people in a caring and understanding manner.
* Resilient and organised with excellent attention to detail.
* A good active listener, sometimes our customers will want to take things slow and chat their options over a cup of tea and that's fine by us.
* Excellent Administration and IT skills. Comfortable using Word / Excel, writing emails and letters.
* A real team player, with compassion and the desire to make a difference every day.
What We Offer
If you would like to join the Westerleigh team, you can be sure of a warm welcome, ongoing training and development and a sense of pride by truly making a difference every day to the families we serve.
No two days are the same and many of our Managers have developed their careers within the business.
The values we champion are Safety First, Exceptional Care, Uniquely Personal and One Team.
In addition to salary, you will also be eligible for the following benefits:
Commission from sales
32 days holiday (Includes 8 days bank holiday) pro rata
Life Assurance
Access to a wide range of retail discounts and wellbeing support
Ongoing learning & development
Pension scheme
Employee Assistance / Occupational health support Program
Mindfulness App
Mental Health Ambassadors
The benefit we hope you'll never need: Free Cremation benefit for Immediate family
Bereavement Leave
Enhanced maternity & paternity pay
Recognition scheme
Free Flu jab
Smart uniform and PPE provided
Free parking
What next? Start a career with significance by applying today.
We generally advertise vacancies for a minimum of 1 week before reviewing applications. We reserve the right to close the application window sooner if a significant number of applications are received. If you're not contacted, please assume you have been unsuccessful. Unfortunately, feedback is not always possible due to the volume of applications we receive