Aura Life
Aura Angel - Funeral Arranger
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Job Title: Aura Angel
Department: Customer Service Team
Reports To: Head of Customer Service
Salary Band: £26k - £30k
Role Overview
As an Aura Angel, you will be a central figure in delivering exceptional, compassionate support to families navigating end-of-life arrangements. You will act as a calm, knowledgeable, and empathetic presence, guiding customers through every step with care and clarity.
Main Duties
Customer Support & Communication
- Serve as a trusted first point of contact for customers arranging immediate cremations.
- Communicate Aura’s offering clearly and empathetically, explaining funeral options and inclusions.
- Represent the Aura brand with warmth, professionalism, and deep respect in every customer interaction.
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Funeral Arrangement Coordination
- Collect and record all essential details to initiate and manage funeral arrangements.
- Guide families through logistical planning, ensuring all elements of the funeral are handled with dignity and precision.
- Provide low-level emotional support and “hand-holding” throughout the process, especially during times of grief.
Data & Process Management
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- Accurately capture, manage, and securely store sensitive customer information, in line with Aura’s data protection protocols.
Partner Engagement
- Identify and make timely referrals to trusted partners for services including legal, financial, and memorial services.
Key Results
- Hitting sales and conversion targets
- Completion of all funeral arrangements within agreed Service Level Agreements (SLAs)
- Adherence to complaint targets and contribution to consistently low complaint rates
- Achievement of agreed partner referral rates
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