Sefton Council Bereavement Services: Apprentice Bereavement Services Assistant

Sefton Council Bereavement Services are looking to appoint an Apprentice Bereavement Services Assistant. The successful candidate must be patient, empathetic, and professional, showing excellent customer service skills. The post will be based at Thornton Crematorium, Thornton Garden of Rest, Lydiate Lane, Thornton, L23 1TP.

What you'll do at work

• You would be the first point of contact for all bereavement-related enquiries at Thornton Crematoria from Funeral Directors, Clergy, bereaved families, and the general public.
• To ensure that all burial and cremation documents are processed in line with all statutory legislation in a timely manner.
• Provide further administrative support for the service for all aspects of service delivery and customer care to the bereaved and other service users.
• To undertake the cremation process of deceased persons under the direction of the Bereavement Services Manager, in accordance with the codes of practice, ethics, and all relevant to date legislation.
• To provide a caring, sensitive, and high-quality service to the bereaved and members of the public attending the cremation service.
• To undertake all chapel duties in the crematorium in readiness for service provision and all associated work in the environment within the crematorium.

Where you'll work

Lydiate Lane
Thornton
Liverpool
L23 1TP

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

WIRRAL METROPOLITAN COLLEGE

Training course

Customer service practitioner (level 2)

What you'll learn

Course contents

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations, and achieves positive engagement and delivery.
• Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity, and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers' needs and manage expectations.
• Maintain informative communication during service recovery.