Casual Cremator Operator

The primary role purpose as Crematorium Operator / Caretaker is to:
Arrange and conduct cremation services that meet the expectations of each customer. The responsibilities include liaising with stakeholders or families to understand their wishes and ensure that a cremation service is delivered professionally and respectfully; role modelling the organisation values.

Provide administration support in cremation operations & catering services and conduct face to face appointments with customers where necessary.

Undertake caretaker duties of Mountain View Crematoria facilities, which include cleaning, vacuuming, general maintenance where required, and other duties provided by Manager.

**SUCCESS DESCRIPTORS**

Effective communication with customers to ensure a quality cremation experience by understanding and gathering the arrangements including:
Listen actively to meet the needs of families

Appreciate and respect the unique needs, recognising diversity of religion and family requirements and recommend accordingly

Demonstrate care, compassion and empathy when gathering information and requesting information and providing timelines

Quickly ascertain the needs of the family and adapt as required

Proactively liaise with the office staff to ensure a full brief for each service is provided to inform the scheduling process

Manage and communicate the details of cremation bookings to ensure the right resources are available on the day

Follow through on commitments within the stated timeframes

Communicate with families to manage progress and any changes

Maintain familiarity with all products, services and pricing

On time delivery and accuracy of all activities related to cremation arrangements and associated paperwork.

Ashes processing - maintaining accuracy of records and the highest quality of workmanship when filling urns for clients

Ensure the accuracy of all documentation and instructions related to cremation arrangements including the regulatory paperwork, death certificates, and correct data entry is carried out.

Follow up after the cremation service to ensure that families have been supported and activities actioned, including managing any complaints in a respectful and timely manner

Work towards consistently improving productivity and workflow to reduce energy and labour costs. Actively engage in documenting training and sharing best practice with the team

Accuracy and timeliness of information gathered

Product & service knowledge

**Equipment and Facility Maintenance**

Manage, Maintain and coordinate a team to ensure the equipment and facility runs to plan and to requirements including, and not limited to:
Performing daily, weekly and monthly maintenance on the cremator equipment and operating rooms (per agreed schedule, or as needed)

Performing daily, weekly and monthly maintenance on the MVC front of house facility, including vacuuming, dusting, bathrooms, office areas and motor vehicles (per agreed schedule, or as needed)

Ensure the presentation of the venue is of consistently high quality standards, including the finer details of positioning of stock, music selection and audio system

Deliver to the customers’ expectations and consistently with Parsons standards and values

Work to maximise personal productivity by looking for additional responsibilities and helping others during slow times

Form part of an on call roster

Accuracy (mínimal rework)

Timeliness - on time delivery

Work quality

Customer feedback / satisfaction

Quality briefings

Learnings shared (attendance at regular learnings review)

**administration support**

Provide quality administrative support for the office including:
Acting as a back up to any of the Parsons locations by taking 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 and customers
- Ensure Funeral Manager / Cremation Manager / Salesforce (CRM) systems are maintained and up to date at all times, with notes included to assist other staff
- Gather accurate information for customers and staff
- Use CRM’s 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

**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

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