About the role

The Client Care Officer provides high-quality operational support, system management, appointment management, sales and client services at Boroondara Cemetery in Kew, Victoria. The role supports clients and stakeholders through burial and cremated remains placements, research enquiries, grave location services and service bookings while contributing to the effective operation of the Cemetery Management System.

Key responsibilities

- Maintain accurate, timely and high-quality data in the Cemetery Management System.

- Coordinate client appointments and record interactions in the Cemetery Management System.

- Manage and maintain service bookings, work orders and related client records.

- Communicate regularly with operational staff regarding demand management, appointments and work orders.

- Provide a key point of contact for client enquiries and experiences relating to appointments, services and other requests.

- Deliver an exceptional client experience through burial and cremated remains placements, research enquiries, grave locations and service bookings.

- Ensure compliance with established processes, procedures, policies and legislative obligations.

- Attain and report on sales targets.

- Maintain client privacy, confidentiality, data integrity and collection requirements.

- Contribute to continuous quality improvement activities and the update of policies and procedures.

- Liaise with funeral directors, stonemasons,



contractors, suppliers, clients and other stakeholders.

- Promote positive community awareness of Boroondara Cemetery Trust’s services.

- Complete administrative and analytical duties that improve operational outcomes.

- Provide high-level customer service and contribute positively to the client care team.

What we're looking for

- Demonstrated experience in cemetery services and administration.

- Experience providing exceptional client care in sensitive and difficult circumstances.

- Accurate and efficient data entry skills.

- Advanced skills in Microsoft Word, Excel, email and internet applications.

- Previous customer service and administrative experience.

- Current Police Check, or the ability to successfully obtain one.

- Current Working with Children Check, or the ability to successfully obtain one.

- Minimum Level 2 First Aid certification, or the ability to successfully obtain one.

- Ability to perform the physical duties required for the role.

- Commitment to equal opportunity and anti-discriminatory practice.

- Ability to work effectively independently and as part of a team.

- Qualified, punctual, approachable and responsive approach to client needs.

- High standards of presentation and personal grooming.

Please contact Alyson Crawford for a full position description - ••••@boroondaracemetery.com.au

📌 Client Care Officer (Kew)
🏢 Boroondara Cemetery Trust
📍 Kew