AddressThe Metropolitan Cemeteries Board (MCB) are the caretakers of Perth’s cemeteries, entrusted to commemorate the lives of Western Australians now and into the future. We respectfully help family and friends honour the lives of loved ones and safeguard memories for future generations.
We have three permanent full-time positions across our Cemeteries – Karrakatta Cemetery, Pinnaroo Valley Memorial Park in Padbury and Fremantle Cemetery. Suitable applicants will be placed into a pool for future appointments.
About you
· You look for ways to deliver great service, whilst ensuring processes are followed.
· You care about ensuring customers’ service needs are met in a caring, compassionate yet efficient manner.
· You have thorough attention to detail, checking and recording information accurately.
· You work well in a team environment, and are happy to learn new things to help meet team objectives.
· You are a wiz with technology, and in particular in keeping up to date information in customer databases.
· You will align with our values of Compassion, Respect, Understanding and Integrity.
About the role
We are seeking a Team Leader who thinks through complexity and understands their team. You actively contribute to lead and develop a high performing team that provides a seamless and high-quality service to clients in our beautiful cemeteries.
The Team Leader Customer Service Officer will be responsible for:
· Establishing and maintaining positive relationships with customers, ensuring their needs are addressed effectively and in accordance with the MCB legislation, policy, procedures and guidelines.
· Preparing, maintaining and auditing cremation and memorial records to ensure completeness and accuracy.
· Providing on the job training and exhibiting best practice behaviours to support Customer Service Officers in sales and ashes processing, emphasizing proactive engagement and conflict resolution.
· Facilitating over the counter sales and payments.
· Processing and administration of forms, permits, invoices and other transactions, and maintaining meticulous records using our customer database.
Why you want to work at the Metropolitan Cemeteries Board
The MCB is an organisation with heart. Our work has an important role in supporting and caring for the WA community in times of grief. We provide a diverse and purposeful work environment that:
· encourages innovation and continuous improvement
· values self-leadership and emotional intelligence
· provides opportunity to do rewarding and challenging work
· provides flexible start and finish times, within operational requirements
· provides ongoing training and development opportunities
· remunerates you with Award based salary and leave entitlements plus 11% superannuation
· includes employee assistance and wellbeing programs to ensure your physical and psychological health in the workplace.
Equity and Diversity
The MCB embraces diversity and firmly believes that the best services come from a workplace, where varied viewpoints are welcomed and encouraged every day. We are committed to creating an equitable and diverse workforce, where we encourage applications from people with disability, Aboriginal and Torres Strait Islander people, people from culturally diverse backgrounds, women, youth and people from sexual or gender diverse orientations.
If you have any access needs that may require adjustments to allow you to fully participate in the application and interview process, or alternative methods of communication, please contact Human Resources on 9383 5228. If you are an Aboriginal person who would like assistance with your application, please contact Jobs and Skills WA on 13 64 64.
Further Job Related information
For more information about these roles please contact Mr Justin Ainge, A/Manager Support Services, on 08 9319 0***.
Please also refer to the attached Job Description Form and applicant information kit to assist you in preparing your application. If you experience difficulties downloading any of these documents, please call Human Resources on (08) 9383 5***.
Find out more about the benefits of working at the Metropolitan Cemeteries Board at https://mcb.wa.gov.au/our-organisation/employment-opportunities.
How to apply
To be considered for an interview, please submit:
- Your current CV outlining your work experience and skills as relevant to this opportunity.
- A covering letter of no more than 2 pages outlining your skills and abilities in:
E1 - Demonstrated experience in provision of excellent Customer Service customer
service, with a focus on complaint resolution and relationship management.
E2 - Experience leading and guiding a small team of Customer Service Officers.
E5 - Demonstrated ability to empathize with customers and maintain composure in
challenging situations.
Eligibility Requirements
- Appointment is subject to a satisfactory National Police Clearance as conducted by the Department. A criminal conviction may not preclude you from gaining employment.
- Australian permanent residency is a minimum requirement for permanent appointment to the West Australian Public Sector.
On-line application lodgement
Apply online by clicking on the “apply for job” button.
Please ensure you have plenty of time to submit your application to allow for unanticipated problems, as late and pro forma applications will not be accepted.
Applications close Thursday, 6th June 2024 at 16.00pm.
