Funeral Director

About the role

You will report to the Assistant Manager and be responsible for leading the Funeral Team, providing compassionate client service, efficient funeral planning, compliance with regulations, and staff management.

Responsibilities

• Support grieving families with empathy and professionalism while maintaining confidentiality.
• Provide clear guidance about funeral arrangements, legal requirements, and available options.
• Ensure families feel supported throughout the entire process.
• Assist with pre-arranged funeral plans for future services.
• Oversee logistical aspects of funerals, including coordinating services, transportation, and memorial setups.
• Utilize the Coles Operations Manual to support funeral processes, handling of the deceased, and customer service.
• Coordinate with other company departments and manage deceased care.
• Adhere to all regulations, legislation, and legal practices governing funeral services.
• Monitor industry regulations for updates and changes that may impact services.
• Oversee company premises operations, including scheduling and staff coordination.
• Provide leadership to funeral staff, ensuring high-quality service.
• Act as a compassionate representative for Coles and maintain strong community relationships.
• Organize details of funeral and memorial services, ensuring timely preparation.
• Participate in on-call and telephone cover rotas as required.
• Prepare and manage estimates, payment processes, invoicing, and debt management.
• Ensure clients are fully aware of financial options available to them.
• Supervise funeral staff and ensure smooth coordination on the day of the funeral.
• Ensure all staff are trained in the Coles Operations Manual, funeral processes, and customer service.
• Handle emotionally charged situations with professionalism and respect for families’ wishes.
• Understand and follow complaint handling and escalation processes.
• Act as an ambassador for the Coles Brand, promoting community engagement.
• Sustain strong working relationships with key partners.
• Participate in events such as charity fundraising, community grief support groups, and other community activities.
• Perform other duties as deemed necessary by the supervising manager.

Requirements

• Experience in a leadership position.
• Immaculate personal presentation and hygiene.
• Excellent communication, IT, and interpersonal skills.
• Positive, respectful, and approachable attitude.
• Full discretion due to the confidential and sensitive nature of the business.
• Knowledge of legal, regulatory, and financial processes related to funeral services.
• Strong organizational skills to manage multiple tasks and ensure timely completion.
• Empathy and sensitivity to the emotional needs of clients.
• Ability to provide administration cover at all company locations.
• Willingness to work flexibly, including evenings, weekends, and on-call shifts.