Job title: Memorialisation and Quality Officer
Salary: SO1 £33,366 - £35,235
Hours: 37
Contract: Permanent
Location: Farnley Hall
As a Memorialisation and Quality Officer, you will deliver a high-quality front of house service to assist customers directly or through stakeholders such as funeral directors, to purchase memorialisation options. Whilst seeking to maximise income opportunities for the council against a substantial financial target at the same time as ensuring sensitive support is always offered to customers. You will lead on internal quality assurance inspections of sites across Leeds and work as a team member within the Bereavement Service office providing advice and guidance to members of the public on bereavement and technical related matters whilst being part of the wider diverse council where you will have prospects to succeed. Best City Ambition
The successful candidate will be a highly flexible, self-motivated and organised who possesses excellent communication skills with a keen eye to detail and a commitment to providing the highest level of service to the bereaved.
As a Memorialisation and Quality Officer, you will proactively review memorialisation possibilities as they come to market assessing each to ensure that Leeds City Council continues to provide a range of price and style options. Ensuring that time expired memorials are managed appropriately including supporting customers to extend terms or organising removal from sites.
Due to the sensitive nature of the post, the post holder will need to be able to display previous experience of dealing with the bereaved or relatable work experience at an appropriate level and have a calm and mature manner.
The post holder will also be responsible to ensure the accurate keeping of records, have accurate numeracy and literacy skills and can use IT systems and to keep accurate clerical and digital records.
It is essential that the post holder holds a full UK driving licence as they will be travelling between Crematoria and Cemeteries and can work both indoors and outside as some of the duties will include meeting customers on site and may involve walking on undulating terrain, including some lone working will be required.
Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.
About you
As a Memorialisation and Quality Officer, you will bring to the role:
- A calm and sympathetic attitude
- Ability to be flexible, prioritise own workload and respond to changing circumstances often at short notice.
- Excellent communication skills
- Be a team player who can demonstrate compassion and the desire to make a difference every day.
- Knowledge of cultural differences when dealing with multi faith funeral arrangements.
- Willingness to actively participate in training and development activities to ensure up to date knowledge, skills and continuous professional development.
About the role
As our next Memorialisation and Quality Officer, you’ll, be part of a larger team responsible for providing an outstanding front line customer service delivery to the bereaved and our stakeholders. You will work closely with contractors, stakeholders and other employees of Leeds City Council and create close working relationships with all.
What we offer you
We take pride in offering the best employee experience, with benefits including:
- A competitive salary and annual leave entitlement plus statutory holidays
- Membership of the West Yorkshire Pension Fund with generous employer contributions
- Flexible and hybrid working arrangements subject to service requirements.
- A clear career pathway and continuing professional development opportunities.
- A range of staff benefits to help you boost your wellbeing and make your money go further.
How to apply
Apply for this job online. Please complete the online application form complete a personal statement of no more than 500 words.
Read our guidance for further advice. Please check your information carefully and ensure you complete all sections before submitting your application.
If you have any queries or would like an informal chat about the role please contact Jessica Hodgson, Bereavement Services Technical Manger Call 0113 3760001 or email Jessica.hodgson@leeds.gov.uk
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.
We promote diversity and want a workforce that reflects the population of Leeds and the communities we serve. Leeds City Council is recognised in Stonewall’s Workplace Equality Index 2024. We are also an Age-friendly Employer, a Mindful Employer and a Disability Confident Leader.
All new Leeds City Council appointments are made subject to the satisfactory completion of a six-month probationary period.
This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa. If you do not have the right to work in the UK and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.
Job Description
Directorate Communities, Housing & Environments
Service Area Climate Energy and Green Spaces
Job Title Memorialisation and Quality Officer
Grade SO1
Conditions Of ServiceNJC
Responsible To Bereavement Services Technical Manager
Responsible For None
Job Purpose: To support the Bereavement Services Technical Manager to deliver a high-quality front of house service by assist customers directly or through stakeholders such as funeral directors, to purchase memorialisation options. To seek to maximise income opportunities for the council against a substantial financial target whilst ensuring sensitive support is always offered to customers. To lead on internal quality assurance inspections of sites across Leeds liaising as required with operational delivery teams and to ensure that a timely and accurate response is provided to complaints and concerns raised with the service. To work as a team member within the Bereavement Service office providing advice and guidance to members of the public on bereavement and technical related matters.
Responsibilities:
Ensuring that a broad range of style and price options are available as memorialisation opportunities to the public of Leeds and that these are communicated to potential purchasers through face-to-face contact, printed materials, website content and by supported stakeholders.
To regularly review memorialisation possibilities as they come to market assessing each to ensure that Leeds City Council continues to provide a range of price and style options appropriate to each location.
To ensure that time expired memorials are managed appropriately including supporting customers to extend terms or organising removal from sites.
To undertake site inspections and internal quality assurance to seek to ensure that onsite provision remains at an acceptable standard, engaging with operational managers and supervisors to develop appropriate recovery plans where standards are found not to be in compliance.
To fully respond to enquiries from cemetery visitors and service users on site and in an office environment, leading on ensuring that timely and accurate responses are provided to any formal complaints and concerns raised.
To undertake accurate record keeping and return of inspection records and other administrative duties as required.
Flexible and adaptable to change to assist other services as required commensurate to grade
Participate in appraisal, training and development activities as necessary to ensure up to date knowledge and skills
Improve own practice through observation, evaluation, discussion with colleagues and development programmes.
To work collaboratively with colleagues, knowing when to seek help and advice.
Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.
Be aware of and comply with Leeds City Council policies and procedures e.g. child protection, health, safety and security, confidentiality and data protection, reporting all concerns to an appropriate person
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding and promoting the values, standards and equal opportunities of Leeds City Council.
Recognise and appropriately challenge any incidents of racism, bullying, harassment or victimisation and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.
The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.
The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
Qualifications
Level 3 BTEC Diploma in cemetery management or relatable work experiences and qualifications
PERSONAL SPECIFICATION
ESSENTIAL REQUIREMENTS: It is essential that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.
Method of Assessment will be through one or more of the following Application Form, Test, Interview, and Certificate
Skills Required
Ability to display a calm and sympathetic attitude, particularly when dealing with the bereaved.
Ability to communicate with a wide range of people individually and in groups and all appropriate levels.
Ability to prioritise own workload and respond to changing circumstances often at short notice.
Good time management skills
Ability to work flexibly across different work locations and areas as appropriate. 
Ability to work as part of a team and on own initiative without direct supervision
Accurate numeracy and literacy skills
Ability to use IT systems and to keep accurate clerical and digital records.
Knowledge Required
Knowledge of cultural differences when dealing with multi faith funeral arrangements.
Possess a sound knowledge of the role and functions of bereavement services.
Knowledge of legislation in relation to burials and/or cremations.
Knowledge of departmental policies and procedures
Experience Required
Significant number of years practical experience in bereavement services or relatable work experience at a appropriate level.
Behavioural & other Characteristics required
Committed to continuous improvement.
Ability to understand and observe Leeds City Council Equal Opportunities Policy.
To carry out all duties having regard to an employee’s responsibility under Health & Safety Policies.
Willingness to actively participate in training and development activities to ensure up to date knowledge, skills and continuous professional development.
Understand and embrace our values, behaviours and codes of conduct.
DESIRABLE REQUIREMENTS: It is desirable that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role. Candidates are not required to meet all the Desirable requirements however these may be used to distinguish between acceptable candidates.
Method of Assessment will be through one or more of the following Application Form, Test, Interview, and Certificate
Job Description Content Prepared:
Name: S Frosdick
Designation: Head of Bereavement Services and Workshop
Date: 23/08/2024
Confirmation of Job Evaluation Undertaken
Date 09/09/2024File Ref 242050 JE Ref ADM01
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