Cemetery Services Officer

He angitūtanga: The opportunity

Auckland Council is seeking three professional and empathetic individuals to join our Cemetery Services team in a customer service capacity. This is a permanent opportunity to contribute to the delivery of exceptional customer experiences while supporting operational excellence and continuous improvement.

As a Cemtery Service Officer, you will be the first point of contact for our community, providing compassionate support during sensitive times. Your responsibilities will include managing reception and phone enquiries, assisting with genealogical searches and general questions, and working closely with funeral directors to coordinate bookings and provide accurate, timely information. You will ensure a high standard of service across all interactions, demonstrating both professionalism and genuine care.

Working collaboratively with internal teams, particularly our operations staff, you will help maintain streamlined service delivery and contribute to business improvement initiatives as they arise.

Provide flexible coverage to maintain consistent service levels six days a week, including on-call availability on Sundays and Public Holidays, reporting to the rostered location as required.

You can find the position description here

This role has a remuneration of $28.95 (living wage).

Te hiranga o tēnei mahi: Why this role matters

This role is critical in delivering a welcoming, responsive, and professional experience for all visitors and customers. It reflects Auckland Council’s customer-centric philosophy and acknowledges the unique needs of funeral directors, masons and grieving families and mourners, ensuring every interaction is approached with care, compassion, and empathy.

Ngā kawenga matua: Key responsibilities

You will provide backup support for chapel facilities and services as required, working collaboratively with Sexton colleagues and team members across our cemetery network to ensure seamless service delivery. This includes offering support to other sites when needed.

In addition, you will conduct direct sales for ash and burial plots with sensitivity and professionalism, recognising the emotional nature of these decisions. You will ensure all administrative requirements and documentation are completed accurately and in accordance with council policies and procedures.

• Provide empathetic and professional front-of-house and reception services across face-to-face, phone, and email interactions, ensuring cultural and religious needs are respected.

• Respond to all customer enquiries in a friendly, timely manner, resolving issues at the first point of contact where possible, and where not, ensuring customers clearly understand the next steps.

• Maintain data accuracy and integrity when using information systems, databases, or tools to capture and log customer information and queries, including sensitive processes such as burial and cremation bookings.

• Accurately handle and record all financial transactions, including tasks related to revenue collection, reconciliation, and the processing of refunds.

• Apply de-escalation techniques to manage and defuse customer incidents, seeking assistance and escalating to the Business Services Lead when required to ensure timely and appropriate resolution.

He kōrero mōu: About you

You will bring excellent communication and customer service skills, along with high personal resilience and strong de-escalation abilities. You demonstrate sound judgment and consistently approach situations with understanding, empathy, respect, and sensitivity to customer circumstances and cultural diversity. Collaboration is key, and you work effectively as part of a team to deliver exceptional service.

We will be looking for:

• 3 years proven ability in providing customer services and business / office administration, including face to face customer service experience.

• Experience in use of Microsoft Office Applications (Word, Excel, Outlook, PowerPoint, Access) to intermediate level, word processing to 60 wpm

• National Certificate NCEA3 or equivalent.

Ngā āhuatanga kei a mātou: What we offer

At Auckland Council, you will join a dynamic, supportive environment where your mahi (work) will directly impact the lives of over 1.7 million Aucklanders. We offer flexible working conditions, a focus on well-being, and a culture of continuous improvement.

We are proud to be recognised for our commitment to diversity, equity and inclusion. We are accredited by GenderTick, a signatory of the Pride Pledge. These commitments reflect our ongoing efforts to create a workplace where all staff feel valued, respected, and empowered to thrive. 

Together, we can create a Tāmaki Makaurau we can all be proud of. As part of our organisation, please view a range of our: benefits. 

Me Tono Ināianei!: Apply Now!

Applications close: Sunday 14th December 12am NZDT

We are reviewing applications on a rolling basis as they come in so, please apply today to avoid disappointment!

If you have any support or access requirements, please advise us when submitting your application so we can assist you.

Our employer Kiwisaver contribution is additional to base salary offered.

#workingforauckland 

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.
 
Employees in receipt of salary protection and/or on the predecessor Council terms and conditions of employment, please note that the salary protection and/or predecessor Council terms and conditions, including relocation, apply to your current position. Should you change to a new position (other than any secondment) you will be issued with a new employment letter of offer with current Auckland Council terms and conditions.