Purpose of Post:
The purpose of this role is to support Bereavement Services and to contribute to ensuring that the services are delivered as efficiently and compassionately as possible.
General duties:
- Dealing with public enquiries
- Dealing with complaints
- Working alongside Funeral Directors to help them fulfil their duties.
- Answering Telephone Calls
- Responding to emails
- Add customer information onto a computer
Essential Skills
To be able to fulfil this role candidates must be aware and comfortable:
- Dealing with a deceased – participants would never see or handle the actual deceased person but may be required to deal with coffins.
- Dealing with bereaved families – one of the stages of grief is anger, and sometimes this can be directed towards the council, it is rare but can happen, as well as dealing with grief and upset families.
Additional desirable skills include:
- Active listening skills
- Good verbal communication
- Sensitivity and understanding
- Problem-solving
Days/times required: Max 30 Hours per week (To be agreed in advance)
Duration of the Placement: Maximum of 8 weeks
DBS required: No
Other responsibilities
- Embrace the values of Middlesbrough Council
- Where a candidate has a disability, Middlesbrough Council will make every reasonable effort to supply the necessary aids, equipment or adaptations to enable a volunteer to carry out their role.
- All candidates are expected to demonstrate a commitment to the principles of equality of opportunity and fairness of treatment in relation to their volunteer role and adhere to the Council’s Work Experience Policy in carrying out their placement.
- All candidates are expected to respect all confidentialities and principles and practice of the Data Protection Act.
- All work experience candidates are required to comply with Health and Safety policies and legislation.