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Funeral team member - Funeral Arrangers

Funeral team member - Funeral Arrangers

Sales, marketing and procurement

Level 2 - Technical Occupation

Helping manage funeral arrangements.

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Reference: OCC0594A

Status: assignment_turned_inApproved occupation

Average (median) salary: £28,149 per year

SOC 2020 code: 6138 Undertakers, mortuary and crematorium assistants

SOC 2020 sub unit groups:

  • 6138/04 Funeral directors and undertakers
  • 1259/03 Funeral services and crematorium managers and proprietors
  • 6138/02 Driver-bearers
  • 6138/99 Undertakers, mortuary and crematorium assistants n.e.c.

Technical Education Products

ST0594:

Funeral team member - Funeral Arrangers

(Level 2)

Approved for delivery

Employers involved in creating the standard:

People 1st, Learn Direct, Co-operative Funeralcare, Dignity UK, East of England Co-op, Lincolnshire Co-op , National Association of Funeral Directors

Summary

Funeral team members are the first point of contact for the business so must create a good first impression, put clients at ease, take information, answer questions or find answers, building good client relationships and confidence while upholding the image of the business. Funeral team members make a positive difference to their clients at a challenging, emotional time and contact with the deceased is a key aspect of any role within this industry. Working with people, feeling passionate about supporting and assisting clients is a rewarding and worthwhile job that provides excellent career opportunities. Funeral team members will specialise in one of two roles. A Funeral Arranger – Supports the funeral director by arranging funerals and pre-payment plans, handling customer enquiries, sales and after care either on or off site. Administration and payment reconciliation is a part of this job role. A Funeral Operative – Plays an active role in assisting the funeral director on funerals, cleaning and driving a variety of vehicles, bringing the deceased into care, preparing the deceased and coffins and supporting client visits. Operatives will participate in an out-of-hours service.

Employers involved in creating the standard:

People 1st, Learn Direct, Co-operative Funeralcare, Dignity UK, East of England Co-op, Lincolnshire Co-op , National Association of Funeral Directors

Typical job titles include:

A Funeral Arranger
A Funeral Operative

Keywords:

Administration
Death
Funeral
Funeral Arrangements
Funeral Arranger
Funeral Operative
Funeral Services

Knowledge, skills and behaviours (KSBs)

K1: Client: How to communicate with clients during the various stages of the grieving process. Specific client communication needs, for example, dementia, language, cultural diversity.
K2: Client: Client types, how to identify their needs and preferred methods of communication. The importance of meeting client’s needs and requests, whilst working in line with the products and services offered by the business.
K3: Client: How to obtain and handle client feedback both positive and negative, the information required from clients to resolve an issue and when to ask for help.
K4: Reputation: How to protect the business reputation based on values, vision, aims and behaviours. The importance of maintaining a good reputation with clients, competitors and within the local area.
K5: Reputation: Client types and the local community demographic. The benefit to yourself and the business of forming professional relationships. The acceptable boundaries of professional relationships.
K6: Reputation: How technology, including social media is used in the business and how it contributes to the business reputation.
K7: Team: How to support and influence the team positively, recognising how all colleagues and teams are dependent on each other to meet business objectives.
K8: Team: Different types of teams, third party team members and stakeholders within the wider team and how strengths and weaknesses affect team dynamics
K9: Legal & Governance: The legislative requirements, duties and responsibilities of the business. The policies and procedures of the business regarding the deceased when they are in own premises or third party locations, identification, release of ashes, personal effects, notifiable diseases and specialist services.
K10: Personal Development & Performance: How personal development and performance contributes to success of the business. How to identify personal goals and development opportunities and the support / resources available to achieve these. Different learning styles.
K11: Products & Services: The full range and unique selling points of products and services offered by the business. Where to find information regarding specialist products and services for example exhumation, repatriation and burial at sea.
K12: Arranging: The businesses’ process for the care of the deceased. The third parties involved and the role they play in delivering client needs. How to plan/arrange a funeral according to client’s needs within legislative boundaries and local constraints, rules and regulations. The importance of accurate calculation and completion of the client contract and the implications to the business if not completed properly.
K13: Administration/Finance: The principles of operating commercially in a competitive industry. The business administration / finance systems and how invoices are created.

S1: Client: Use appropriate methods of communication including non- verbal, verbal, written and social media. Use clear language in all communication, verbal and written, seeking help when it is required.
S2: Client: Use clear, relevant and empathetic communication to establish clients’ needs and satisfy their requirements. Deliver excellent service during all interactions, including phone, face-to-face, electronic and postal communications.
S3: Client: Apply business policies and procedures to handle client concerns, complaints and compliments. Deal with client feedback within the limits of your own authority, sharing positive comments, escalating negative comments and finding solutions where possible.
S4: Reputation: Operate within the business values when dealing with clients and team members in all daily activities.
S5: Reputation: Engage in professional relationships with clients, communities and other stakeholders in order to help build a positive public reputation. Report any instance where the reputation of the business could be / has been damaged.
S6: Reputation: Use technology including social media in line with business requirements.
S7: Team: Support team members to ensure that the services provided are of a high quality, delivered on time and as required.
S8: Team: Adapt positively to all types of team leaders, team members and different types of team within the business in which you work.
S9: Legal & Governance: Comply with legal and business requirements whilst conducting all services. Follow business policies and procedures relating to third party locations of the deceased, identification, release of ashes, personal effects, notifiable diseases and specialist services.
S10: Personal Development & Performance: Take ownership for own learning development and performance. Carry out personal development activities. Identify your own learning styles.
S11: Products & Services: Take a proactive approach to providing clients with product and service information within your area of responsibility. Offer information and assistance with specialist services and products.
S12: Arranging: Arrange, plan and assist in visits to the deceased, ensuring client’s needs are respected at all times. Arrange at need or pre need funerals according to clients requirements, maintaining accurate records of all products and services ordered. Complete, discuss and agree client contracts efficiently and according to business guidelines. Gather and collate feedback from clients using the businesses approved systems and communication methods.
S13: Administration/Finance: Access and use systems accurately, efficiently and within legislation requirements. Maintain precise records of all products and services purchased by clients. Ensure the timely receipt of payments and finance agreements.

B1: Client: Confidently interact with clients adapting to the needs of the individual during the grieving process. Communicate politely at all times. Show respect when communicating with all clients and third parties.
B2: Client: Communicate clearly and with empathy at all times.
B3: Client: Professionally and calmly, work with clients to resolve concerns, complaints and use compliments effectively in the funeral business.
B4: Reputation: Support the reputation of the business by providing a professional service to clients, knowledgeable of how it compares to competitors.
B5: Reputation: Treat all clients and colleagues with respect and work positively within the local community.
B6: Reputation: Actively promote the reputation of the business by using social media and business technology tools responsibly.
B7: Team: Be conscious of the impact of personal behaviours on the team by a consistent, positive and professional approach.
B8: Team: Consistently exhibit respect and work positively with team leaders and team.
B9: Legal & Governance: Operate in an honest and trustworthy way demonstrating integrity in all duties respecting the dignity of the deceased at all times.
B10: Personal Development & Performance: Reflect on own ways of working and with support from your line manager, actively create and implement a personal development plan.
B11: Products & Services: Promote the products and services offered by the business. Consistently work to personalise the funeral to the needs of the deceased, client, family, and friends.
B12: Arranging: Confidently communicate with clients and third party service representatives with understanding, empathy and integrity. Use own initiative when carrying out arranging activities.
B13: Administration/Finance: Consistently prioritise and arrange financial records and client accounts. Consistently review information and clerical processes for errors and make corrections before finalising administration / financial duties.

Occupational Progression

This occupational progression map shows technical occupations that have transferable knowledge and skills.

In this map, the focused occupation is highlighted in yellow. The arrows indicate where transferable knowledge and skills exist between two occupations. This map shows some of the strongest progression links between the focused occupation and other occupations.

It is anticipated that individuals would be required to undertake further learning or training to progress to and from occupations. To find out more about an occupation featured in the progression map, including the learning options available, click the occupation.

Progression decisions have been reached by comparing the knowledge and skills statements between occupational standards, combined with individualised learner movement data.

Technical Occupations

Levels 2-3

Higher Technical Occupations

Levels 4-5

Professional Occupations

Levels 6-7

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Level 4

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