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Customer Care Officer

Customer Care Officer

Advert closes on 20 Aug 2025

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Job ID:

6024

Grade 5 £29,064 - £32,061 (bar at £31,022) per annum pro rata

Permanent

Various

About The Role

Working Hours: 35 Hours Per Week

Contract Type: Full-Time, Permanent

Additional Payments: Casual Car Allowance

Closing Date: 20 August 2025

Closing time: 11.59pm

This role is subject to -

2 References - where possible we require 3 years' employment history.

Casual Car Documentation- The successful candidate will be a designated Casual Car User which means that car journeys may be necessary on an occasional basis, but are not essential to the role. If you do drive, you must always hold a full valid driving licence and provide your own car for use at work, as well as provide all the appropriate documentation. You will receive an allowance per mile of business use

Bereavement Services deliver in the region of 3,000 burial and cremation services each year in the Councils five cemeteries and one crematorium.

The Customer Care Officer role sits within the Customer Care Team which provides the administrative, financial and customer service function for the service.

Bereavement Services actively participates in community engagement, working with community groups so they play a key role in the delivery of the service, in line with the Our Manchester Strategy. Customer Care Officers are required to understand and keep up to date with Council policies, and legislation and procedures that are specific to the role, to ensure advice and support given to customers is accurate and appropriate. The post holder will provide a sensitive, professional and tactful service to a range of customers, which will include funeral directors and bereaved families.

Customer Care Officers main responsibilities include but are not limited to:

• Undertaking administrative duties in relation to burials, cremations and memorials. Completing relevant documentation, ensuring compliance with relevant policies, guidance and legislation.

• Liaising with bereaved families, service users and partner agencies to effectively deal with requests for service within designated timescales.

• Carry out the legal transfer of grave ownership.

• Dealing efficiently and courteously, with tact and diplomacy, to all queries and correspondence, both written and verbal from a wide range of internal and external customers.

• Providing a sales and advice service in a tactful and sensitive manner in relation to funeral packages and memorial products.

• Accurately processing payments for customers in line with Manchester City Council’s Financial Regulations.

• Undertaking financial reconciliations and banking for income received.

• Carrying out visits to graves and memorials within cemetery grounds to deal with issues relating to service delivery and customer care.

• When required, escorting funeral cortèges to the graveside, providing a ‘front of house’ service within chapels and assist with traffic management duties.

The Customer Care team is required to work with the Infrastructure teams across all cemeteries and the crematorium, to coordinate and communicate tasks ensuring smooth and efficient delivery of the service

About the Candidate

The role holder will assess the needs of the customer and be conversant and knowledgeable in specific subjects providing a detailed and comprehensive level of service advice where appropriate. The role holder will work as part of a team and contribute to the provision of a high quality service directly supporting service and organisational objectives.

Demonstrates an understanding of the views of others and communicates in a realistic and practical manner using appropriate language and medium, listens attentively to views and issues of others and responds to issues arising.

Analytical Skills: Ability to engage with stakeholders to identify information needs and to know how to go about obtaining the relevant information.

Planning and Organising: Demonstrate the ability to organize multiple tasks in the most effective way, and allocate time and energy according to task complexity and priority

Problem Solving and Decision Making: Is able to make effective decisions on a day-to-day basis, taking ownership of decisions, demonstrating sound judgement in escalating issues where necessary. Be logical in thinking and explain reasoning behind decisions or actions taken

ICT Skills: Skills to use ICT systems to obtain and analyse data and present it effectively through a variety of ICT channels

Administrative Skills: Ability to develop and maintain effective systems in a rapidly changing environment.

Financial Skills: Numeracy and accuracy skills to handle numbers confidently, collate information and keep accurate and reliable records to help with monitoring and reviewing financial resources

Research & Intelligence: Demonstrate the ability to analyse, organise and present research material in an appropriate format

To work flexibly across all cemetery sites as required by the service. This will require travel between cemeteries.

Commitment to undertake relevant training specific to the role.

About Us

We’re the local council for one of the UK’s most vibrant and diverse cities.

Working for Manchester isn’t just a job – it’s an opportunity to contribute to a city that leads change and transforms lives. Whether it’s strengthening communities or driving innovation in public services, you’ll play a vital role in creating opportunities and shaping a brighter future for everyone.

Our Manchester is our vision for a fairer, greener, and healthier city – a vision shaped by the people of Manchester. It guides everything we do at the Council and is brought to life through the Our Manchester behaviours:

We take time to listen and understand
We work together and trust each other
We show that we value our differences and treat each other fairly
We ‘own it’ and we’re not afraid to try new things
We’re proud and passionate about Manchester

Benefits we offer

Generous holiday allowance - Enjoy up to 26 days annual leave per year plus bank holidays. Increasing to 31 days after five years of local government service. Want more leave? You can purchase up to two additional weeks.
A buzzing pension - You’ll be enrolled in the UK’s largest local government pension scheme, with plenty of options to top up your benefits. Includes life cover of three-times your salary as a lump sum.
Enhanced parental and carers leave - Take advantage of our enhanced family leave options, designed to provide ample time for you to bond with your new born or support your family during critical life events.
Brilliant perks - Access a range of discounts, from saving on the weekly shop to holidays and days out with MCR+. Plus discounts on phone contracts, cycle to work scheme, free flu jabs and eye tests, and more.
Learn and grow - We are dedicated to nurturing talent and providing you with the tools to thrive. Take part in a diverse set of learning opportunities, from workshops and training sessions through to apprenticeships and qualifications. All this begins with our comprehensive onboarding process.
A Good Employment Charter member - We are committed to offering secure, flexible work and embedding fairness into everything we do. We review pay annually, recognize three trade unions, and are constantly working to offer the best possible health and wellbeing support throughout all stages of your working life.
Up to 3 days volunteering leave - Give back to the community with three days pro-rate of paid volunteering leave, in addition to existing benefits.

Creating an Inclusive Team at Manchester City Council

At Manchester City Council, we’re dedicated to creating a workplace that truly reflects the diversity of the communities we serve. We actively welcome applications from people of all ages and backgrounds, particularly from Black, Asian, and Minority Ethnic communities, Disabled people and young people.

Support During the Process

Interview Adjustments: Let us know if you need any adjustments to demonstrate your suitability during the interview.
Accessible Formats: Our ReciteMe tool can be accessed through the "Accessibility tools" button at the top of our careers page. This tool offers features like text-to-speech, translation into multiple languages, and adjustable text size and colour to make our site more accessible for everyone.

Guaranteed Assessment Scheme

We guarantee assessments for applicants who meet the minimum shortlisting requirements for the role and identify with at least one of the criteria below:

Members of the Armed Forces members or veterans
Current or former care leavers
Have a disability or long-term condition

When You Join Us

We’re a Disability Confident Employer, offering:

A workplace adjustment hub which provides specialist support, advice and guidance to ensure you have the adjustments needed to thrive at work.
Disabled Staff Network, Neurodiversity Staff Network and Mental Health Staff Network that provides a safe inclusive space to share experiences and opportunities to influence council practice.
A strong commitment to ensuring all information adheres to accessibility standards and that our workplaces are accessible and disability-friendly.

For more information about the role or any adjustments, email [email protected].

What we will need from you if you’re successful

In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. This is not a role we consider to be eligible for sponsorship under the Skilled Worker route based on Manchester City Council policy. Candidates are therefore encouraged to consider their own right to work options without the requirement for Manchester City Council sponsorship. 

Pre-Employment Checks

If you are successful in securing a position with us, the pre-employment checks required will depend on the role you’ve applied for. As a guide, these checks may include:

Proof of Right to Work: You’ll need to provide documentary evidence of your right to work in the UK. Please note, visa sponsorship is not guaranteed for this role.
References: We’ll require references from your current and previous employer(s).
Proof of Qualifications: Evidence of qualifications relevant to the role will be required.
Disclosure and Barring Service (DBS) Check: A criminal record check may be necessary, depending on the role.
Proof of Manchester Residency: For some roles, you may need to demonstrate that you reside within the boundaries of Manchester City Council.
Police Vetting: Some roles may require police vetting to ensure suitability for accessing sensitive law enforcement systems or information.
Baseline Personnel Security Standard (BPSS) Clearance: BPSS clearance is primarily used for roles that involve access to government data, systems, or assets. It ensures that individuals meet basic security requirements and can be trusted with sensitive information
Driving Licence: If the role requires driving, we’ll need evidence of your valid driving licence.

These checks are an important part of our commitment to ensuring the safety and security of our workforce and the community we serve.

Other relevant information

We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we’ll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role.

For more information about the role, please ensure that you read the role profile attached.

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