The Ballarat General Cemeteries Trust is a not-for-profit organisation established under the Cemeteries & Crematoria Act, Victoria 2003.

Our mission is ‘Remembering the past, Caring for the present, Planning for the future’.

Located in a beautiful botanical setting rich with history, Ballarat Cemeteries is an innovative leader in providing cremation, burial, and memorial services to our community. We currently operate two cemetery sites and conduct over 2,000 cremations and 300 burials each year.

We are seeking a compassionate individual to join our Client Services Team, as a Client Services Officer in a frontline role supporting our cemeteries. This busy position requires someone who can offer respectful and empathetic support, providing clear communication and gentle guidance as families navigate their memorial and cemetery decisions. The ideal candidate will be highly professional, culturally sensitive, and detail-oriented, with the ability to manage delicate situations with care and discretion. A calm presence, strong interpersonal skills, and a genuine commitment to helping others are essential for success in this deeply meaningful and rewarding role.

The Client Services Officer will often be the first point of contact, providing with reception services including responding to enquiries with empathy and understanding. Support historical research, including access to deceased records dating back to the mid-1800s. Another key part of your role will involve guiding families through the cemetery grounds, providing information and helping them choose meaningful resting places for themselves or their loved ones, and supporting the selection of appropriate memorial products and services.

You will also be responsible for preparing and managing essential administrative documents in accordance with legislative requirements and point-of-sale procedures. Additionally, you will work closely with Funeral Directors to coordinate and schedule burial and cremation services with the utmost professionalism, and with Monumental Masons to plan and establish memorials in accordance with relevant regulations and design guidelines.

In return, Ballarat Cemeteries offers a warm, supportive, and inclusive work environment where your contributions are genuinely valued. You’ll have the opportunity to grow both personally and professionally while making a meaningful difference in the lives of others within this unique and rewarding industry.

Strong organisational values and principles underpin our workplace, made up of Client Services, Grounds and Operations and Crematorium Teams, together we take pride in our commitment to sustainable environmental management of our grounds.

If you would like to join our team, please submit your application via this Seek advertisement by 9:00 PM on Sunday, 17 August 2025. You must include your resume and cover letter, addressing the selection criteria, as detailed in the Full Position Description below.

Position Description - Client Services Officer

This position is located within the Client Services Team of Ballarat Cemeteries and reports directly to the Client Experience Manager. The role primarily involves providing administration and client services to the organisation, families, funeral directors, monumental masons, and the broader community.

The position requires emotional maturity and awareness to effectively navigate and manage an environment where grief and bereavement are present.

Personal Attributes of the Client Services Officer:

Strong Communication Skills: Clearly conveys information, ensuring transparency and understanding in all interactions.

Integrity & Respect: Demonstrates honesty, trustworthiness, and respect in all professional interactions.

Emotional Intelligence: Identifies and manages stress and sensitive situations with maturity, empathy, and compassion.

Dependability & Strong Work Ethic: Reliable, punctual, and committed to high standards and organizational policies.

Organisational Skills: Efficiently manages tasks, prioritizes competing demands, and maintains accuracy that supports not only themselves but their greater team.

Cultural Awareness & Sensitivity: Respects and values cultural diversity, creating an inclusive environment underpinned by curiosity and open-mindedness.

Client-Centered Approach: Compassionately addresses client needs, ensuring they feel valued and supported.

Team Collaboration: Actively engages in fostering a collaborative and supportive team environment by sharing knowledge, offering assistance to colleagues, and contributing to a positive, inclusive atmosphere that promotes mutual respect and teamwork.

Commitment to Professional Development: Eager to engage in ongoing learning and skill development to meet evolving role demands.

Key Responsibilities and Accountabilities

Professional Client Interaction: Present a professional, empathetic, and mature approach to clients, especially in sensitive situations.

First Point of Contact: Act as the primary point of contact for client families, funeral directors, monumental masons, and the public, assisting with a broad range of inquiries and service delivery through client-facing, telephone and email. Support archival searches through deceased records searches, historical documents, and maps.

Service Knowledge: Support community needs by informing and coordinating at-need and pre-need arrangements for burial, cremation, memorials, plaques, and urns.

Scheduling & Coordination: Coordinate, schedule, and process bookings for burials, cremations, and other related services.

Internal Collaboration: Work closely with internal staff to ensure the seamless delivery of services across multiple teams.

IT: Utilise Microsoft Office Suite (Outlook, Word) to manage tasks and communications effectively. Collaborate effectively using electronic media, including online tools and video conferencing, to communicate and work with others.

Data Management: Accurately collect and enter data into Byond, Sage, and plaque design software systems.

Written Correspondence: Prepare timely, clear and professional written communication for clients and colleagues.

Point of Sale and Banking: Assist with point of sales transactions, reporting and reparation of banking and related administrative tasks.

Attention to Detail: Ensure accuracy and attention to detail in all administrative and client-related tasks.

Confidentiality: Demonstrate a strong understanding of the confidential aspects of cemetery operations and adhere to organisational policies.

Time Management & Prioritisation: Effectively manage time and prioritise tasks to meet deadlines.

Teamwork & Flexibility: Work collaboratively within a skilled team, demonstrating exceptional communication skills, adaptability and flexibility in a dynamic environment.

Safe Work Practices: Commit to and uphold safe work practices in all tasks and activities.

Event & Community Engagement: Support and participate in community engagement activities and events as required.

Sustainability: Adhere to sustainability principles within the workplace, supporting our Environmental Sustainability Plan

Compliance: Ensure compliance with all internal policies, procedures, and the organisation’s code of conduct.

Qualifications & Skills

Experience: Demonstrated experience in administration and client services, showcasing a strong ability to manage administrative tasks while providing excellent customer service.

Time Management: Strong ability to manage time effectively, with a focus on self-organization and the ability to prioritize tasks to meet deadlines and ensure efficient workflow.

Driver’s Licence: Valid, current driver’s licence is required.

Communication Skills: Strong verbal and written communication skills to effectively engage with clients, colleagues, and other stakeholders.

Client Support Experience: Proven ability to provide emotional support to clients, demonstrating empathy and understanding.

Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) with efficient keyboarding skills and data accuracy (practical test may be requested). Experience with electronic media, including online collaboration tools and video conferencing, is highly desirable.

Software & Systems Proficiency: Ability to quickly learn and adapt to new purpose-built software and systems.

Literacy & Numeracy: Excellent literacy and numeracy skills, with attention to detail.

Administrative Knowledge: Knowledge and experience working with office systems, administrative procedures, and organisational standards.

Selection Criteria:

Customer Service Excellence: Proven ability to deliver high-level customer service to staff, clients, and the community, ensuring satisfaction and effective resolution of inquiries.

Administrative Support Skills: Proven ability to provide timely, accurate, and efficient administrative support, including managing phone inquiries, maintaining client management systems, point-of-sale and financial systems, and managing record-keeping processes.

Communication Skills: Strong interpersonal, written, and verbal communication skills, with the ability to engage effectively with diverse audiences.

Professional Liaison: Ability to liaise professionally with a broad range of internal and external stakeholders, fostering positive working relationships and clear communication.

Teamwork & Collaboration: Demonstrated ability to work flexibly within a team to achieve shared goals, contributing to collaborative outcomes and maintaining effective team dynamics through a supportive and respectful team environment.

Microsoft & Technology Proficiency: Competency in using Microsoft Office Suite (Word, Excel, email) and other relevant software applications, including online collaboration tools and video conferencing platforms.

Time Management & Organisational Skills: Highly developed skills in managing time effectively and organizing tasks, ensuring deadlines are met without compromising quality.

Sensitivity in a Professional Environment: Demonstrated understanding of the unique and sensitive nature of working within a cemetery environment. Proven ability to respond with maturity, discretion, and professionalism when supporting grieving or emotionally affected individuals, always offering empathy and compassionate support.

Confidentiality & Integrity: Strong understanding of the importance of confidentiality and integrity, ensuring sensitive information is managed securely and ethically.

Flexibility in Hours: Ability to work the hours as rostered, demonstrating flexibility and reliability in meeting organisational needs.

National Police Check Compliance: Willingness to undergo a National Police Check. Note: Appointment to this role is subject to the successful completion of this check

COVID-19 Vaccination Compliance: Willingness and ability to provide evidence of ATAGI-recommended COVID-19 vaccinations as a requirement for employment.

Driver’s Licence: A current, valid Driver’s Licence is required to fulfill the responsibilities of the role.

The position description should be read carefully as this describes the core duties and requirements of the position and outlines the criteria used as a basis for selecting the most appropriate person for the job.

Employment Conditions

All indoor staff are paid in line with the Ballarat General Cemeteries Enterprise Bargaining Agreement.

Fortnightly pay

15 days cumulative sick leave each year (pro rata)

SGL superannuation employer contribution

20 days annual leave cumulative each year (pro rata)

Employee support program (access to counselling, physiotherapy, hearing and skin checks and vaccinations)

Uniform provided

Hours specific to the role as agreed upon at commencement.

Benefits

Working for Ballarat Cemeteries offers access to a range of valuable benefits, including:

Community Impact: Be part of a team dedicated to supporting and serving the local community.

Variety & Flexibility: Enjoy diverse responsibilities with flexibility in your role.

Supportive Work Environment: Work in an inclusive, values-driven team that celebrates diversity.

Innovative & Sustainable Employer: Join an industry-leading, sustainability-focused organization committed to innovation.

Organisational Initiatives: Contribute to projects and events that positively impact the community.

Historically Significant Work Site: Work in a unique, historically meaningful environment.

Beautiful Botanical Grounds: Enjoy the serene beauty of the cemetery’s well-maintained botanical gardens.