FUNERAL ARRANGEMENT CONSULTANT (FAC)

ROLE PURPOSE The Funeral Arrangement Consultant (FAC) is responsible for assisting bereaved families through the funeral arrangement process, ensuring professional guidance, empathetic communication, and smooth coordination between the family, funeral home staff, cemeteries, and service providers. The role requires strong interpersonal care, administrative accuracy, and the ability to manage multiple arrangements simultaneously while maintaining Covisions service excellence standards. KEY PERFORMANCE INDICATORS (KPIs) Accuracy of arrangement documentation Quality and execution of funeral service delivery Client satisfaction and feedback Operational readiness and scheduling efficiency Communication turnaround time with families Error-free administrative and financial handling COMPETENCIES & ATTRIBUTES Compassionate and emotionally mature Professional, respectful, and client-focused Strong leadership and team discipline High attention to detail Calm under pressure Integrity, reliability, and confidentiality Community presence and relationship-building skills Problem-solver with strong operational understanding MINIMUM REQUIREMENTS Certificate/Diploma in Business Management or Operations Minimum 12 years experience in: Funeral arrangement, OR Customer service in a high-contact environment, OR Administrative role involving sensitive client interaction Strong communication skills in English Sesotho/Setswana Must be emotionally mature, compassionate, and professional Ability to work under pressure, during weekends, and after hours (when required) ADVANTAGEOUS QUALIFICATIONS (Not compulsory) Funeral services / mortuary operations training Customer care or hospitality qualification Grief counselling training or background First Aid or Health & Safety awareness Drivers licence (advantage for removals/field coordination)