Aura Angel - Funeral Arranger

Job Title: Aura Angel Department: Customer Service Team Reports To: Head of Customer Service Salary Band £26k - £30k Role Overview As an Aura Angel, you will be a central figure in delivering exceptional, compassionate support to families navigating end-of-life arrangements. You will act as a calm, knowledgeable, and empathetic presence, guiding customers through every step with care and clarity. Main Duties Customer Support & Communication

• Serve as a trusted first point of contact for customers arranging immediate cremations.
• Communicate Aura's offering clearly and empathetically, explaining funeral options and inclusions.
• Represent the Aura brand with warmth, professionalism, and deep respect in every customer interaction. Funeral Arrangement Coordination
• Collect and record all essential details to initiate and manage funeral arrangements.
• Guide families through logistical planning, ensuring all elements of the funeral are handled with dignity and precision.
• Provide low level emotional support and “hand-holding” throughout the process, especially during times of grief. Data & Process Management
• Accurately capture, manage, and securely store sensitive customer information, in line with Aura's data protection protocols. Partner Engagement
• Identify and make timely referrals to trusted partners for services including legal, financial, and memorial services. Key results
• Hitting sales and conversion targets
• Completion of all funeral arrangements within agreed Service Level Agreements (SLAs)
• Adherence to complaint targets and contribution to consistently low complaint rates
• Achievement of agreed partner referral rates