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

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