• Full time, Fixed term (Until August 2026)
• One RDO (Rostered Day Off) per month
• Salary: EBA Level 2.1 ($77,566.99+Super)
• Location: Fawkner

The opportunity

The position of a Customer Experience Assistant is a fixed-term contract role running until August 2026. The role will form part of the Customer Experience team within the Directorate of Operations. The Operations Directorate provides the first point of contact for families and stakeholders and supports and guides them through a range of services, delivered with certainty in an environment representing care and compassion. Each role within the directorate has an opportunity to positively impact the community. 

Key Responsibilities are but not limited to

General Enquiries

• Respond to all enquiries as first point of contact
• Record and manage complaints (CRM)
• Process and administer ROI enquiry
• All administrative and clerical duties associated with customer requests, processing payments or other activities via appropriate channels.
• Permit enquiries and approvals.
• Process VMIA (insurance claims) processes.
• Book Sales Appointments
• Deceased search locations and funeral services information.
• Assist with promotional material.

Reception

• Respond to all enquiries as first point of contact (walk in)
• Record and manage complaints (CRM)
• Process and administer ROI enquiry
• All administrative and clerical duties associated with customer requests, processing payments or other activities via appropriate channels.
• Permit enquiries
• Book Sales Appointments
• Deceased search locations and funeral services information.
• Assist with promotional material.
• Assist customers and clients with the collection and handover of cremated remains and administer relevant processes in line with policies and procedures of GMCT.
• Maintain a clean and presentable Cremation Room and reception – ensuring it is in order, sanitised, well stocked with GMCT brochures, price lists and general information.

To be successful in this position you will require:

• Qualification within the Business/Administration field or relevant experience in a similar or comparable role.
• Highly developed written and verbal communication skills and interpersonal skills.
• Ability to manage emotions when faced with demanding and sensitive situations on a regular basis.
• Demonstrated acceptance and understanding of cultural diversity.

A career with us:

Our people are our most valued asset – we understand the importance of providing a rewarding, inclusive and supportive work environment where all people are empowered to bring their best selves.

We offer:

• Comprehensive induction program
• One RDO (Rostered Day Off) per month
• Free onsite car parking
• A collaborative team that fosters growth and innovation
• Employee Assistance Program to support our employees and their family’s overall wellbeing

How to apply:

Please ensure you include a cover letter as part of your application. We would like to know why you are interested in the role, and how your skills, knowledge, experience and qualifications are applicable to the role.

Applications close Thursday, 27 August 2025

For a confidential discussion, please contact Saoirse Brenock 0428 431 631

Please apply via our careers site by following the link below:

https://gmct.elmotalent.com.au/careers/gmct/jobs

To view the Position Description for this role, please [click here]. (*Please note if you are viewing this from Seek or LinkedIn you will need to find the job ad on our careers page for the link to open.). The link to our careers page is https://gmct.elmotalent.com.au/careers/gmct/jobs

This position requires the successful candidate to undergo a pre-employment medical, police check.

GMCT is a Supportive Employer of Australian Defence Force Reservists.
GMCT is an Equal Opportunity Employer.

We encourage applications from people of all ages, nationalities, abilities and cultures, including Aboriginal and Torres Strait Islander people, the LGBTQI+ community and people living with disability. We are happy to adjust our recruitment process to support accessibility needs - so reach out to us at myhr@gmct.com.au

What we do

The Greater Metropolitan Cemeteries Trust (GMCT) is a not-for-profit, purpose driven organisation - and we give effect to that purpose through our staff.
We take pride in the quality of our team. We are committed to the development of our team and foster a dynamic and people centred work culture that is dedicated to fulfilling our vision.

We are a business that truly live and breathe our values of integrity, compassion, respect and sustainability, and our team genuinely cares for and supports one another.