• Permanent, Part time (22.8 hours across five days)
• Salary: EBA Level 2.1 ($46,540.19 + 12% Super)
• Location: Fawkner

The opportunity

The role will form part of the Customer Experience team within the Directorate of Customer. The Customer 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

Level 2: Reception + General Enquiries + Bookings

This role is the entry level for the Customer Experience Officer role (General Enquiries/Bookings/Reception). New staff will undertake training in all three disciplines within their first 12 months of employment. At 12 months if staff are competent in all three disciplines they can progress to Level 3 on a rotating roster.

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

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
• 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.

Bookings

• Service bookings including FIA, viewings and associated Services (setup, special requests, streaming, catering etc)
• Review and co-ordinate with One Room live stream services and ensure quality of service.
• Process and administer ROI enquiry
• Accurately record the service requirements and conditions relating to the burial or cremation by entering information into cemetery systems.
• Confirm all booking details with the relevant departments within GMCT.
• Assist in the coordination of plaque placements, collection and interment of cremated remains for customers.

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
• Fantastic Training and Development opportunities
• Free onsite car parking
• Employees provided with uniform, PPE and Laundry services
• A collaborative team that fosters growth and innovation
• Employee Assistance Program to support our employees and their family’s overall wellbeing

Please ensure you include a coverletter 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 Tuesday 26 May 2026

For a confidential discussion, please contact Zana Friend 0438 885 294

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.