As the Team Lead, Cemetery Client Services and Administration, you will lead a dedicated client care team supporting families and communities across seven municipal cemeteries, with services delivered across three customer-facing facilities. This unique role brings together people leadership, customer experience, sales and revenue performance, and regulatory responsibilities within a specialized service environment.
As a member of the Municipal Cemeteries leadership team, you will support day-to-day service delivery, coach and develop staff, build strong relationships with internal and external partners, and use business and industry trends to support service improvements and future planning. This is a great opportunity to broaden your leadership experience while working with both people and operations and contributing to a meaningful and essential City service.
What will you do?- Supervise, coach and develop Cemetery Client Care staff, fostering a positive, collaborative and engaged team environment. Lead recruitment and training, establish performance expectations, provide regular feedback and conduct performance reviews
- Manage scheduling, staffing and coverage across multiple locations, ensuring staff are trained and follow established City procedures, including cash handling
- Guide staff in assisting clients and families with pre-planned and at-need cemetery purchases and services, including complex or sensitive situations, and resolve customer concerns and escalations
- Monitor sales, revenue and inventory trends by cemetery location and product category to support operational decisions and provide recommendations to the Supervisor for strategic planning and capital development
- Contribute to the development and implementation of policies, procedures and services, and work with internal partners to enhance systems and operational processes
- Interpret and apply cemetery regulations, bylaws, policies and legislation, and provide guidance to staff in communicating requirements to families, clients and the general public
- Review and recommend updates to Municipal Cemeteries Regulations and related information, and review and approve ownership files and transfers
- Work with business partners, vendors, community groups, internal City teams and other stakeholders to support effective service delivery
- Provide oversight of cemetery sales contracts and group sales agreements, ensuring compliance with City standards, service requirements and applicable legislation
- Complete monthly revenue recognition, coordinate purchasing, respond to internal inquiries, and ensure established procedures and controls are followed
Qualifications:- Bachelor's Degree in Commerce, Business Administration, Public Administration or a related field
- A minimum 7 years progressively responsible work experience in a customer service, program development/administration and/or public facing environment in which at least 3-5 years supervisory experience is required.
Skills required for success: - Strong leadership skills with demonstrated ability to develop, coach and manage high-performing teams.
- Completion of a leadership training program/course work is an asset
- Excellent problem-solving and decision-making skills, with the ability to exercise sound judgment in complex and sensitive situations.
- Ability to manage multiple priorities, projects and operational requirements while meeting established timelines.
- Demonstrated ability to analyze, develop and implement policies, procedures and process improvements.
- Strong business acumen with the ability to use financial, sales and operational information to identify trends and support decision-making.
- Knowledge and ability to interpret bylaws, policies, procedures, collective agreements and applicable provincial and federal legislation
- Ability to guide and train staff in communicating complex or legislative information to cemetery patrons, including those navigating sensitive circumstances, and the general public.
- Understanding of cash handling procedures, purchase order processes and accounting principles.
- Advanced knowledge of Google applications and Microsoft Office programs, specifically Microsoft Excel and Google Sheets. Experience with SAP, AEGIS/ArcGIS Pro, ARIBA, iNovah and IVR is an asset; training in these systems will be provided.
- Strong relationship-building skills with the ability to work collaboratively with the public, civic departments, community groups, and internal and external partners and stakeholders.
- Excellent communication, customer service and organizational skills.
Conditions of Employment: - Valid Alberta Class 5 driver's license (or provincial equivalent). Must obtain business auto insurance for personal vehicle use on City business
- Hire is dependent upon a Police Information Check satisfactory to the City of Edmonton
Up to 1 permanent full time position Hours of work: 40 hours per week, Monday to Friday. Some evening and weekend work may be required.
Salary: $47.172 - $59.281 (Hourly); $98,495.14 - $123,778.73 (Annually)
Recruitment Consultant: PG/RF
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
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