Funeral Team Member

Funeral Team Member

On a funeral team member apprenticeship course, you’ll learn to create an excellent first impression, put clients at ease, take information, answer questions or find answers.

A funeral team member is the company’s first point of contact, so they must create an excellent first impression, put clients at ease, gather information, answer questions, or find answers, and build excellent client connections and trust while maintaining its image.

As a member of the funeral team, you will be expected to make a positive difference in your clients’ lives at a challenging and emotional time, and contact with the deceased is an essential component of any employment in this industry.

Working with people and having a strong desire to serve and support customers makes it a rewarding and meaningful job with many career options. Members of the funeral team will be assigned to one of two positions.

A funeral team member works with the funeral director to organise funerals and pre-payment arrangements and manage customer queries, sales, and aftercare, either on or off-site. This position entails administration as well as payment reconciliation.

What you’ll learn

On a funeral team member apprenticeship course, you’ll learn to:

  • Use appropriate communication methods, such as nonverbal, verbal, written, and social media. Use simple language in all oral and written interactions, and seek help when needed.
  • Use clear, relevant, and empathetic communication to discover consumers’ needs and fulfil their expectations. Provide outstanding service in all interactions, including phone, in-person, email, and postal exchanges.
  • Handle client issues, complaints, and compliments in line with the company’s policies and procedures. Deal with consumer feedback within your authority, sharing positive feedback, escalating bad feedback, and finding solutions where possible.
  • Engage in professional relationships with clients, communities, and other stakeholders to help create a positive public image. Report any incidents in which the company’s reputation may have been or has been damaged.
  • Utilise technology, especially social media, in line with the requirements of the business.
  • Assist team members in ensuring that services are of high quality, provided on schedule, and in accordance with the specifications.
  • Adapt well to different team leaders, team members, and team types within the business where you work.
  • Ensure that all services are performed in compliance with applicable laws and regulations.
  • Follow business policies and procedures for third-party gravesites, identification, ashes discharge, personal goods, notifiable diseases, and specialised services.
  • Accept responsibility for your learning, development, and performance. Take part in activities for personal growth. 
  • Proactively provide product and service information to consumers within your area of responsibility. Provide information and assistance about specialised services and products.

Entry requirements

You’ll usually need:

  • GCSEs, usually including English and Maths, or equivalent, for an intermediate apprenticeship.
  • Apprentices without level 2 English and maths will need to achieve this before taking the end-point assessment.

Assessment methods

The End Point Assessment comprises three distinct assessment methods: 

  • On-demand test
  • Practical demonstration:
  • Professional discussion

Duration and level

  • Duration: 12 months
  • Level: 2 – Intermediate Apprenticeship

Apprenticeship standard

More information about the Level 2 Funeral Team Member Apprenticeship standard can be found here.

Apprenticeship end point assessment

For more information about the End Point Assessment Process, please read the Institute of Apprenticeships’ information page.

Updated on October 2, 2022

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