Job Description

• Permanent, full time role that requires travel throughout Auckland.
• Be the key liaison for families, provide guidance and support throughout the end‑of‑life service process.
• Step into 2IC role by providing leadership and operational support.

He angitūtanga: The opportunity

We’re seeking a Senior Business Services Chapel Specialist to join the South Cemeteries team. The role may require travel throughout the Auckland region supporting all our chapels.

Reporting to the Business Services Lead, this role delivers seamless chapel services across multiple sites, oversees technical needs, and ensures facilities are maintained and operationally ready.

Guiding families through the cremation process and serving as the primary point of contact for those navigating services without a funeral director. As a senior specialist, it also leads service‑delivery and team development. You will driving continuous improvements in customer experience via technology and creating a streamlined process.

The role requires flexibility and availability to work Monday to Saturday, including after‑hours when necessary, to support chapel services and to prepare for chapel services as required.

You can find the position description here

The remuneration range is between $80,000 - $87,000 depending on skillset and experience.

Te hiranga o tēnei mahi: Why this role matters

This role is critical to crafting an empathetic, dignified end‑of‑life experience for the communities of Tāmaki Makaurau, supporting people at some of life’s most significant and sensitive moments.

Ngā kawenga matua: Key responsibilities

As the key liaison for customers, you will provide advice and support to families throughout their journey by hosting chapel services that ensure all cultural and ethical traditions and rituals are upheld and respected.This role makes sure chapels, reception areas, lounges, and other facilities are tidy, well presented, and ready to support multiple daily services.

It also works closely with Facility Managers to identify and resolve maintenance needs so that all spaces remain safe, presentable, and fully operational. You will manage chapel resourcing and multi‑site scheduling, maintain a six‑day operational roster and coordinate on‑call coverage for services outside core business hours.

Other key responsibilities include:

• Providing back‑up support to the Business Services Lead for urgent operational requirements, including after‑hours situations when needed.

• Stepping up to provide leadership, operational oversight, and decision‑making in the absence of the Business Services Lead.

• Supporting the training, mentoring, and performance development of Business Services Representatives to ensure consistent, high‑quality service delivery and professional growth.

• Monitoring and managing Planned Preventative Maintenance (PPM) schedules and responding promptly to reactive maintenance needs, liaising with contractors and suppliers as required.

• Operating, maintaining, and troubleshooting AV and IT systems, providing expert technical support and resolving urgent issues quickly to ensure uninterrupted service delivery.

He kōrero mōu: About you

We’re looking for someone with a strong customer‑focused ethic and the ability to lead with empathy and sensitivity in a complex service environment. Experience working within the cemetery and crematorium sector would be an advantage.

This capability is further strengthened by high emotional intelligence and a commitment to honouring the cultural traditions and rituals of our diverse communities. You’ll bring proven experience leading teams and building constructive, collaborative relationships with a wide range of stakeholders.

What We’re Looking For:

• A degree-level tertiary qualification in Business or management, customer services, operations management or related fields

• 5+ years’ senior customer service experience in an operational environment ideally within funeral, cemetery or related service industry.

• Proven ability to manage rostering and resource allocation across multiple sites or teams, supported by a strong background in facilities management, including experience with PPM schedules and reactive maintenance processes.

• Technical expertise in AV/IT systems, including experience troubleshooting under pressure during live services or events, supported by formal training or certification in AV/IT, facilities management, or health and safety (desirable).

• Knowledge and understanding of the Legislation i.e. Burial and Cremation Act, Health and Safety Act, Local Government Act, Fair Trading, Commerce and Consumer Guarantee Acts.

Ngā āhuatanga kei a mātou: What we offer

At Auckland Council, you will join a dynamic, supportive environment where your mahi (work) will directly impact the lives of over 1.7 million Aucklanders. We offer flexible working conditions, a focus on well-being, and a culture of continuous improvement.

We are proud to be recognised for our commitment to diversity, equity and inclusion. We are accredited by GenderTick, a signatory of the Pride Pledge. These commitments reflect our ongoing efforts to create a workplace where all staff feel valued, respected, and empowered to thrive.

Together, we can create a Tāmaki Makaurau we can all be proud of. As part of our organisation, please view a range of our: benefits.

Me Tono Ināianei!: Apply Now!

Applications close: Sunday 22nd March at 12am NZDT

We are reviewing applications on a rolling basis as they come in so, please apply today to avoid disappointment!

If you have any support or access requirements, please advise us when submitting your application so we can assist you.

Our employer Kiwisaver contribution is additional to base salary offered.

#workingforauckland

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.