The Metropolitan Cemeteries Board (MCB) are the caretakers of Perth’s cemeteries, entrusted to commemorate the lives of Western Australians now and into the future.  We respectfully help family and friends honour the lives of loved ones and safeguard memories for future generations.

We currently have one(1) permanent full-time opportunity for a Team Leader in Customer Services working at Karrakatta Cemetery. Suitable applicants will be placed into a pool to be considered for future vacancies at all Metropolitan Cemeteries Board sites.

About you

• You are an experienced customer service officer who takes pride in delivering excellent service while adhering to processes.
• You care about ensuring customers’ service needs are met in a caring, compassionate and efficient manner.
• You have strong attention to detail, auditing and recording information accurately, and keeping customer databases up to date.
• You enjoy developing your team members by coaching them, modelling best practice behaviours, and consistently upholding the Code of Conduct.  
• You flourish in a team environment, motivating and promoting a positive work culture.
• You are comfortable liaising with team leaders across multiple locations to ensure suitable distribution of resources.

About the role

We are seeking a hands-on Team Leader with the capacity to think through complex customer concerns and understands their team. You will actively contribute to the leadership and development of a high performing team that provides seamless customer service to clients in our beautiful cemeteries.

The Team Leader Customer Services will be responsible for:

• Establishing and maintaining positive relationships with customers, ensuring their needs are addressed effectively and in accordance with legislation, MCB policy, procedures and guidelines.
• Prepares, maintains and audits cremation and memorial records to ensure completeness and accuracy.
• Provides on the job training/coaching and exhibits best practice behaviours to support team development and growth of Customer Service Officers in sales and ashes processing, emphasizing proactive engagement and conflict resolution.
• Processing and administration of forms, permits, invoices and other transactions, and maintaining meticulous records using our customer database.
• Prepares, maintains and audits cremation and memorial records to ensure completeness and accuracy.

This role reports to the Customer Services Coordinator and forms part of the MCB's wider Support Services Team.

Why you want to work at the Metropolitan Cemeteries Board

The MCB is an organisation with heart. Our work has an important role in supporting and caring for the WA community in times of grief. We provide a diverse and purposeful work environment that:

• encourages innovation and continuous improvement
• values self-leadership and emotional intelligence
• provides opportunity to do rewarding and challenging work
• provides flexible start and finish times, within operational requirements
• provides ongoing training and development opportunities
• remunerates you with Award based salary and leave entitlements plus 11.5% superannuation
• includes employee assistance and wellbeing programs to ensure your physical and psychological health in the workplace.

Equity and Diversity 

The MCB embraces diversity and firmly believes that the best services come from a workplace, where varied viewpoints are welcomed and encouraged every day. We are committed to creating an equitable and diverse workforce, where we encourage applications from people with disability, Aboriginal and Torres Strait Islander people, people from culturally diverse backgrounds, women, youth and people from sexual or gender diverse orientations.

If you have any access needs that may require adjustments to allow you to fully participate in the application and interview process, or alternative methods of communication, please contact Human Resources on 9383 5228. If you are an Aboriginal person who would like assistance with your application, please contact Jobs and Skills WA on 13 64 64. 

Further Job Related information 

For more information about these roles please contact Ms Janani Alvapillai, Customer Services Coordinator, on 08 9383 5293.

Please also refer to the attached Job Description Form and applicant information kit to assist you in preparing your application.  If you experience difficulties downloading any of these documents, please call Human Resources on (08) 9383 5228.

Find out more about the benefits of working at the Metropolitan Cemeteries Board at https://mcb.wa.gov.au/our-organisation/employment-opportunities.

How to apply

To be considered for an interview, please submit:

• your current CV outlining your work experience and skills as relevant to this opportunity.
• a covering letter of no more than 2 pages that demonstrate why you would be successful in the role, with particular attention to the work-related requirements below:
  1. Demonstrated experience in provision of excellent customer service customer service, with a focus on complaint resolution and relationship management.
  2. Experience leading and guiding a small team of Customer Service Officers
  3. Excellent verbal and written communication skills with the ability to convey complex information in a clear and understandable manner.
  4. Strong analytical and problem-solving skills to address customer concerns effectively.
  5. Demonstrated ability to empathize with customers and maintain composure in challenging situations.

Eligibility Requirements

1. The recommended applicant will need to provide a National Police Clearance prior to appointment that is less than 6 months old from date of issue or obtain one prior to appointment. A criminal conviction may not preclude you from gaining employment.
2. Australian permanent residency is a minimum requirement for permanent appointment to the West Australian Public Sector. To be eligible for a fixed term appointment you must have documentary evidence of your entitlement to live and work in Australia for the duration of the contract.

On-line application lodgement

Apply online by clicking on the “apply for job” button.

Please ensure you have plenty of time to submit your application to allow for unanticipated problems, as late and pro forma applications will not be accepted.

Applications close Friday, 24 October 2025 at 16.00.