Team Lead, Cemetery Client Services and Administration

Bring your leadership, business acumen and commitment to exceptional service to one of the City of Edmonton’s most unique service areas. 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