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Service Delivery Lead
1 week ago
Full-time / Permanent
Abbey Funeral Directors, South Essex
There's more to funerals than you think...
At Dignity, we are committed to providing people with the highest standards of services and care, helping our clients every step of the way when they need us most.
We are focused on delivering the highest quality of service, with choice and flexibility for the best value for money.
Great service comes from great people who are all aligned with our purpose and vision, to be the UK's Leading Provider of End-of-Life Care.
We work in teams, and just like a family, we care for and protect our people and those that we look after.
We embrace our diversity, celebrate our differences, and help each other grow.Interested in becoming part of our family...?
We currently have an opportunity for a Service Delivery Lead to join our Head of Region, Nick Hougham and his dedicated team of funeral professionals who serve our communities in and around South Essex
What Will I Be Doing as A Service Delivery Lead?
As a Service Delivery Lead, you will be ultimately accountable for the efficient and smooth running of our care centre in South Essex, which helps serve our funeral homes in the surrounding areas operating 1000 funerals per year.
You will be responsible for the direction, performance, safety, well-being, and motivation of all colleagues who work in and from the Care Centre, and for ensuring that the Care Centre provides high-quality service and communication to all branches.
The Care Centre's performance significantly impacts our overall Client satisfaction and wider business reputation, which will influence you as the Service Delivery Leader.
As the Service Delivery Lead will be an ambassador for our Company, have objective lead processes and reliably model the behaviours and values it represents.
Other duties will include:
- Ensure consistent delivery of the highest levels of client service
- Proactively seek out and implement opportunities to improve the service levels provided to branches
- Ensure all members of staff have been trained to perform all functions of their job; and details of this training are recorded and regularly reviewed, providing refresher training where necessary
- Implement measures to monitor and improve operational efficiency within the service centre
- Manage, support, and work closely with the Funeral Service Operatives, Diary, Mortuary, Workshop and Administration teams
- Work closely with and build successful, respectful relationships with Business Leaders and their teams responsible for the branch network to best effect operational decisions, encouraging all staff within remit to do the same
- Work with and provide support to the Business Leaders, Regional Service Delivery Lead, Head of Region, other Care Centre Managers, and the greater area as required
- Understand the roles of and provide cover for colleagues within the Care Centre as necessitated by operational demand
What Do I Need?
- Previous experience in managing a large team, ideally within a logistics setting.
- Committed to the provision of excellent stakeholder service
- Committed to ensuring that the deceased are always treated with dignity
- IT skills including MS Office packages and video conferencing
- High level of logístical skill and reasoning ability
- Good team leadership (Essential)
- Processdriven (Essential)
- Holds full, Clean UK Driving Licence
- Previous experience in the industry, though this is not required, as full training will be provided.
What Do I Get?
- An annual salary of £32,000
- Life Assurance 2 x salary
- Full Uniform
- Pension Scheme
We are committed to creating an inclusive environment for all our employees; therefore, all our employment decisions are assessed based on qualifications, merit and business need.
What are the next steps?
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Equality, Diversity, and Inclusion Statement
Our Vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences.
We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and take decisive, informed, and bold action to promote inclusion and belonging.
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