Service Delivery Lead

2 months ago

Edinburgh, United Kingdom Dignity Funerals Full time

Job Advert

At Dignity, we are proud to work in a unique industry. We succeed by helping people through difficult times with compassion, respect, openness and care.

We are currently looking for a professional and compassionate individual to join our collaborative and committed team as a Service Delivery Lead at Barclays Care Centre, covering Edinburgh. Our values: Professional, Compassion, Respect & Knowledge form the basis of all our interactions and recognising this, you will be giving back to families in a critical time, whilst ensuring that their loved ones are treated with the utmost respect and dignity.

The Service Delivery Lead has ultimate accountability for the efficient and smooth running of their assigned Care Centre. They are 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 the branches that it serves. The performance of the Care Centre has a significant impact on our overall Client satisfaction and wider business reputation which the Service Delivery Lead will influence. The Service Delivery Lead will be an ambassador for our Company and reliably model the behaviours and values it represents.

Alongside a highly collaborative, dedicated and supportive management team, we will give you the room to stretch and develop within the industry. With both training and learning opportunities, our dedicated Learning and Development team and management team will ensure that you are delivered full training to confidently perform this role and will also aim to promote your progression. Alongside this, Dignity Plc really believes in our people, so you will also have access to a wide range of Mental and Financial Well-being tools, access to financial support and a broad range of benefits.

This is a full time permanent position working Monday - Friday 08:00am -16:00pm, with an annual salary of £31,620.00.

**What Will I Be Doing As A Service Delivery Lead?**
- 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 is 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 in order to best effect operational decisions, encouraging all staff within remit to do the same
- Work with and provide support to the Head of Region, Business Leaders, 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
- Conduct funerals as and when required

Other duties will include:

- Client Service measurement (e.g., Funeral Standards Survey satisfaction ratings)
- Cost elements of management accounts, i.e., overtime, fleet costs
- Quality standards provided by the mortuary, workshop and funeral teams (e.g., feedback from front of house teams, clients etc)
- Speed and accuracy of production of requested reports
- Health and Safety assessment scores
- Some of our posts will require you to assist our on-call rota at night and at the weekend, though this will be fully discussed with you throughout the recruitment process.

**What Do I Need?**
- Committed to the provision of excellent stakeholder service
- Committed to ensuring that the deceased are always treated with dignity
- Previous management/supervisory experience
- Numeracy and literacy skills
- IT skills including MS Office packages and video conferencing
- High level of logístical skill and reasoning ability
- Strong communication skills
- Holds full, clean UK driving licence

Advantageous:

- Previous experience in the industry, though this is not required, as full training will be provided.

**What are the next steps?

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