Retail Team Leader

2 weeks ago

Sandhurst, Bracknell Forest, United Kingdom Southern Co-op Full time

Job Summary:

Southern Co-op is seeking a highly skilled and compassionate Funeralcare Operations Manager to join our team. As a key member of our Funeralcare team, you will be responsible for planning and supporting the day-to-day operations of the Area, providing funeral home cover, delivering funeral plan sales, and ensuring the delivery of exceptional client experience.

Key Responsibilities:

  • Manage, support, and process all enquiries in line with company procedures, the Funeral Director Code, and FCA regulation.
  • Become FCA certified to sell funeral plans and ensure fair treatment of clients.
  • Arrange and administer funeral consultations, funeral plan sales, memorialisation orders, and aftercare services in line with company policies, statutory legislation, internal KPIs, and the Funeral Directors Code.
  • Ensure correct care and ownership of the deceased is maintained and delivered, and conduct Reflection Room visits.
  • Supervise colleagues and inspire them to deliver exceptional care, support, and experience to clients, families, and deceased.
  • Support the Area Client Experience Manager to develop and evolve the client experience proposition.
  • Deputise, support, and assist the Area Client Experience Manager with matters including payroll, overtime, rotas, recruitment, training, compliance visits, complaints, and any other operational matters.
  • Receive payments from clients and complete administration of financial documentation, petty cash, and weekly bookwork.
  • Ensure security and standards of our premises and company equipment.
  • Be proactive in community engagement initiatives to become the community's choice.

Requirements:

  • Previous experience in end-of-life services (desirable).
  • Ability to achieve FCA certification and advanced knowledge in relevant FCA-related regulations and their responsibilities.
  • Understanding of the needs of the bereaved in a caring, supportive, and empathetic manner.
  • Strong customer service management in an operational environment with commercial and financial awareness.
  • Excellent organisational skills and high attention to detail.
  • Computer literate with experience of Microsoft Office.
  • Consistently self-motivated and uses initiative in problem-solving and decision-making.
  • Team player with strong influencing, presentation, and communication skills at all levels.

Benefits:

  • Salary of £29,900.
  • 31 days of annual leave (incl. bank holidays) increasing over time to a maximum of 36 days after 10 years' service.
  • 20% discount in stores.
  • Healthcare cash plan.
  • Share incentive plan.
  • NEST pension.
  • Opportunities to develop your skills through apprenticeships and our own in-house training and development programmes.

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