Funeralcare Operations Manager
5 days ago
At Southern Co-op, we're committed to delivering exceptional end-of-life care and support to our communities. As a Funeralcare Operations Manager, you'll play a vital role in ensuring the smooth operation of our funeral homes, providing funeral plan sales, and delivering outstanding client experiences.
Key Responsibilities:
- Manage and support all enquiries in line with company procedures, the Funeral Director Code, and FCA regulations.
- Become FCA certified to sell funeral plans, ensuring 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, conducting Reflection Room visits.
- Supervise colleagues, inspiring them to deliver exceptional care, support, and experiences to clients, families, and deceased.
- Support the Area Client Experience Manager in developing and evolving 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 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).
- Able to achieve FCA certification and advanced knowledge in relevant FCA-related regulations and their responsibilities.
- Demonstrate an 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 £29,000.
- 31 days of annual leave (including bank holidays), increasing 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 skills through apprenticeships and in-house training and development programmes.
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