Funeralcare Team Leader
4 weeks ago
About the Role
We are seeking a highly skilled and experienced professional to join our Funeralcare team as a Funeralcare Team Leader. As a key member of our 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, regulatory requirements, and industry standards.
- Develop and maintain strong relationships with clients, families, and colleagues to deliver exceptional client experience.
- Supervise and mentor colleagues to ensure they have the necessary skills and knowledge to deliver high-quality services.
- Support the Area Client Experience Manager in developing and evolving the client experience proposition.
- Deputise for the Area Client Experience Manager in their absence, ensuring the smooth operation of the Area.
- Ensure compliance with regulatory requirements, industry standards, and company policies.
- Manage and administer funeral consultations, funeral plan sales, memorialisation orders, and aftercare services.
- Conduct Reflection Room visits and ensure correct care and ownership of the deceased is maintained.
- Support the Area Client Experience Manager with payroll, overtime, rotas, recruitment, training, compliance visits, complaints, and other operational matters.
- Receive payments from clients and complete administration of financial documentation.
- Ensure security and standards of our premises and company equipment.
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.
- Strong customer service management skills 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.
Benefits
- Salary of £29,000.
- 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 & development programmes.
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