Funeral Service Operations Manager

5 days ago

Camberley, Surrey, United Kingdom Southern Co-op Full time

Job Summary

We are seeking a highly skilled and experienced Regional Operations Manager to join our team at Southern Co-op. As a key member of our operations team, you will be responsible for managing and developing our Funeral Service Operatives team to deliver exceptional customer experiences across all support centres and back of house operations.

Key Responsibilities

  • Manage and deliver business objectives to ensure all funerals are delivered in a professional, caring, and empathetic manner in-line with procedures.
  • Support the development and evolution of the support centre operation and funeral delivery proposition, and deliver changes required professionally and positively.
  • Investigate complaints in a timely manner, report findings as necessary, and ensure compliance with complaints policy and procedure.
  • Embrace and endorse the bereavement and aftercare service for individuals, groups, and colleagues.
  • Manage, coach, and develop Funeral Assistants and Area Support and Logistics Specialists.
  • Manage all elements of team performance, including regular reviews, recruitment, underperformance, sickness, and absence.
  • Ensure standards and behaviours are continuously demonstrated, while adhering to best practice through a culture of teamwork, accountability, and ownership.
  • Highlight gaps or areas for improvement in colleague recruitment, retention, performance management, health, wellbeing, and learning & development for discussion and review.
  • Deliver key financial KPIs and other financial targets on budget.
  • Support the delivery of the End-of-Life Services / Southern Co-op business plan and service proposition, ensuring commercial sensitivity.
  • Manage personnel budget and other P&L costs, authorisation of overtime, colleague rotas, and processing of payroll.
  • Ensure compliance is proactively implemented across all policies and regulation.
  • Ensure the security of our premises, vehicles, and company equipment.
  • Endorse and implement the key associated aspects of risk management.
  • Implement and deliver the society's community engagement business plan, ensuring active individual and team involvement by promoting the End-of-Life Services / Southern Co-op brand proactively and positively.
  • Liaise with external agencies and participate in business and professional networking opportunities to promote the activities and services of End-of-Life Services / Southern Co-op.

Requirements

  • Strong logistical management in an operational environment with commercial and financial awareness.
  • Knowledge or experience of a funeral operational environment.
  • Experienced in developing, coaching, and managing a team through excellent people management and leadership skills.
  • An excellent communicator with the confidence to build strong relationships with multiple stakeholders at all levels.
  • Excellent planning and organisational skills, ensuring attention to detail at all times, and display the ability to be flexible and adaptable.
  • Strong influencing, presentation, and communication skills.
  • Uses initiative in problem solving and decision making.
  • Excellent time management and prioritisation skills.
  • IT literate and a competent user of MS Office.
  • Ability to successfully network internally and externally and engage the team to embrace and build on new and existing links within the community.

Company Benefits

  • Salary of £36,000.
  • 31 days of annual leave (incl bank holidays) increasing over time to a maximum of 36 days after 10 years' service.
  • Company car.
  • 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 programme.

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