Area Client Experience Manager

Our funeral services play an important role in local communities, extending beyond the immediate needs of arranging funeral services, and supporting the bereaved at a very emotional time in their life.

We have an exciting opportunity for a Area Client Experience Manager to join our team. You’ll manage, develop and mentor the Funeral Consultant team so client expectations are exceeded by delivering the best end of life client experience throughout all funeralhomes.

**KEY ACCOUNTABILITIES**
- Embrace and support the delivery of the End of Life Services (ELS) vision. Manage and deliver business objectives to ensure all funerals are arranged in a professional, caring and empathetic manner in-line with ELS procedures
- Support the Client Experience and Aftercare Manager to develop and evolve the client experience proposition and deliver the changes required professionally and positively
- Manage, investigate and ensure a timely resolution of complaints. Report findings to the appropriate manager and complete correspondence to any associated parties in line with the ELS complaints procedure
- Embrace and endorse the ELS bereavement and aftercare service for individuals, groups and colleagues
- Manage, coach and develop Funeral Co-ordinators and mentor/trainers in accordance with policies, procedures and ELS vision
- Schedule and complete regular performance reviews that recognise good work whilst highlighting areas for development and improvement
- Encourage and endorse upward and downward communication of all business performance to include compliance and colleague/client feedback. Ensure standards and behaviours are continuously demonstrated whilst adhering to best practice through a culture ofteamwork, accountability and ownership, personally and across the team
- Highlight gaps or areas for improvement in colleague recruitment, retention, performance management, health, wellbeing and learning & development for discussion and review
- In line with agreed recruitment plans, recruit, select and retain funeral consultants in liaison with HR
- Deliver ELS Learning & Development plan and ensure gaps relating to L&D across the operation are highlighted for discussion and review
- Deliver key financial KPIs and other financial targets on budget
- Support the delivery of the ELS/SC business plan and service proposition ensuring commercial sensitivity
- Robustly 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 ELS premises 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 ELS/SC brand proactively and positively
- Liaise with external agencies and participate in business and professional networking opportunities to promote the activities and services of ELS/SC whilst maintaining continuous professional development
- Positively embrace opportunities for ad-hoc projects and responsibilities

**KEY EXPERIENCE, KNOWLEDGE AND SKILLS**
- Strong customer service management in an operational environment with commercial and financial awareness
- Knowledge or experience of funeral operational environment
- Appropriate level of professional qualifications
- Experienced in developing, coaching and managing a team through excellent people management and leadership skills.
- Excellent communication skills and professionalism at all levels
- Ambassador for best practice and behaviours
- Excellent planning and organisational skills ensuring attention to detail at all times and displays the ability to be flexible and adaptable
- Strong influencing, presentation and communication skills
- Consistently self-motivated and uses initiative in problem solving and decision making.
- Excellent time management and prioritisation skills
- Computer literate with experience of Microsoft office and ability to learn in-house systems
- Responds positively to change, ensuringeffective communication across the team
- Demonstrates client focus and experience with a professional, empathetic approach
- Works effectively in a team environment and independently to achieve objectives
- Ability to successfully network internally and externally and engage the team to embrace and build on new and existing links within the community
- Contribution and support to key projects
- Able to drive and holds a full UK driving licence