We have an exciting opportunity to join our team as an Area Client Experience Manager. You’ll manage, develop and mentor the Funeral & Memorial Consultant team so client expectations are exceeded by delivering the best end of life client experience throughout all funeral homes.
We’re offering a permanent full-time role (39 hours per week)
This role will manage our branches in Bognor Regis, Brighton, Chichester, Felpham, Findon Valley, Goring-By-Sea, Hove, Peacehaven, Shoreham-By-Sea and Uckfield. As this is a field-based role you are required to hold a full driving licence valid in the UK and candidates should live within a reasonable commuting distance to these locations.
What we’re looking for
Your day-to-day tasks will include:
* Embrace and support the delivery of the End-of-Life Services vision. Manage and deliver business objectives to ensure all funerals are arranged in a professional, caring and empathetic manner in-line with 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 complaints procedure
* Embrace and endorse the bereavement and aftercare service for individuals, groups and colleagues
* Manage, coach and develop Funeral & Memorial Consultants
* Manage all elements of team performance including regular reviews, recruitment, underperformance, sickness, and absence.
* Ensure standards and behaviours are continuously demonstrated whilst adhering to best practice through a culture of teamwork, 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
* 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
* 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 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
Key skills required
* Strong customer service management in an operational environment with commercial and financial awareness
* Knowledge or experience within 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
* Responds positively to change, ensuring effective 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
* 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
At Southern Co-op we offer a lot more than just a job. As we are completely owned by our 127,000+ members, we put people first. Become part of the family with Southern Co-op, who are proud to serve local communities and put people first.
We can offer you:
* 31 days of annual leave (incl bank holidays) increasing over time to a maximum of 36 days after 15 years’ service.
* 10% discount in stores (double discount on payday weekends)
* Healthcare cash plan
* Share incentive plan
* NEST pension
* Cycle-to-work scheme
Referral Scheme
Refer a successful candidate and both parties will be rewarded with a £50 voucher.
The referee will need to provide the referrers name, colleague number and store location when submitting an application.