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Position: Funeral Operations Manager (Service Delivery Lead)
Location: Folkestone, East Kent
Job Type: Full-Time, Permanent
Salary: £34,000 per annum + annual car allowance
We’re looking for an experienced and proactive individual to join our team as a Funeral Operations Manager (Service Delivery Lead) based from our Care Centre in Folkestone, serving communities across East Kent. In this vital role, you’ll lead day-to-day operations at one of our dedicated Care Centres, overseeing our back-of-house team and ensuring dignified, high-quality care for the deceased. You’ll play a key leadership role in maintaining service excellence, compliance, and workforce coordination — helping us uphold our commitment to families and the community.
Why This Role Matters
At Dignity, we believe that how we care for someone after death is just as important as how we support their family. Our Care Centres are at the heart of this promise, and your leadership will ensure each and every person is treated with the dignity, respect, and professionalism they deserve.
The Role
As Service Delivery Lead, you’ll take full accountability for the operational performance of your site. From managing Funeral Service Operatives and Shift Supervisors, to coordinating diary planning, fleet use, and stock control — your role is all about ensuring seamless service behind the scenes. You’ll champion regulatory compliance, coach and develop your team, and be the key contact in the absence of management.
Key Responsibilities:
* Oversee daily operations and resource allocation within the Care Centre
* Lead and support a team including FSOs, Embalmers, and Shift Supervisors
* Ensure dignified care of the deceased and timely service delivery
* Maintain a safe, compliant, and efficient working environment
* Drive operational excellence through cost control and logistics coordination
* Foster a culture of accountability, professionalism, and continuous improvement
* Collaborate closely with Front of House and Service Delivery teams
* Support out-of-hours deceased collections when required
* Monitor and ensure adherence to regulatory, health & safety, and company standards
* Lead regular audits and quality checks to maintain service excellence
About You
We’re looking for someone who:
* Has strong leadership experience within a service-led or logistics environment
* Is confident managing people, resources, and operations under pressure
* Understands the importance of delivering dignified care and professional service
* Has solid knowledge of regulatory compliance and health & safety standards
* Is adaptable, solutions-focused, and an excellent communicator
* Holds a Full UK Driving Licence (essential)
* Is comfortable working flexibly, including out-of-hours support where necessary
What We Offer
* A meaningful role supporting families when they need it most
* Full training and development, including Funeral Plan Consultancy
* Uniform and all necessary equipment provided
* 30 - 33 days annual leave, inclusive of bank holidays
* Company pension, employee assistance programme, and life assurance
* Annual company bonus
We wouldn’t be able to provide this essential service without our people. If you’d like to be part of a compassionate team dedicated to delivering the highest standards of care — we’d love to hear from you.
What are the next steps?
If this sounds like the next step in your career and you’re ready to support families and lead with professionalism, simply hit the ‘apply’ button. A member of our Talent Acquisition Team will be in touch to guide you through the next steps.
About Us
At Dignity, we’re here for families when it matters most. With compassion, professionalism, and integrity at the heart of everything we do, we take pride in supporting people through one of life’s most difficult moments. Every member of our team plays a vital role in delivering exceptional service and care to those who need us.
With over 500 funeral homes across the UK, Dignity Funerals is a trusted presence in local communities, operating under respected and well-known local names. We’re proud to offer a truly personal and attentive service — one that’s tailored to the individual needs and wishes of every family we support.
We’re also part of the wider Dignity Group, a growing organisation with the unique ability to support every aspect of end-of-life planning and care. This includes:
* Our Crematoria and Memorials Group, managing 45 crematoria nationwide
* Dignity Funeral Plans, giving people peace of mind by allowing them to plan ahead
* The recently acquired Farewill, a leading provider of online wills and probate services
Together, our goal is simple: to provide families with continuity, care, and clarity — from planning and preparation through to the funeral itself, and beyond.
FCA Statement
Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR).
Equality, Diversity and Inclusion Statement
Our Vision is to connect with our clients, colleagues, company and communities based on our principles whilst celebrating our differences.
We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed and bold action to promote inclusion and belonging.
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
Seniority level
* Seniority level
Mid-Senior level
Employment type
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Full-time
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Management and Manufacturing
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