People Management & Development Customer Service Operational Performance Commercial Awareness Business Development & Acquisition
People Management & Development Customer Service Operational Performance Commercial Awareness Business Development & Acquisition
People Management & Development Customer Service Operational Performance Commercial Awareness Business Development & Acquisition
KEY PURPOSE
To ensure the operational performance of an Area is maintained to the highest standard through managing, leading, motivating and
developing a management team to deliver a high quality customer service. Through an efficient operation maximise sales and profitability
in all aspects of both At-need and Pre-need operations whilst protecting and growing market share.
KEY RESULT AREAS (targets agreed and set in all these areas)
People Management & Customer Service Operational Performance Commercial Business Development &
Development Awareness Acquisition
Management of Recruitment, Customer Satisfaction Operational Management Sales & Profitability Community Initiatives &
Selection & Retention Quality Assurance Products, Services & Sales Mix Budgetary Awareness
Coaching & Development Complaints Delegation Planning and Marketing, Networking & PR
Succession Planning Investigations Fleet Management Control Events
¼ Reviews & APR’s Risk Management Market Awareness
Morale Health & Safety/Compliance Product & Services
Communication Mortuary Operations Development and Innovation
Employee Relations Debt Control Business/Strategic Planning
Policy & Procedural Market Share
Compliance Acquisition/Cold Starts
Continued Professional Contracts
Development (Self & Others)
Responsible for ensuring correct To oversee the operational Achieve agreed sales, profit and To ensure a proactive approach
management of recruitment, To ensure all Area Funerals are arranged management of the Area other financial growth targets to in Community Activities to
selection and retention of and to the appropriate standard and are ensuring all are engaged in support ELS/TSC growth plan. promote ELS/TSC and to assist
colleagues and to liaise with the managed/delivered in a professional meeting ELS/TSC business To maintain and control agreed Colleagues in managing the time
Central Services Recruitment manner. objectives. annual area budget. required to carry out such duties.
Function on all aspects of this Ensure customer expectations are Responsible for holding To ensure the management Liaise with external agencies,
activity. consistently met and exceeded throughout regular management team team actively promote the sale network and promote the services
To effectively coach and develop the area. meetings providing effective of monumental masonry, funeral and activities of ELS/TSC.
colleagues regarding best practice, Monitor client questionnaires, feedback to communications on plans, floristry and any other Actively promote and support the
ensuring all developmental needs colleagues and ensure management react operations, procedures, ancillary services or products to Divisions marketing and
are met for succession planning to adverse comments or answer any business performance and meet business objectives. advertising strategy
consideration. queries. client feedback. Ensure staffing structures are Actively seek competitor
Responsible for monitoring Minimise client complaints by active Receive colleague feedback, established to give optimum information from both external
management performance and monitoring and review with the concerns and constructive operational efficiency whilst and internal sources.
conducting regular management team to ensure compliance to suggestions for operational maintaining a cost effective Generate innovative solutions to
reviews/appraisals. all policy and procedure. improvements. strategy. work situations, product and
Create necessary conditions to To investigate complaints when required, Monitor Average Income Per Ensure quarterly one to one service development
motivate individuals and teams, report findings to the Head of Funeral Funeral (AIPF) to ensure all reviews and analysis of Actively adopt, promote and
build and maintain a cohesive, Operations/Chief Operating Officer and products and services are management sales information support new initiatives, policies
happy and high achieving area. complete correspondence to any offered. with direct reports and agree any and procedures
Ensure effective communication associated parties in line with the ELS To assess, utilise and train action plans Contribute ideas and solutions for
with colleagues of all levels within complaints policy. employees to ensure correct Strategic planning to increase
ELS/TSC and internal/external and productive delegation is market share of the area
suppliers/clients. achieved To expand the areas business
To manage all Employee Relations To ensure managers achieve interests through natural growth,
issues in a timely manner in optimum usage and efficiency cold starts, acquisitions and
conjunction with Central Services of the areas fleet inclusive of diversification
ER Department. servicing and maintenance Ensure Tendering
To ensure all duties are completed requirements. Documents/contracts are
as per policy/procedures to ensure To be aware, highlight and received, reviewed and
the delivery of a Professional assess risks associated with completed in all appropriate
Funeral Service. ELS/TSC. cases
To personally have the ability and To monitor and implement
skills necessary to challenge strict compliance with
standards in a professional manner, ELS/TSC Health & Safety
demonstrate best practice and procedures and regulations
promote a culture of accountability throughout the Area, to
and ownership. manage/escalate where
To complete and supply evidence of appropriate in order to provide
own Continued Professional a safe working environment.
Development (CPD). Ensure management
monitoring of mortuary
operations to ensure all
deceased are cared for and
presented to the highest of
standards.
To ensure managers control,
monitor and reduce the debt
within the area.
SCALE - PEOPLE
On-going development of reporting team through excellent people management and leadership.
Excellent time management to ensure completion of own/colleague workload and the ability to manage constantly changing priorities sometimes under difficult
circumstances
High standard of personal appearance, excellent communication skills and professional conduct, at all levels
Computer literate with experience of Microsoft office and ability to learn in-house systems
Accuracy and ability to follow, lead and deliver instructions and results in a positive manner
Ability to work either within a team environment or independently to achieve sector/area objectives
A minimum of 2 years management experience at a similar level coupled with recognised management qualifications