RQ– Cemetery and Crematorium Operations Manager

Overview

JOB TITLE: Cemetery and Crematorium Operations Manager

DBS CHECK: None

DIRECTORATE: Residents Services

DEPARTMENT: Bereavement Services

REPORTING STRUCTURE

Reports to: Bereavement Manager

Direct Reports: Up to 20

Indirect Reports: 0

ROLE

PURPOSE:

Operational management of cemetery and crematorium functions. Providing a safe and legislatively compliant service to support the bereaved, residents and visitors. Effective management of burial and cremation facilities from an operational standpoint to ensuring a high standard is achieved and retained at all times.

• People Management
• Responsible for the direct management of front-line staff and technicians.
• Ensure all team members receive the appropriate level of communication to maintain engagement with the Council’s vision, priorities and activities.
• Set stretching KPI’s for all staff and hold regular monitoring meetings to ensure targets are being met.
• Ensure flexibility operates across the teams to address changing service demands.
• Work closely with the bereavement office team to ensure seamless booking and provision of bereavement services.
• Ensure that contingent labour is utilised effectively and appropriately. Reprofiling budget expenditure to allow for early interventions in areas such as grass cutting, and winter burial provision.

• Customer Management
• Provide a customer centric service across the operational platform. Ensuring that all service users are supported with their enquiries.
• Build strong relationship with both internal and external customers.

• Operational Service Delivery
• Deputise for the Bereavement Manager as and when required.
• Oversee the day-to-day management of all Operational bereavement functions, including safe provision of burial space, effective and empathetic cremations and meeting potential and existing customers.
• Responsible for facilitating weekend services, to include all faith requests and building on bereavement service reputation.
• Responsible for increasing bereavement income.
• Responsible for ensuring health and safety requirements and all relevant legislation specialist, national or Council guidance is adhered to by the team.
• Contribute to the development of a bereavement strategy for the Council, including memorial safety, regulations in relation to memorabilia and environmental conditions.
• Keep abreast of all national and regional developments and legislation within the field of Bereavement.
• Manage assets effectively, ensuring all regulations, PUWER, LOLER and HSAW are adhered to.
• Responsible for overseeing the management of data captured and reported relating to bereavement on behalf of the Council, reporting to relevant authorities.
• Oversee the management of staffing resources to ensure appropriate resources are allocated to deliver the service efficiently whilst trying to minimise overtime.
• Develop and manage a commercial focus for the service to increase the customer base and income generation, seeking external funding where appropriate.
• Review the service and its processes on an ongoing basis; sharing any findings and making recommendations for improvement or development.
• Responsible for receiving, analysing, monitoring and communicating performance statistics provided by colleagues including the Quality Manager and Fleet team.
• Follow through management activities to address any performance shortfalls and identify where further improvement can be achieved.

• Service Planning & Development
• Ensure accurate weekly service schedules are designed, delivered and reviewed, generating confidence and assurances.
• Ensure clear Service Level Agreements (SLAs) are in place where appropriate, covering all aspects of service delivery with performance and response levels, together with the escalation process if SLAs are not met.
• Maintain a current service workforce plan including a succession plan for all key roles within own team.
• Manage the Business Continuity Plan (BCP) for both cemetery and crematorium grounds, providing staff with updates as and when required.

• 1. QUALIFICATIONS
  ESSENTIAL
  DESIRABLE
• Educated to degree level or equivalent relevant experience
• Membership of a relevant professional body.
• Relevant qualification or equivalent relevant experience (ICCM)

• 2. STATUTORY or ROLE SPECIFIC REQUIREMENTS
  ESSENTIAL
  DESIRABLE
• Work Flexibly to meet the needs of the service including attending Council meetings and presentations with the public outside working hours.
• Hold a current UK Drivers Licence or equivalent and have vehicle available for use at all times. + Ability to tow trailers
• Able to fully access buildings/building sites/ rough ground in order to carry out aspects of the role.

• 3. EXPERIENCE
• Experience of managing front line bereavement services, utilising Organisation policies and procedures
• Experience of delivering safe Burial space
• Experience of Managing bereavement operational function with high demand e.g. during winter periods and pandemic
• Experience of challenging silo attitudes to encourage effective relationship…