Service Delivery / Operations Lead

Service Delivery/Operations Lead, Funeral Care, London, £50,000 + Car Allowance/Bonus, Immediate Start!

Amazing client of ours - we have already placed 4 x very happy candidates here!

Our client, an incredibly well-established Funeral Care business whom have been actively operating for well over 150+ years, are looking to recruit an experienced, personable Service Delivery Lead to oversee one of their large Care Centres, based in North-West London. Leading an incredibly vital operation with over 20 FTE, a fleet and owning the relationship with the local cluster of Funeral Homes, this is an incredible opportunity to really put your own stamp on a popular, empathetic, growing business!

Our client have a portfolio of Funeral Homes across the UK, and strive to set the highest standards for the Funeral profession in terms of client service/care for the deceased - aware and empathetic to the most difficult period in anyone's lives, they are here to help with compassion, respect, openness and care. In addition to the customer-facing Funeral Homes, our client also have 6 large Care Centres across London, where the fleet and bodies of the deceased are kept/maintained until their respective funerals. Due to internal movement, they are now seeking the right candidate to oversee their very busy Care Centre in Kensington - with a very affluent/high-profile client base. In a nutshell, your responsibilities will include:

- Full autonomy for all service delivery operations
- Managing 20 + FTE (and additional temporary/casual staff on occasion)
- Overall management of the diary and fleet via (alongside) the Diary Managers / Network Operations Co-ordinator.
- Ensuring an incredible service delivery throughout every facet of the Care Centre
- In times of short staff and if required, assisting with the operational support of any funerals conducted by the business (including bearing or hearse/limousine driving duties, transfer of deceased into their care, etc)
- Implementing best practice to improve performance and efficiencies
- Accountability for all deceased tracking and monitoring - from collection point to leaving the company's care.
- Ensuring high standards within the Care Centre, making sure that all service delivery areas are always kept clean and tidy
- Ensuring compliance to relevant health and safety procedures
- All recruitment, training, and retention of direct reports

In order to be considered for this position, it is ESSENTIAL that you have the following:

- Experience of overseeing a Service Delivery operation (although not essential, any Logistics/Fleet leadership experience would be advantageous)
- People management experience (ideally 10/15+ FTE)
- Commitment to the provision of delivering excellent care and client service
- Confident leadership style, with the ability to positively influence the outcome of objectives to improve service
- Understanding of the importance of operational efficiency
- Enthusiasm towards building relationships in local community, and an understanding of local geography
- Innovative thinker - keen to explore/implement new ideas
- Empathetic nature
- Full UK driving licence

As mentioned above - industry experience is not required (in fact, our client would prefer a candidate from a completely different background in order to inject fresh ideas!), and in addition to a very competitive salary, our client are also offering:

- Discretionary annual bonus
- £4,500 car allowance
- Complete autonomy of own diary
- Incredible progression opportunities as the company continues to evolve/grow
- Genuine ability to make a difference to people's lives and help to get them through incredibly tough times. Those in the industry tend not to leave, as it's incredibly rewarding!

Our client are looking to move incredibly quickly on this, so any interested candidate(s) are urged to apply at their earliest convenience! #