Funeral Director

DIGNITY FUNERALS LIMITED; City of Westminster; On-site; Full time

Job summary

A funeral service provider in Westminster is seeking a Client Services Manager dedicated to delivering exceptional client care throughout the funeral journey. This role includes managing resources, supporting staff, and ensuring compliance with industry regulations. Strong communication and leadership skills are essential. Salary begins at £13.51 per hour, moving to £14.87 after 12 weeks, with an OTE of around £32k annually.

Benefits

Competitive pension with up to 10% employer contributions

Employee Assistance Programme

Discounts for Co-operative Travel

Enhanced annual leave

Qualifications

• Knowledge of FCA requirements and NAFD is desired.
• Experience of providing a confidential, diplomatic, and discreet service to clients.
• Ability to work under pressure while being sensitive to others' needs.

Responsibilities

• Deliver exceptional client care during all stages of the funeral journey.
• Assist with duties outside normal business hours.
• Delegate tasks to Community Funeral Directors and Personal Funeral Advisors.
• Manage physical resources within your area of responsibility.
• Maintain high standards of personal appearance and conduct.

Skills

Excellent communication skills

Strong IT skills

Role model ability to lead and delegate

Good numeracy skills

Confident and professional telephone manner

Job description

Working 39 hours per week, which will include weekends and the on‑call rota, reporting to the Head of Client Services you will deliver the highest standards in client care through exceptional service delivered throughout the key stages of the funeral journey in line with the Heart of England client service processes, policies, and business standards, and contribute to the financial success of the business.

Responsibilities

• Being an ambassador for the Funeral Division and the Society as a whole, at all times
• Assisting with covering duties outside normal business hours (i.e., nights, weekends, and statutory/customary holidays)
• When required to delegate tasks to Community Funeral Directors and Personal Funeral Advisors to achieve exceptional client service
• Supporting first‑line colleagues in achieving the locations and goals and objectives
• Managing physical resources including colleagues and premises within your area of responsibility
• Developing the location through active planning and participation in local community activity
• Maintaining high standards of personal appearance, speech, and conduct
• Fully establishing the clients’ requirements and offering and advising on all appropriate products
• Being an expert in all areas, conversant with local customs and practices within the local community (all denominations and faiths)
• Assisting with the presentation of the deceased for visits, supervising and conducting funerals
• Ensuring effective liaison with all external agencies and authorities, ensuring all details are correct
• Ensuring records are kept up to date and correctly entered into the funeral administration system
• Ensuring compliance of employees with Society's policies and procedures, standard funeral operating procedures, Health & Safety guidelines, NAFD, FPA, FCA and other relevant bodies’ guidelines and regulations
• Securing premises and assets and ensuring the public and private areas of the funeral location are to the desired standard

Qualifications

The successful candidate will be able to work well as part of a team as well as working to their own initiative. We require someone who can work well under pressure whilst maintaining a sympathetic manner and being sensitive to the needs of others.

• Knowledge of FCA requirements and NAFD (desired)
• Excellent communication skills, including strong written and spoken English
• Role model ability to lead and delegate
• Good numeracy skills
• Strong IT skills in relation to computer systems
• Confident and professional telephone manner
• Experience of providing a confidential, diplomatic, and discreet service to clients

If you're successful in your application, we'll perform some background checks as part of our pre‑employment screening process. These will include a basic DBS (disclosure and barring service) check.

Benefits

Staff discount in our 38 Food Stores and 16 Funeral branches, Employee Assistance Programme, Discounts for Co‑operative Travel and AHF Furniture stores, Enhanced annual leave rising with service, Eye care – contributions to glasses for working at a screen as well as free eye tests, Competitive pension with up to 10% employer contributions.

Salary starting from £13.51ph moving to £14.87ph after 12 weeks probation, with additional hours and on‑call payments. OTE is circa £32k per annum.