Head of Field Operations - Planning Services

DIGNITY FUNERALS LIMITED; Maidenhead; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading funeral service provider in the UK is looking for a Head of Field Operations - Planning Services to oversee the national funeral plan services. This role involves shaping a compassionate and compliant distribution model, leading a team, and ensuring ethical customer interactions. Potential candidates should have a background in regulated sectors and a passion for customer care. The position offers an annual salary of up to £100,000 along with benefits such as a car allowance and private healthcare.

Benefits

Annual salary of up to £100,000

£6,000 Annual Car Allowance

Company & Personal Bonus Scheme

25 Days Holiday + Bank Holidays

BUPA Private Healthcare (Family)

Pension Scheme 4% Matched

Life Assurance X4 Annual Salary

Free On-Site Parking

Qualifications

• Proven success leading national or regional field-based teams.
• Deep understanding of FCA-regulated environments.
• Experience in training design and competency assessment.
• Thrives in transformational settings.
• Strong communication skills.

Responsibilities

• Establish a national operating framework for funeral plan engagement.
• Build and lead a high-performing field team.
• Design and implement structured onboarding for Funeral Plan Consultants.
• Drive performance uplift across regions.
• Embed a customer-first culture.

Skills

Leadership

Strategic planning

Ethical sales

Customer care

Coaching

Job description

Are you a strategic, people-focused leader with a passion for ethical sales and customer care? Dignity Funerals is seeking a Head of Field Operations - Planning Services to lead our national funeral plan services operation. This is a pivotal role, responsible for shaping and executing a high-performing, compassionate, and compliant distribution model that supports families across the UK in planning for life's most challenging moments. You'll report directly to the MD of Funeral Plans and lead a team of Funeral Plan Sales Managers, ensuring every Funeral Plan Consultant is equipped to deliver meaningful, customer-first conversations. What you'll do in your first 12 months In your first year, you'll be instrumental in shaping the future of our funeral plan distribution model. You will:

• Establish a national operating framework for funeral plan engagement, working closely with regional and central teams to ensure consistency, compliance, and customer care.
• Build and lead a high-performing field team, including Sales & Performance Managers and Training & Competency Managers, focused on capability, coaching, and ethical delivery.
• Design and implement structured onboarding and development programmes for Funeral Plan Consultants, embedding FCA-compliant practices and compassionate customer engagement.
• Drive performance uplift across regions, identifying best practices, analysing data, and scaling successful approaches to improve conversion and coverage.
• Embed a customer-first culture, ensuring every interaction is suitable, respectful, and aligned with Dignity's values.
• Collaborate cross-functionally with compliance, operations, and regional leadership to align strategy and execution.
• Act as a visible and hands-on leader, regularly visiting branches to engage with teams, understand challenges, and support transformation.
  
  We're open to a range of backgrounds and are seeking a dynamic and experienced leader who:
• Has proven success leading national or regional field-based teams, ideally in regulated sectors such as financial services, insurance, or retail finance.
• Brings deep understanding of FCA-regulated environments, with the ability to balance commercial performance and ethical standards.
• Is passionate about developing people, with hands-on experience in training design, competency assessment, and coaching.
• Thrives in transformational settings, with a track record of building capability and improving systems at scale.
• Communicates with clarity and confidence, and collaborates effectively across operational and compliance functions.
• Is highly organised, self-motivated, and committed to service quality and personal development.
• Embodies Dignity's values of compassion, respect, and integrity, and believes in the importance of planning well for life's most challenging moments.
  
  We are Dignity, one of the UK's oldest and most trusted funeral providers, with over 200 years of history, 570 branches, and 46 crematoria. From launching the UK's first funeral plan to helping shape modern regulation, we have led the way in supporting families with care, compassion, and professionalism.
Now we are building the UK's leading end of life company. As part of the Dignity Group, we also operate Farewill, the country's largest will writer and one of the UK's top probate providers, giving families support not just at the funeral, but before and after as well. Today we are over 4,000 people across the UK, all driven by the same goal: to care for families with compassion and make the UK a world leader in end of life care. Here to help, whenever you need. FCA Statement We're regulated by the FCA, therefore, some roles may be subject to background checks Equality, Diversity and Inclusion Statement We know that diverse teams make better decisions, build better products, and create a better place to work. Whoever you are, wherever you're from, and whatever your life looks like, we'd love to hear from you. And if there's anything you need to make the process more accessible, please let us know

At Dignity, we believe in making a difference through meaningful work. You'll be part of a purpose-driven organisation that values empathy, professionalism, and innovation. This is your opportunity to lead transformation and help families plan with confidence and care. Ready to lead with purpose? Apply now and help shape the future of funeral planning in the UK. What we provide to you
• Annual salary of up to £100,000.
• £6,000 Annual Car Allowance.
• Company & Personal Bonus Scheme.
• 25 Days Holiday + Bank Holidays.
• BUPA Private Healthcare (Family).
• Pension Scheme 4% Matched.
• Life Assurance X4 Annual Salary.
• Free On-Site Parking.
• Access to our internal apprentice & personal development schemes.