Operations Manager

Hunnaball Family Funeral Group; Colchester; Sur place; GBP 42 000 - 56 000; Plein temps

Résumé du poste

Hunnaball Family Funeral Group, headquartered in Colchester, is seeking an experienced Operations Manager to lead the group’s operational delivery across funeral homes and branches. You will drive efficiency, ensure compassionate client care and maintain regulatory compliance.

The role oversees resources, vehicles and facilities, with travel between branches. The successful candidate will manage teams, develop staff, and monitor service quality while upholding the family values that have defined

Qualifications

• Experience in operations, logistics or service delivery management.
• Experience leading and managing teams within a customer-focused environment.
• Strong understanding of compliance, health and safety and operational controls.
• Experience of workforce planning, rota management and resource allocation.
• Commercial awareness with experience of managing costs and improving operational performance.
• Full UK driving licence.
• Competent IT and reporting skills.
• IOSH, NEBOSH or equivalent health and safety qualification.

Responsabilités

• Lead and coordinate day-to-day operational activities across funeral homes and branches.
• Ensure high standards of client care, branch presentation, ceremonial delivery and professional service.
• Oversee funeral operations from first contact through to final service delivery.
• Manage staffing levels, rotas and operational resource planning.
• Recruit, develop, coach and support operational employees.
• Conduct performance and development reviews and promote company values and standards.
• Monitor operational performance, service quality and KPIs.
• Drive continuous improvement initiatives to increase efficiency and service excellence.
• Liaise with crematoria, cemeteries, celebrants, clergy, hospitals, care homes, coroners and suppliers.
• Maintain compliance with health and safety, employment, transport, data protection and funeral sector requirements.
• Manage risk assessments and operational documentation.
• Monitor budgets, operational costs and supplier relationships.
• Provide operational leadership during peak demand periods and emergencies.

Connaissances

Operations management

Team leadership

Compliance & safety

Workforce planning

Cost management

Driving licence

IT & reporting

Formation

IOSH / NEBOSH qualification

Description du poste

Hunnaball Family Funeral Group are seeking an experienced and proactive Operations Manager to join their growing workforce and be a pioneer in company growth. Established in 1983 by Trevor and Melanie Hunnaball, our business operates with a simple ethos – to provide funeral services with dignity, humanity and the greatest of care. The role of Operations Manager will play a fundamental part in taking our family run business to the next stage whilst also respecting our family values. The funeral business is one built on trust and reputation. We are a close-knit, community minded family group with 15 outlets throughout Essex and Suffolk, making us the largest independent funeral company in East Anglia.

The role will be based at our head office in Colchester however, you will be required to visit branches and operational sites as part of your role.

Job Purpose

To lead and coordinate the operational delivery of funeral services across the group, ensuring that all services are delivered professionally, compassionately, efficiently and in compliance with legal and regulatory requirements. The role will provide leadership to operational teams, oversee resources, vehicles and facilities, drive continuous improvement, and support the strategic growth of the business.

Key Responsibilities

• Lead and coordinate day-to-day operational activities across funeral homes and branches.
• Ensure high standards of delivery of client care, branch presentation, ceremonial delivery and professional service.
• Oversee funeral operations from first contact through to final service delivery.
• Manage staffing levels, rotas and operational resource planning.
• Recruit, develop, coach and support operational employees.
• Conduct performance and development reviews and promote company values and standards.
• Monitor operational performance, service quality and key performance indicators.
• Drive continuous improvement initiatives to increase efficiency and service excellence.
• Liaise effectively with crematoria, cemeteries, celebrants, clergy, hospitals, care homes, coroners and suppliers.
• Maintain compliance with health and safety, employment, transport, data protection and funeral sector requirements.
• Manage risk assessments and operational documentation.
• Monitor budgets, operational costs and supplier relationships.
• Provide operational leadership during peak demand periods and emergency situations.

Essential Experience and Knowledge

• Experience in operations, logistics or service delivery management.
• Experience leading and managing teams within a customer-focused environment.
• Strong understanding of compliance, health and safety and operational controls.
• Experience of workforce planning, rota management and resource allocation.
• Commercial awareness with experience of managing costs and improving operational performance.
• Full UK driving licence.
• Competent IT and reporting skills.
• IOSH, NEBOSH or equivalent health and safety qualification.

Desirable Experience and Qualifications

• Experience within the funeral sector or another highly regulated service environment.
• Knowledge of funeral industry regulations and best practice guidance.
• IOSH, NEBOSH or equivalent health and safety qualification.
• Leadership and people management.
• Organisation and planning.
• Empathy and emotional intelligence.
• Decision making and problem solving.
• Excellent communication and relationship management.
• Professionalism, discretion and integrity.
• Commitment to outstanding customer service.

Working Conditions

The role may require occasional evening, weekend and bank holiday working, and regular travel between branches and operational sites. The postholder will regularly deal with sensitive and emotionally challenging situations requiring compassion, professionalism and discretion.