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Dignity; Newcastle upon Tyne; On-site; GBP 34,000 - 41,000; Full time

Benefits offered by this job

Full training provided

Uniform and equipment provided

30–33 days annual leave

Company pension

Employee assistance programme

Life assurance

Job summary

Dignity is hiring at W S Harrison & Son Funeral Directors for a Service Delivery Lead. You will oversee the end-to-end care journey of the deceased with dignity, coordinating logistics and supporting colleagues to ensure excellence.

You will lead a compassionate team in care centres, manage scheduling, and ensure respectful handling from transfer to final ceremony. A Full UK Driving Licence is required and weekend/on-call work may be needed.

Qualifications

• Experience in resource planning or fleet management is an advantage.
• Holds a Full UK Driving Licence (Essential).
• Willing to work weekends and on-call duties as required.
• Ability to provide care with dignity to families.

Responsibilities

• Coordinate the safe and respectful transfer of the deceased into our care.
• Oversee care within the care centre including preparation, dressing, or embalming per family wishes.
• Facilitate movement to the chapel of rest for viewing.
• Lead the team in ceremonial duties on the day of the funeral.
• Manage the care centre efficiently, optimise team organisation and scheduling.
• Inspire and mentor the team to maintain high service standards.
• Ensure vehicles and resources are managed effectively.
• Monitor KPIs to enhance service delivery.

Skills

Resource planning

Fleet management

Multitasking

Full UK Driving Licence

Flexible schedule

Job description

Job Type: Full-time, Permanent - 42.5 Hours per week.

Salary: £37,326.90 per annum

We’re looking for a dedicated and compassionate individual to join our team at W S Harrison & Son Funeral Directors as a Service Delivery Lead. You will oversee the end-to-end care journey of the deceased, ensuring every step is carried out with dignity, precision, and respect. As a key member of our operational team, you will support colleagues, coordinate logistics, and ensure excellence in every aspect of our service.

Why This Role Matters

At Dignity, we believe that every farewell should be handled with compassion, dignity, and care. Your role will ensure that families feel supported, respected, and reassured every step of the way.

The Role

As Service Delivery Lead, you’ll be responsible for overseeing the entire care journey of the deceased while ensuring the highest standards of respect, dignity, and professionalism. You’ll manage a team dedicated to this sensitive and essential work, ensuring seamless operations.

Key Responsibilities:

• Coordinate the safe and respectful transfer of the deceased into our care from their place of death.
• Oversee their care within the care centre, including preparation, dressing, or embalming based on family requests.
• Facilitate movement to the chapel of rest for viewing when requested by bereaved families.
• Lead the team in ceremonial duties on the day of the funeral, including the careful and dignified handling of the deceased during their final journey.
• Manage the care centre efficiently, optimising team organisation and scheduling to reduce costs.
• Inspire, mentor, and manage your team to maintain the highest service standards and continuously improve.
• Ensure vehicles and resources are managed effectively for seamless operations.
• Monitor key performance indicators and use insights to enhance service delivery.

About you

• The ability to provide care and sensitivity to families while upholding the dignity of the deceased.
• Experience in resource planning, fleet management, or similar operational roles is an advantage.
• Strong multitasking skills and the ability to manage priorities effectively.
• Holds a Full UK Driving Licence (Essential)
• Willing to work flexibly, including weekends and on-call duties as required

What We Offer

• A meaningful role supporting families when they need it most
• Full training provided.
• Uniform and all necessary equipment provided
• 30 – 33 days annual leave, inclusive of bank holidays
• Company pension, employee assistance programme, and life assurance

We wouldn’t be able to provide this essential service without our people. If you’d like to be part of a compassionate team dedicated to delivering the highest standards of care — we’d love to hear from you.

About Us

At Dignity, we’re here for families when it matters most. With compassion, professionalism, and integrity at the heart of everything we do, we take pride in supporting people through one of life’s most difficult moments. Every member of our team plays a vital role in delivering exceptional service and care to those who need us.

With over 500 funeral homes across the UK, Dignity Funerals is a trusted presence in local communities, operating under respected and well-known local names. We’re proud to offer a truly personal and attentive service — one that’s tailored to the individual needs and wishes of every family we support.

We’re also part of the wider Dignity Group, a growing organisation with the unique ability to support every aspect of end-of-life planning and care. This includes:

• Our Crematoria and Memorials Group, managing 45 crematoria nationwide
• Dignity Funeral Plans, giving people peace of mind by allowing them to plan ahead
• The recently acquired Farewill, a leading provider of online wills and probate services

Together, our goal is simple: to provide families with continuity, care, and clarity — from planning and preparation through to the funeral itself, and beyond.

FCA Statement

Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR).

Equality, Diversity and Inclusion Statement

Our Vision is to connect with our clients, colleagues, company and communities based on our principles whilst celebrating our differences.

We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed and bold action to promote inclusion and belonging.

Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.