Area Client Experience Manager

We have an exciting opportunity to join our team as an Area Client Experience Manager. You’ll manage, develop and mentor the Funeral & Memorial Consultant team so client expectations are exceeded by delivering the best end of life client experience throughout all funeral homes.
We’re offering a permanent full-time role (39 hours per week)
This role will manage our branches in Bognor Regis, Brighton, Chichester, Felpham, Findon Valley, Goring-By-Sea, Hove, Peacehaven, Shoreham-By-Sea and Uckfield. As this is a field-based role you are required to hold a full driving licence valid in the UK and candidates should live within a reasonable commuting distance to these locations.
What we’re looking for
Your day-to-day tasks will include:
Embrace and support the delivery of the End-of-Life Services vision. Manage and deliver business objectives to ensure all funerals are arranged in a professional, caring and empathetic manner in-line with procedures
Support the Client Experience and Aftercare Manager to develop and evolve the client experience proposition and deliver the changes required professionally and positively
Manage, investigate and ensure a timely resolution of complaints. Report findings to the appropriate manager and complete correspondence to any associated parties in line with the complaints procedure
Embrace and endorse the bereavement and aftercare service for individuals, groups and colleagues
Manage, coach and develop Funeral & Memorial Consultants
Manage all elements of team performance including regular reviews, recruitment, underperformance, sickness, and absence.
Ensure standards and behaviours are continuously demonstrated whilst adhering to best practice through a culture of teamwork, accountability, and ownership, personally and across the team
Highlight gaps or areas for improvement in colleague recruitment, retention, performance management, health, wellbeing and learning & development for discussion and review
Deliver key financial KPIs and other financial targets on budget
Support the delivery of the End-of-Life Services / Southern Co-op business plan and service proposition ensuring commercial sensitivity
Robustly manage personnel budget and other P&L costs, authorisation of overtime, colleague rotas, and processing of payroll
Ensure compliance is proactively implemented across all policies and regulation
Ensure the security of our premises, vehicles and company equipment
Endorse and implement the key associated aspects of risk management
Implement and deliver the society’s community engagement business plan ensuring active individual and team involvement by promoting the End-of-Life Services / Southern Co-op brand proactively and positively
Liaise with external agencies and participate in business and professional networking opportunities to promote the activities and services of End-of-Life Services / Southern Co-op
Key skills required
Strong customer service management in an operational environment with commercial and financial awareness
Knowledge or experience within a funeral operational environment
Experienced in developing, coaching and managing a team through excellent people management and leadership skills.
An excellent communicator with the confidence to build strong relationships with multiple stakeholders at all levels.
Excellent planning and organisational skills ensuring attention to detail at all times and display the ability to be flexible and adaptable
Strong influencing, presentation and communication skills
Responds positively to change, ensuring effective communication across the team
Demonstrates client focus and experience with a professional, empathetic approach
Works effectively in a team environment and independently to achieve objectives
Excellent time management and prioritisation skills
IT literate and a competent user of MS Office
Ability to successfully network internally and externally and engage the team to embrace and build on new and existing links within the community
Company Benefits
At Southern Co-op we offer a lot more than just a job. As we are completely owned by our 127,000+ members, we put people first. Become part of the family with Southern Co-op, who are proud to serve local communities and put people first.
We can offer you:
31 days of annual leave (incl bank holidays) increasing over time to a maximum of 36 days after 15 years’ service.
10% discount in stores (double discount on payday weekends)
Healthcare cash plan
Share incentive plan
NEST pension
Cycle-to-work scheme
Referral Scheme
Refer a successful candidate and both parties will be rewarded with a £50 voucher.The referee will need to provide the referrers name, colleague number and store location when submitting an application.
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