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.