At the Heart of England Co-operative Society, we are a small, independent, regional business operating through 16 funeral homes in Coventry, Warwickshire, South Leicestershire, and Northamptonshire serving our client families to the very highest standards with our committed team of experienced professionals.

The role covers the Lower Holyhead Road, Coventry area. The successful candidate will be able to work well as part of a team as well as working to their own initiative. We require someone who can work well under pressure whilst maintaining a sympathetic manner and being sensitive to the needs of others. Working 39 hours per week, which will include weekends and the on-call rota, reporting to the Head of client services you will deliver the highest standards in client care through exceptional service being delivered throughout the key stages of the funeral journey in line with the Heart of England client service processes, policies, and business standards, and contribute to the financial success of the business.

Responsible for:

• Being an Ambassador for the Funeral Division and the Society as a whole, at all times

• Assisting covering duties outside normal business hours (i.e., nights, weekends, and statutory/customary holidays)

• When required to delegate tasks to Community Funeral Directors and Personal Funeral Advisors to achieve exceptional client service

• Supporting first line colleagues in achieving the Locations and Goals and Objectives

• Management of physical resources including colleagues and premises which fall under your area of responsibility

• Develop the Location through actively planning and participating in local community activity

• To maintain and be responsible for high standards of personal appearance, speech, and conduct.

• To Fully establish the clients’ requirements and to offer and advise on all appropriate products

• To be an expert in all areas, be conversant with local customs and practices within the local community (all denominations and faiths)

• Assist with presentation of deceased for visits, to oversee supervise and conduct funerals.

• To ensure effective liaison with all external agencies and authorities, ensuring all details are correct

• To ensure records are kept up to date and correctly entered onto our funeral administration system.

• Ensure compliance of employees with Society’s policies and Procedures, ways of working and standard funeral operating procedures, Health & Safety guidelines, NAFD, FPA, FCA and other relevant bodies guidelines and regulations.

• To Secure premises and assets and to ensure the public and private areas of the funeral location are to the desired standard.

Core skills requirements:

• Knowledge of FCA requirements and NAFD (desired)

• Excellent communication skills including strong written and spoken English

• You will be a role model who is able to lead and delegate.

• Good numeracy skills and Strong IT skills in relation to computer systems

• Confident and professional telephone manner

• Experience of providing a confidential, diplomatic, and discrete service to clients

If you’re successful in your application, we’ll perform some background checks as part of our pre-employment screening process. These will include a basic DBS (disclosure and barring service) check.

In return for your hard work, we offer our colleagues a comprehensive range of benefits such as:

• Staff discount in our 37 Food Stores and 16 Funeral branches,
• Employee Assistance Programme.
• Discounts for Co-operative Travel and AHF Furniture stores.
• Enhanced annual leave (rising with service).
• Eye care – we offer contributions to glasses for working at a screen as well as free eye tests.
• A competitive pension with up to 10% employer contributions.

INDHP