Client Experience Team Leader

At Southern Co-op we offer a lot more than just a job. As we are completely owned by our 200,000+ 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 have an exciting opportunity to join our Funeralcare team as an Client Experience Team Leader. 

In this role you’ll plan and support the day-to-day operations of the Area, providing funeral home cover, deliver funeral plan sales and be responsible for running the day-to-day client experience operation. You'll deputise for the Area Client Experience Manager in their absence, ensuring delivery of the best end of life care, support and client experience through the arrangement and delivery of funerals, memorialisation and aftercare services.

You must hold a full UK driving licence with access to you own vehicle. 

What to expect 

• Confidently manage, support and process all enquiries in line with company procedures, the Funeral Director Code and FCA regulation.


• Become FCA certified in order to sell funeral plans, whilst ensuring the fair treatment of clients.


• Arrange and administer funeral consultations, funeral plan sales, memorialisation orders and aftercare services in-line with company policies, statutory legislation, internal KPI’s and the Funeral Directors Code.


• Ensure correct care and ownership of the deceased is maintained and delivered and conduct Reflection Room visits.


• Supervision of colleagues and inspire them to deliver the best care, support and experience to clients, families and deceased.


• Supporting the Area Client Experience Manager to develop and evolve the client experience proposition.


• To deputise, support and assist the Area Client Experience Manager with matters including payroll, overtime, rotas, recruitment, training, compliance visits, complaints, and any other operational matters.


• Receive payments from clients and complete administration of financial documentation, petty cash and weekly bookwork.


• Ensure security & standards of our premises and company equipment.


• Be proactive in community engagement initiatives to become the communities’ choice.

 Key skills required 

• Previous experience of end-of-life services (desirable).


• Must be able to achieve FCA certification and advanced knowledge in relevant FCA related regulations and their responsibilities.


• Ability to demonstrate an understanding of the needs of the bereaved in a caring, supportive and empathetic manner.


• Strong customer service management in an operational environment with commercial and financial awareness.


• Excellent organisational skills and high attention to detail.


• Computer literate with experience of Microsoft office


• Consistently self-motivated and uses initiative in problem solving and decision making.


• Team player with strong influencing, presentation and able to communicate at all levels.

 Benefits 

• Salary of £29,900


• 31 days of annual leave (incl bank holidays) increasing over time to a maximum of 36 days after 10 years’ service.


• 20% discount in stores


• Healthcare cash plan


• Share incentive plan


• NEST pension


• Opportunities to develop your skills through apprenticeships and our own in-house training & development programmes

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

INDELS