The Hurlet Crematorium Manager Position Application
The role of the Crematorium Manager is to oversee the delivery of excellent service to our customers, manage and develop the team, undertake targeted and appropriate marketing, build relations with local stakeholders and deliver financial performance to agreed budgets.
Delivering Excellent Customer Service
- Show empathy and compassion in emotional situations.
- Be flexible and accommodating to meet the wishes of customers.
- Demonstrate problem-solving and mediation skills to cope with conflict, stress and crisis situations.
- Instill a strong customer-service ethos in all members of the team.
- Ensure the facility is clean and tidy and that the grounds are well kept.
- Ensure services are delivered on and to time.
- Manage, grow and develop our memorial sales options.
Recruit, Manage and Develop the Horizon team
- Run effective recruitment processes.
- Interview and assess candidates against agreed job descriptions for positions within the crematorium.
- Induct new joiners so they are quickly integrated.
- Undertake a formal review of the performance of all staff members every six months. Set targets and measure progress against previous targets.
- Deliver in-house and external training for staff.
- Deal with management issues effectively and quickly.
Marketing
- Build strong and positive relationships with funeral directors.
- Build effective links with other stakeholders who can refer customers – celebrants, hospice managers, care home managers, etc.
- Organise appropriate marketing and communications/promotional events.
- Ensure that staff help raise money for Horizon’s local charity partners.
- Undertake local media relations as appropriate.
Crisis Management
- Understand and implement appropriate parts of the Company’s crisis management plan in the event of an incident.
Financial Management
- Understand the overall financial health of the facility and take appropriate action to overcome financial issues, in discussion with line manager.
- Grow business volumes in line with agreed targets.
- Oversee prompt production of invoices, deal with electronic, cash and cheque payments, chase debtors.
- Conduct stock takes.
- Provide information on a monthly and annual basis to allow the production of management accounts.
Professional
- Have successfully completed, or be working towards completion of the ICCM Diploma.