Bereavement Services Operations Manager

About the Role

Middlesbrough Council seeks an experienced Operations Manager for Bereavement Services within Environmental Services. This role oversees bookings, administration, and service coordination, ensuring smooth, efficient, and compliant operations supporting burial, cremation, and memorial services.

Key Responsibilities

• Lead and supervise administrative and coordination tasks.
• Manage booking systems, scheduling, and allocation of services.
• Maintain accurate, compliant records and documentation.
• Oversee and develop a team of administrative and customer service personnel.
• Act as the primary liaison with stakeholders including partners and service users.
• Handle complex and sensitive inquiries and complaints with professionalism.
• Monitor, evaluate, and enhance service performance, efficiency, and customer satisfaction.
• Improve systems, processes, and adopt digital working methods.
• Ensure alignment with relevant legislation, policies, and internal procedures.
• Support financial operations including fee management, invoicing, and income tracking.

Candidate Profile

• Experience managing administrative or operational services within a busy environment.
• Strong organizational, planning, and coordination capabilities.
• Demonstrated leadership skills and ability to drive team performance.
• Meticulous attention to detail related to records and compliance.
• Capability to handle sensitive or complex situations professionally.
• Excellent communication and stakeholder management skills.
• Ability to prioritize tasks effectively and work under pressure.