Crematorium Operations Manager at Enable

About Us

Enable is a charity dedicated to improving people's wellbeing and strengthening local communities. Core to our work is the development of strong working relations with councils, charities and other organisations to deliver, health leisure and community services and events that enrich people's love.

Benefits

• Flexible working hours & a hybrid working environment
• 30 days of annual leave (plus 8 bank holidays), 3 additional free days off at Christmas
• Life Insurance
• Reward Schemes (RewardHub Membership, wellbeing budgets and cycle to work)
• Mental Health & Wellbeing Perks (Yoga, activities, massages, monthly talks)
• Free Gym Membership
• A variety of social activities

Crematorium Operations Manager

Reports to: Head of Bereavement

Based: Putney Vale Cemetery, SW15 3DZ   

Salary:  £33,288

Contract: Permanent, Full Time

DBS: None  

Role Overview

We are looking for a motivated, organised and enthusiastic individual to work in our Bereavement Services team based at Putney Vale Crematorium. We thrive to provide an exceptional level of customer service to the bereaved, visitors and to our stakeholders. 

Reporting to the Head of Service, you will be responsible for the direct management of 5 staff including crematorium technicians, weekend attendants and administrator. You will also provide support to both the Cemetery manager and wider administration team. You will be responsible for the provision of funeral services in our chapels and for the operational aspects of the crematorium and gardens of remembrance.  

You will have experience as a cremator technician and hold the ICCM CTTS (Crematorium Technicians Training Scheme) qualification. Experience of supervising a small team would be an advantage. Experience of using computerised administration systems based on Microsoft packages with sound knowledge of databases is also desirable.  

You will be prepared to study for the ICCM Certificate of Crematorium Management. 

You will be dealing with the bereaved in often stressful circumstances; it is, therefore, essential that you have a high level of empathy and good communication and customer care skills.  

Job Purpose

• Responsible to the Head of Service for all statutory and non-statutory cremation and crematory operations, procedures and duties relating to the chapel to ensure the professional management of Putney Vale crematorium. This is to include continued liaison and support to the office based team and set aspects of the Garden of Remembrance.
• Responsible for ensuring that all cremation operations are carried out in accordance with standards laid down by the Institute of Cemetery and Cremation Management (ICCM) and statutory regulations as part of the crematoriums Pollution Prevention Control Environmental permit providing all associated information to the Council's Environmental Officer as required.

Job Dimensions

• Responsible for the day to day supervision of 2 crematorium technicians, 2 weekend attendants and 1 administrator in all duties attached to the Crematorium and Gardens of Remembrance, including those duties performed when acting in the role of chapel attendant. Rotate as necessary, or when instructed, the various duties within the crematorium building, and to cover other members of staff during periods of sickness and holidays etc.
• Responsible for the locking and unlocking of the chapels, crematorium and associated buildings and equipment upholding the general security of the buildings, acting as a key holder.
• The ability to undertake manual handling duties including the movement and charging of coffins into the cremator and other associated duties.
• Provides cover for the Crematorium Manager at North East Surrey Crematorium (NESC) as required to ensure reciprocal arrangements continue in accordance with the contractual agreement between the Council, Putney Vale and the NESC board.

Main Duties & Responsibilities

• Ensures statutory information is correct and in place cross referencing all associated information before allowing the cremation to take place and that a daily log of cremations and associated technical data is maintained and where necessary reported to the Head of Service, Council and Environmental Health Officer.
• Responsible for the administration function of the business in relation to the crematorium and memorials and expected to carry out the administration function where required to cover for leave and sickness etc.
• Ensures that routine daily maintenance of cremators, analytical equipment, and associated equipment is carried out and that it is completed in accordance with the directives as laid down by the equipment suppliers/manufacturers and the Council’s Technical Consultant.
• Ensures that cremated remains are properly identified in accordance with crematorium procedures, properly labelled and disposed of in accordance with written instructions keeping a permanent record of all cremations carried out and, as appropriate, records the location of the ashes and their locations in the Garden of Remembrance.
• Liaise with Funeral Directors and Clergy to ensure that all funeral services arrive on time and remain on schedule to avoid delay.
• Responsible for the organisation of each funeral service
• Escort permitted relatives to the crematory to witness the charging of the coffin and to ensure their safety in that part of the building until they return to the public area.
• Ensures that each crematorium attendant wears appropriate clothing at all times when on duty, paying particular attention to cleanliness and neatness of attire and that relevant PPE is used.
• Ensure that all details of repairs necessary to the crematorium building, fixtures, fittings and equipment are promptly reported to the relevant department for appropriate attention and that sufficient stocks of tools, equipment and materials necessary for the performance of the services are maintained and available.
• Ensures that all staff adopt a sympathetic and tactful approach to bereaved relatives, assisting them in any way possible.
• Ensures that the Book of Remembrance is open at the correct date each day; to permit members of the public to inspect other dates if instructed to do so by administration staff. Similarly ensuring that the Electronic Book of Remembrance is also made available to the public.
• Investigates and responds to complaints on matters relating to the crematorium, gardens of remembrance and memorialisation.
• Works with the Head of Service to identify areas to improve the business and with the Cemetery Manager to organise the annual memorial service, open days and other events throughout the year.
• Attends burials, including escorting the procession to graveside, attends the burial/interment and strewing of cremated remains.

Person Specification

• Proven experience of working within bereavement services in a cemetery and or crematorium environment.
• A background in managing and supervising staff within bereavement services demonstrating excellent organisational skills with the ability to delegate, manage and motivate staff to work in a team environment.
• Proven experience relating to statutory and non-statutory bereavement documentation.
• Proficient in the use of word, excel, outlook and bespoke software systems including BACAS effectively and efficiently to support and deliver tasks as required.
• Experience in liaising with the general public in a similar environment.
• Holds the ICCM CTTS qualification and is prepared to study towards the ICCM Certificate in Crematorium Management.
• Holds or is prepared to study for the IOSH Health and safety certificate
• Ability to deal with the public under, at times, stressful and emotive situations and to maintain a polite, sympathetic manner whilst providing excellent customer service.
• Ability to communicate effectively with a wide range of customers and key stakeholders including funeral directors, religious leaders, the public, staff, contractors and other individuals and organisations.
• To be prepared to work additional hours, as required, meeting the needs of the service including weekends.
• A general understanding of safeguarding vulnerable adults and young people and a willingness to attend/complete training as required.
• The ability to deal effectively with people from different cultural and ethnic backgrounds and to commit to implement the company’s equal opportunity policy.
• Holds a valid full driving licence (desirable) and own transport for use on company business.