Bereavement Services Operations Manager - Putney, London

The Bereavement Services Operations Manager will be responsible for the effective management, coordination, and continuous improvement of all operational activities within Enable's Putney Vale Bereavement Services. This includes crematorium operations, cemetery services, chapel service delivery, memorial provision, and administrative support functions. This senior operational leadership role operates in a sensitive, public-facing environment. The role carries direct responsibility for multiple operational teams and acts as the senior operational lead across the site, ensuring all services are delivered safely, compliantly, and to the highest standards of dignity, compassion, and professionalism.

Reporting Lines and Management Responsibility

• Cemeteries Manager
• Crematoria Technicians
• Crematorium Administrative Staff
• Chapel Attending and Service Staff
• The Bereavement Team (professionals based at Putney Vale or North East Surrey)

Responsibilities

Service Operations

• Lead the daily operational delivery of cremation, burial, chapel, and memorial services across the site.
• Ensure cremations and burials are carried out in accordance with legislation, guidance, and local procedures.
• Oversee service scheduling, chapel usage, and operational coordination to ensure smooth service delivery.
• Act as senior operational contact for incidents, service disruption, and complex operational matters.

Leadership and Staff Management

• Provide visible and effective leadership across all operational teams, promoting consistent service standards and collaborative working practices.
• Manage performance, attendance, conduct and development of reporting staff.
• Ensure staffing structures, rota and operational cover are appropriate to meet service demands.
• Promote a respectful, supportive and professional working culture aligned with bereavement service values.

Compliance, Safety and Risk

• Ensure full compliance with cremation regulations, burial legislation, environmental permits and health and safety law and obligations to Wandsworth Council.
• Develop, review and maintain risk assessments, method statements, audits and incident & near-miss reporting.
• Ensure safe working practices for staff, contractors and the public.
• Support inspections, audits and regulatory reviews as required.

Customer Care and Stakeholder Liaison

• Ensure bereaved families receive a consistently high standard of care, sensitivity and professionalism.
• Manage relationships with funeral directors, officiants, clergy, celebrants, suppliers and contractors.
• Take responsibility for handling complex enquiries, complaints and service concerns.

Financial and Resource Management

• Support budget oversight, resource planning and cost-effective service delivery.
• Identify opportunities to improve operational efficiency and service resilience.
• Contribute to service planning, development initiatives and performance monitoring.

Site Standards

• Ensure buildings, chapels, crematory areas, cemeteries and grounds are clean, safe and appropriately presented.
• Report and follow up on incidents, near misses and other concerns in a timely manner.
• Oversee contractors and suppliers to ensure quality, value and compliance.

Qualifications

• Recognised Cremation Technician qualification (e.g. CTTS or equivalent).
• Proven experience in managing operational services within a regulated or public-facing environment.
• Demonstrable experience leading or managing multiple teams or functions.
• Strong understanding of the need for dignity, accuracy and professionalism in bereavement services.
• Ability to make sound operational decisions in complex or sensitive situations.
• Excellent interpersonal and communication skills with the ability to engage effectively with staff, stakeholders and members of the public.

Desirable Requirements

• Knowledge of cremation and burial legislation and environmental compliance.
• Experience within a local authority or similarly accountable organisation.
• Experience of managing budgets, income streams or service performance.

Benefits

• 30 days of annual leave (plus 8 bank holidays).
• Life insurance.
• Reward schemes (RewardHub membership, wellbeing budgets and cycle-to-work).
• A variety of social and wellbeing activities each month.
• Mental health and wellbeing perks (monthly talks, wellbeing hour, etc).
• Gym membership.

Equal Opportunity

Enable is strongly committed to creating a diverse and inclusive workplace and is an equal-opportunity employer. We encourage applications from candidates from all backgrounds.