Bereavement Services Operations Manager in London

We are looking for an experienced and enthusiastic Bereavement Operations Manager to join our Putney Vale Crematorium team at Enable!

About Us: Enable is a charity dedicated to improving people's wellbeing and strengthening local communities. We work with councils, charities and other local organisations to deliver health, leisure, community services and events that enrich people’s lives and strengthen our local community.

At Enable, we value our employees and our culture, focusing on embracing diversity and fostering an inclusive, flexible and fun environment for employees to perform at their best. On top of a competitive salary and flexible working environment, employees will also receive:

• 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 & Wellbeing Perks (Monthly talks, Wellbeing Hour, etc)
• Gym Membership

Reports to: Business Development Manager

Based: Putney Vale Crematorium

Salary: £41051.43

Contract: Permanent, Full Time

Work Arrangement: 40 hours per week, On-site

Role Overview: 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 is a senior operational leadership role within a sensitive, public-facing environment. The postholder will ensure all services are delivered safely, compliantly, and to the highest standards of dignity, compassion, and professionalism. The role carries direct responsibility for multiple operational teams and acts as the senior operational lead across the site.

Reporting Lines and Management Responsibility: The Bereavement Services Operations Manager will have line management responsibility for:

• Cemeteries Manager
• Crematoria Technicians
• Crematorium Administrative Staff
• Chapel Attending and Service Staff

The Bereavement Team are a small team of professionals based at Putney Vale or North East Surrey. The team manages two crematoria, three busy cemeteries and two closed cemeteries. The team pride themselves on their work showing professionalism, empathy and compassion through everything they do, positively supporting the community in times of need.

Main Duties/Responsibilities:

• Service Operations: Lead the daily operational delivery of cremation, burial, chapel, and memorial services across the site. Supported by the cemeteries manager and our small bereavement teams, 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, rotas, 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, ensuring any incidents, near misses and other concerns are reported appropriately, in good time, and followed up. Oversee contractors and suppliers to ensure quality, value, and compliance.

Skills and Experience:

• Essential: A 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.

This is an exciting opportunity to be a part of a company that positively impacts the community around them! If you are someone that is motivated by a desire to enrich the lives of others and make a genuine difference, then please Apply Now and follow the prompts.

If this role is not quite right, however you are still interested in working at Enable then we encourage you to get in touch today on hr@enablelc.org.

Enable is strongly committed to creating a diverse and inclusive workplace and is an equal opportunities employer. We value diversity and encourage applications from candidates from all backgrounds. We believe that the more inclusive we are, the better our work will be. To find out more on our approach to Equality, Diversity and Inclusion, please visit our website.