Service Delivery Lead
North West London Care Centre, W10
Full-Time, Permanent
Dignity Funerals are a leader in the end-of-life care sector, recognised for our compassionate service and unwavering commitment to supporting families during life’s most challenging times. With a strong presence across London, we pride ourselves on upholding the highest standards of care, professionalism, and respect.
This is an opportunity to lead with purpose and oversee a vital part of our operations: the dignified care and journey of the deceased, from the moment they are brought into our care until their final farewell. As a Service Delivery Lead, you will ensure every detail is handled with the utmost respect, supporting families and ensuring excellence in service.
What will you be doing?
As Service Delivery Lead, you’ll be responsible for overseeing the entire care journey of the deceased while ensuring the highest standards of respect, dignity, and professionalism. You’ll manage a team dedicated to this sensitive and essential work, ensuring seamless operations from the point of death to the funeral ceremony.
- Coordinate the safe and respectful transfer of the deceased into our care from their place of death.
- Oversee their care within the care centre, including preparation, dressing, or embalming based on family requests.
- Facilitate movement to the chapel of rest for viewing when requested by bereaved families.
- Lead the team in ceremonial duties on the day of the funeral, including the careful and dignified handling of the deceased during their final journey.
- Manage the care centre efficiently, optimising team organisation and scheduling to reduce costs.
- Inspire, mentor, and manage your team to maintain the highest service standards and continuously improve.
- Ensure vehicles and resources are managed effectively for seamless operations.
- Monitor key performance indicators and use insights to enhance service delivery.
What are we are looking for?
We are seeking a compassionate and experienced leader who understands the importance of delivering exceptional service in a highly sensitive environment. Ideal candidates will bring:
- The ability to provide care and sensitivity to families while upholding the dignity of the deceased.
- Proven success in managing and motivating teams to deliver exceptional results.
- Experience in resource planning, fleet management, or similar operational roles is an advantage.
- Skill in handling sensitive situations with care and professionalism.
- Proficiency in interpreting data to guide decisions and improve performance.
- The ability to collaborate and influence both internal and external stakeholders.
- Strong multitasking skills and the ability to manage priorities effectively.
- A collaborative mindset, with a focus on collective success and delivering for families.
What do you get?
- Annual salary of £40,000 - £42,000 + £4,500 car allowance.
- 25 Days Holiday + Bank Hols.
- BUPA Private Healthcare (Self).
- Life Assurance X2 salary.
- Pension Scheme.
- Other discretionary company discounts.
- Access to our Apprentice and Development Courses to further your career.
What are the next steps?
If you are interested in learning more about Dignity Plc, please feel free to visit our website. Alternatively, to be considered for this role, please submit your application via the ‘apply’ button, where a member of our resourcing team will review your application.
Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and on-boarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR).
Please note in accordance with our pre-employment checks, all roles will require a criminal record check and further enhanced checks may apply. Certain roles will be subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy). Further details will be explained to you throughout the recruitment process.
Equality, Diversity, and Inclusion Statement
Our Vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences.
We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed, and bold action to promote inclusion and belonging.
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
