Operations Manager

This role is primarily responsible for leading the Cremation, Keepsake Preparation and Pet Aftercare Services Teams whilst supporting the Client Care and Area Manager Teams to continually deliver exceptional pet aftercare services underpinning the company’s purpose in “Honouring life celebrating memories for generations.”

**About the position**

We are looking for dynamic and team-orientated person to manage our Cremation, Keepsakes Preparation and Pet Aftercare Services Team who provide a high level of customer service to veterinary industry partners and clients.

The role we are offering is a **permanent full-time **basis.

Reporting to the State Manager you will:
- Organise work rosters, covering annual leave and personal leave as required.

Organising regular team “huddle” meetings, including sending invites, taking minutes, and following up on tasks resulting from meeEnsure all cremation records are updated and maintained.

**Customer Service**
- Lead, guide and supervise the Cremation, Keepsake Preparation and Pet Aftercare Service teams in managing their activities in a timely manner whilst maintain a high level of customer service delivery.
- Nurture a positive culture within the company.
- Responsible for managing and training the teams in all aspects of their job to promote and deliver continued outstanding customer service delivery.
- Maintain open communication with staff setting goals and targets as per the company’s review, training, and development policies.
- Collaborate with Relationship Managers regarding feedback from the Client Field team to implement new initiatives to deliver better service to vets and clients.
- Assist the Client Care Team with investigations around customer complaints and expectations whilst working towards satisfactory resolutions for both the customer and the company.
- Manage the Human Resource activities and procedures in line with the company’s values and in accordance with relevant legislations.
- Demonstrate effective, clear communication skills with compassionate yet professional temperament, with the ability to communicate at all levels with both internal and external customers.
- Responsibility for warehousing stock and stock management
- Attend team and company meetings as required.
- Take personal responsibility for upholding standards relating to presentation, property, hygiene, including prompt reporting of loss, damage, or maintenance needs.
- Taking the lead on safety and implementing “Toolbox” training and ensuring compliance with OH&S policies and procedures
- Responsibility for reporting hazards and risks that may cause harm or injury.
- Other duties as required aligned to the role’s operational requirements.

**Administration**
- Organise work rosters, covering annual leave and personal leave as required.
- Organising regular team “huddle” meetings, including sending invites, taking minutes, and following up on tasks resulting from meetings
- Ensure all cremation records are updated and maintained accurately and in a timely manner in accordance with company policy and procedures
- Manage the tagging and packing process ensuring the procedures align with company policy and standards.
- Develop reports as required.

**Systems & Standards**
- Adhere to the Company’s policies and procedures for all relevant tasks undertaken.
- Continually work towards improving the operational systems, processes, and policies in support of company’s service delivery and standards
- Accountable for ensuring the maintenance and basic repairs to site equipment is carried out in accordance with the service and maintenance schedules.
- Accountable for ensuring all facility equipment in the Edenhills Lonsdale Crematorium premises are serviced and maintained in accordance with company and manufacturers requirements.
- Support the State Manager as required.

To be successful you will need:

- Minimum of 3 years’ experience in a Management / Supervisory role
- Effective verbal and interpersonal skills
- Exceptional customer focus and service orientation
- Technical appreciation of industrial equipment
- Forklift licence preferred
- Fit for work carrying out manual handling tasks.
- Intermediate Microsoft suite experience
- Ability to effectively manage multiple tasks and prioritise work effectively.
- Ability to make well-informed decisions and work positively under pressure