Crematorium Manager (Contract) at Breakspear Crematorium – London Borough of Hillingdon (2025-08 – Present)
Led operational transformation initiatives and managed comprehensive crematorium and cemetery operations including financial governance, debt recovery, team management, and compliance.
- Led operational transformation initiatives to improve financial governance, income recovery processes, and internal reporting across site operations.
- Managed debt recovery processes in partnership with the Corporate Income Team, monitoring the substantial aged debt and resolving outstanding balances to improve revenue collection.
- Took immediate action to address historic and bad debt, negotiating a recovery agreement with several debtors within the first month in post which resulted in over 60% of outstanding debt (including sums over 2 years old) being recovered within 6 months.
- Utilised spend control panels to monitor departmental expenditure, ensuring compliance with budget allocations, and identifying opportunities for cost control.
- Raised and authorised purchase requisitions in accordance with financial governance procedures, coordinating with procurement and finance teams to ensure timely processing of purchase orders and supplier payments.
- Liaised with Corporate Income, Anti-Fraud, Digital Platforms, and Finance departments to investigate financial discrepancies, improve system processes, and maintain compliance with organisational policies.
- Supported the implementation and optimisation of digital platforms used for operational and financial management, improving workflow efficiency, and reporting accuracy.
- Investigated disputed invoices and irregular transactions, working collaboratively with finance and anti-fraud teams to ensure appropriate resolution and risk mitigation.
- Produced operational and financial reports for senior management to support informed decision-making and budget oversight.
- Oversaw and managed the operations of the crematorium and cemetery services.
- Managed a multidisciplinary team including office staff, crematorium operatives, gravediggers, and grounds maintenance personnel.
- Managed end-to-end recruitment processes including advertising roles, shortlisting candidates, interviewing, and onboarding new staff.
- Oversaw maintenance and improvement of grounds, buildings, and operational equipment, coordinating with facilities teams to ensure safe, compliant, and efficient site operations.
- Planned, implemented, and evaluated training initiatives to enhance team capability, compliance, and service quality.
- Conducted appraisals and one-to-one meetings, supporting professional development, improving performance, and ensuring compliance and alignment with organisational goals.
- Managed banking reconciliations, verifying transactions and resolving discrepancies to maintain financial accuracy and compliance.
Deputy Manager at Kensal Green Cemetery & West London Crematorium (2023-10 – 2025-07)
Managed a team of 15 and oversaw all cemetery and crematorium operations, ensuring statutory compliance, maintaining accurate registers, and implementing strategic improvements.
- Managed a team of 15 including Administrators, Chapel Attendant, grounds team including Grounds Team Foreman, Grave Diggers / Cremator Operators and Grounds Maintenance.
- Oversaw and managed the operations of the cemetery and crematorium services.
- Ensured all burials, cremations and memorial services were carried out in a respectful, legal and timely manner.
- Maintained accurate Statutory Registers on specialised Computer systems, updated electronic and paper systems which included cremation applications, correspondence to cremation applicants about the options for ashes, memorial options, cremation dispersals, incoming and outgoing mail, receipts and invoices, in accordance with cremation and cemetery legislation and service standards applicable.
- Managed recruitment, staff rotas, appraisals / regular one-to-ones, encouraging career development and training across all functions. Promoted a high-performing team culture that aligned with organisational values and encouraged continuous improvement.
- Managed budgets, monitored expenditure, and reported on financial performance. Carried out annual pricing reviews, implemented cost-saving initiatives while maintaining service quality and ensured legal compliance.
- Oversaw maintenance and improvement of grounds, buildings and equipment.
- Organised various training for all staff in accordance with the needs of the cemetery and crematorium including Health and Safety.
- Planned and implemented future development of the facility.
Cemetery Services Officer at Welwyn Hatfield Borough Council (2021-10 – 2023-10)
Managed grounds maintenance contracts, customer services operations, administrative processes, and led comprehensive training initiatives. Played pivotal role in new crematorium project.
- Managed the grounds maintenance contract, ensuring impeccable cemetery maintenance.
- Conducted meticulous maintenance checks across multiple cemeteries, coordinating with Churchyard staff for optimal upkeep.
- Managed day-to-day customer services operations, addressing cases, answering queries, and resolving complaints within strict timelines.
- Orchestrated and maintained up-to-date burials and cremation schedules, ensuring seamless coordination with external stakeholders and adherence to strict timelines.
- Lead comprehensive training initiatives for new team members, equipping them with skills and knowledge necessary for successful role execution.
- Advised customers comprehensively on Cemetery Services policies, permits, burial rights, deeds transfer, and other regulations.
- Streamlined administrative processes, including processing memorial permits, diary management for burials, and sales of memorials.
- Led the creation of policies and procedures for memorial installations, burials, cremations, and memorial purchases, ensuring compliance with legal frameworks.
- Played a pivotal role in the new crematorium project in Hatfield, attending regular site progression meetings, contributing insights, and influencing design choices.
- Provided mentorship and training to new Bereavement Services Officers, equipping them with skills in all facets of the role.
- Led, motivated, and supervised a team of 4 Bereavement Officers, providing guidance and support to ensure consistent excellence in service delivery.
- Established efficient holiday and lunch rotas, ensuring seamless office operations throughout the year.
- Conducted regular staff appraisals to evaluate performance, provide constructive feedback, and promote professional growth. Discussed goals, tasks, and progress, ensuring alignment team objectives. and individual growth trajectories.
- Enhanced departmental efficiency through strategic process adjustments and effective resource allocation.
- Conducted data analysis, generating pivotal insights through pivot tables and reports for management and stakeholders.
- Managed sensitive and complex cases, displaying compassion and professionalism while maintaining composure in challenging situations.
- Managed the department's budget effectively, allocating resources judiciously and implementing cost-saving initiatives without compromising service quality.
- Cultivated a positive and motivating team culture by recognising achievements and assigning tasks that showcased individual contributions, leading to a passionate and engaged workforce.
- Expertly managed customer complaints and internal conflicts, demonstrating exceptional problem-solving skills and maintaining a positive customer experience.
- Elevated team performance, optimised processes, and ensured the consistent delivery of exceptional services within the Bereavement Services department through dynamic leadership and dedication.
Bereavement Services Officer/Team Leader at Islington & Camden Cemeteries and Islington Crematorium - Islington Council (2014-10 – 2021-09)
Supervised bereavement team in daily operations, provided customer guidance, optimised administrative procedures, and devised infringement policy with database implementation.
- Supervised and led the bereavement team in daily operations, customer services, handling cases, responding to inquiries, and effectively resolving complaints within tight deadlines.
- Provided thorough guidance to customers regarding policies related to Cemetery Services, as well as information on permits, burial rights, deed transfers, and various other regulations.
- Optimised administrative procedures, which encompassed tasks such as handling memorial permits, coordinating burial schedules, and facilitating memorial sales.
- Offered guidance and training to existing colleagues and newly appointed Bereavement Services Officers, ensuring their proficiency across all aspects of the position.
- Assumed leadership of the Bereavement team and was awarded an honorarium role in d
- Engaged in cooperative efforts with interdepartmental teams and external contractors, spanning IT, media communications, environmental health, social services, and procurement.
- Raised and managed purchase orders, verified invoices, and performed bank reconciliations.
- Handled intricate and delicate cases with a blend of compassion and professionalism, demonstrating poise even in demanding circumstances.
- Devised an infringement policy, set up a database, established protocols and procedures for its implementation, and executed the removal of memorabilia and memorials falling within the policy's infringement category.
Children's Centre Receptionist at Islington Council (2004-09 – 2014-10)
Managed busy reception area, handled phone calls, emails, and in-person inquiries. Coordinated appointments and schedules while maintaining professional and welcoming atmosphere.
- Successfully managed a busy reception area by handling phone calls, emails, and in-person inquiries while maintaining a friendly, professional, and welcoming atmosphere for a diverse range of visitors.
- Played a key role in daily operations through appointment coordination, schedule management, and collaboration with staff to enhance communication and overall centre efficiency.
- Proactively improved reception procedures for better efficiency and contributed to team development by assisting in training new staff, showcasing leadership and initiative.
