Service Delivery Lead – Dignity Funerals
2023 – Present
- Led multi‑site operational delivery across five core teams, improving workflow efficiency by 25% through structured planning, performance monitoring and proactive resource allocation.
- Strengthened compliance and audit readiness by embedding updated procedures aligned with regulatory and quality frameworks, reducing administrative errors by
30%.
- Coached team leaders and supervisors to build capability, closing skills gaps within six months and improving deployment accuracy by 30%.
- Improved customer experience by implementing preventative communication practices, reducing complaint escalations and supporting higher service satisfaction.
- Provided values‑led leadership in a sensitive care environment, ensuring dignity,
professionalism and consistent service standards across all teams.
- Delivered full budget oversight, achieving responsible cost control through resource optimisation and supplier negotiation.
- Built strong internal and external relationships with funeral directors, regional managers, community partners and operational leaders to support service improvement and retention.• Produced regular performance reports and insights for senior leadership, identifying opportunities for growth, quality improvement and operational consistency.
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Sub Officer (Watch Manager A) – London Fire Brigade
2009 – 2023
- Led large, diverse teams in high‑risk, time‑critical environments, consistently achieving operational performance targets and maintaining strong team cohesion.
- Directed real‑time incident response using risk management, situational awareness and multi‑agency coordination to protect life, property and community wellbeing.
- Delivered community engagement and prevention programmes that strengthened public trust and improved local safety outcomes.
- Managed operational schedules, training plans and competency assessments to maintain readiness, compliance and service standards.
- Produced detailed operational documentation, risk assessments and statutory reports supporting organisational learning and regulatory compliance.
- Facilitated multi‑agency meetings, briefings and debriefings, ensuring clear communication and collaborative problem‑solving across partner organisations.
- Recognised with multiple awards for leadership, strategic planning and operational excellence.
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Coroner’s Officer – Metropolitan Police Service
2004 – 2009
- Managed complex, sensitive investigations from referral to inquest, ensuring accurate documentation, statutory compliance and timely case progression.
- Provided compassionate support to bereaved families, maintaining clear communication and upholding professional standards throughout the investigative process.
- Coordinated with hospitals, legal representatives, funeral directors and government agencies to support multi‑stakeholder case management.
- Produced detailed case files, evidence logs and reports, improving administrative accuracy and reducing documentation errors.
- Supported major incident operations including aviation disasters, international repatriations and mass‑fatality events, ensuring procedural integrity and effective inter‑agency collaboration.
---Embalmer / Funeral Service Operative – Dignity Caring Funeral Service
1997 – 2004
- Delivered high‑quality care and preparation of the deceased, ensuring dignity,
respect and compliance with legal and professional standards.
- Coordinated logistics, transportation schedules and operational plans to support seamless service delivery across multiple sites.
- Built strong relationships with clergy, crematoria and partner agencies to ensure smooth, compassionate service for families.
- Trained colleagues in restorative techniques, improving mortuary practice and service quality.
- Maintained accurate documentation, chain‑of‑custody procedures and operational readiness through fleet management and on‑call coordination.
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Embalming Consultant / Disaster Management Consultant – Kenyon International
Emergency Services
2002 – Present
- Supported large‑scale international operations, coordinating logistics,
documentation and multi‑agency collaboration in high‑pressure environments.
- Applied structured DVI procedures to support accurate identification and repatriation of deceased individuals.
- Delivered on‑site support during complex deployments, ensuring safe, compliant and efficient operations in sensitive, regulated settings.
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Technical Skills
- Multi‑site leadership
- Quality frameworks and compliance
- Basic CQC/CIW regulatory understanding
- Performance monitoring and reporting
- Scheduling and resource planning
- Budget management and cost control
- Training programme design
- Health and safety documentation
- Operational planning and delivery
- Data accuracy and record keeping
---Core Competencies
- Coaching and developing managers
- Customer experience and retention
- Values‑led leadership
- Change management
- Stakeholder relationships
- Problem‑solving and decision‑making
- Cross‑department collaboration
- Service standards and continuous improvement
- Communication and relationship building
- Supporting diverse teams
