Deborah Sneath

Experienced Customer Service Manager with almost 30 years in customer-facing and operational roles, currently leading 28 colleagues and consistently achieving customer service KPIs above 96%, with performance improving year on year. Strong expertise in complaint resolution, customer experience, performance management, operational standards, compliance, reporting and team development. Experienced in managing complex customer cases and supporting regional operations across multiple sites.

Senior Funeral Director / Funeral Service Manager - Co-op Funeralcare - Nottingham

(2016-02)

• Lead and develop a team of 28 colleagues, with responsibility for customer service, performance, operational standards and colleague development.
• Consistently achieve customer service KPIs of 96%+, with performance improving year on year through focus on service standards, customer feedback and colleague development.
• Manage complex customer complaints from investigation through to resolution, balancing customer needs with business requirements and maintaining professional standards.
• Monitor service performance and operational standards, using reporting and customer feedback to identify improvement opportunities.
• Manage colleague performance, including reviews, absence management, investigations, disciplinary procedures, grievances, appeals and facilitated conversations.
• Completed a six-month Care Logistics Manager secondment, supporting approximately 40 colleagues across multiple locations while retaining existing leadership responsibilities.
• Previously managed 18 Funeral Directors across two regions and two care centres, developing multi-site operational and people-management experience.
• Regularly provide cover and support for the Regional Manager, contributing to budget awareness, compliance, operational performance and business decision-making.
• Drive implementation of company policies, procedures and professional standards, identifying gaps and supporting practical improvements.
• Coach colleagues against service and performance expectations, helping teams maintain consistent customer outcomes.

Funeral Director - Co-op Funeralcare - Nottingham

(2003-07 - 2016-02)

• Managed the complete customer journey from initial enquiry through to delivery of the funeral service.
• Built trusted customer relationships by identifying individual needs and providing accurate, personalised advice and arrangements.
• Handled sensitive customer concerns and changing requirements, resolving issues while maintaining service standards.
• Completed legal, administrative and third-party documentation accurately and within required processes.
• Developed strong community and stakeholder relationships, supporting customer retention and local reputation.

Funeral Director - A.W. Lymn - Nottingham

(2000-06 - 2003-06)

• Promoted to qualified Funeral Director following completion of the NAFD Diploma in Funeral Directing.
• Managed customer arrangements from initial contact through to the day of the funeral.
• Provided professional customer advice and maintained high service standards throughout the customer journey.

Funeral Arranger - A.W. Lymn - Nottingham

(1998-02 - 2000-06)

• Managed customer arrangements, administration and legal documentation from initial call through to the funeral.
• Liaised with third-party stakeholders and suppliers to ensure arrangements were delivered accurately and on time.

Diploma - Funeral Directing - NAFD (2000-04 - 2002-06)

Business Administration - NCN, Nottingham (1997-09 - 1998-09)

Hairdressing - Clarendon College (1983-05 - 1985-05)