Crematorium Operations Manager

Location: North East Surrey Crematorium
Contract Type:
Full Time (40 Hours)
£30,780 (ENS01)
Closing date: 29 November 2020

Ref: BE002

We are looking for a motivated, organised and enthusiastic individual to work in our Bereavement Services team based at North East Surrey Crematorium. We are a busy crematorium carrying out around 2000 cremations per year and providing an exceptional level of customer service to the bereaved, visitors and to our stakeholders.

Reporting to the Bereavement Services Manager, you will be responsible for the direct management of 5 staff including crematorium technicians, weekend attendants and the gardening team. You will also provide support to both the Bereavement Services Manager and the administration team. You will be responsible for the provision of funeral services in our chapels and for the operational aspects of the crematorium and gardens of remembrance.

You will have at least two years experience as a cremator technician and hold the ICCM CTTS (Crematorium Technicians Training Scheme) qualification. Experience of supervising a small team would be an advantage. Experience of using computerised administration systems based on Microsoft packages with sound knowledge of databases is also desirable.

You will be dealing with the bereaved in often stressful circumstances; it is therefore essential that you have a high level of empathy and good communication and customer care skills.

We are unable to provide sponsorship for this post.  In order to apply for this post, you must demonstrate your eligibility to work in the UK.

Diversity is valued at Enable Leisure and Culture and is important in the work that we do. Applications from all sections of the community are welcome and will be considered on merit. Should you have a disability and require any additional support or if you have any questions regarding the above role, please contact us at

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1.0 Job Purpose

 1.1 Responsible to the Bereavement Services Manager for all statutory and non-statutory cremation and crematory operations, procedures and duties relating to the chapel to ensure the professional management of North East Surrey crematorium. This is to include continued liaison and support to the Bereavement Services Manager for office-based duties and all aspects of the Garden of Remembrance.

1.2 Responsible for ensuring that all cremation operations are carried out in accordance with standards laid down by the Institute of Cemetery and Cremation Management (ICCM) and statutory regulations as part of the crematoriums Pollution Prevention Control Environmental permit providing all associated information to the Council’s Environmental Officer as required.


2.0 Job Dimensions

 2.1 Responsible for the day to day supervision of 2 crematorium technicians , 1 weekend attendant and 2 grounds staff in all duties attached to the Crematorium and Gardens of Remembrance, including those duties performed when acting in the role of chapel attendants. Rotate as necessary, or when instructed, the various duties within the crematorium building, and to cover other members of staff during periods of sickness, holidays etc.

2.2 Responsible for the locking and unlocking of the chapels, crematorium and associated buildings and equipment upholding the general security of the buildings, acting as a key holder as required.

2.3 The ability to undertake manual handling duties including the movement and charging of coffins into the cremator and other associated duties.

2.4 Provides cover for the Crematorium Manager at Putney Vale Crematorium (PV) as required to ensure reciprocal arrangements continue in accordance with the contractual agreement between the Council and NESC.


3.0 Main Duties and Responsibilities

 3.1 Ensures statutory information is correct and in place cross referencing all associated information before allowing the cremation to take place and that a daily log of cremations and associated technical data is maintained and where necessary reported to the Bereavement Services Manager.

3.2 Ensures that routine daily maintenance of cremators, analytical equipment, and associated equipment is carried out and that it is completed in accordance with the directives as laid down by the equipment suppliers/manufacturers and the Council’s Technical Consultant.

3.3 Ensures that cremated remains are properly identified in accordance with crematorium procedures, properly labelled and disposed of in accordance with written instructions keeping a permanent record of all cremations carried out and, as appropriate, records the location of the ashes and their locations in the Garden of Remembrance.

3.4 Liaise with Funeral Directors and Clergy to ensure that all funeral services arrive on time and remain on schedule to avoid delay.

3.5 Responsible for the organisation of each funeral service including:-

  1. Ensuring each funeral cortege is met at the crematorium;
  2. Conducting the cortege to the place of cremation or burial following established procedures;
  3. Ensuring that a member of the crematorium staff is in attendance at each service.

3.6 Escort permitted relatives to the crematory to witness the charging of the coffin and to ensure their safety in that part of the building until they return to the public area.

3.7 Ensures that each crematorium attendant wears appropriate clothing at all times when on duty, paying particular attention to cleanliness and neatness of attire and that relevant PPE is used.

3.8 Ensure that all details of repairs necessary to the crematorium building, fixtures, fittings and equipment are promptly reported to the relevant council department for appropriate attention and that sufficient stocks of tools, equipment and materials necessary for the performance of the services are maintained and available.

3.9 Ensures that all staff adopt a sympathetic and tactful approach to bereaved relatives, assisting them in any way possible.

3.10 Ensures that the Book of Remembrance is open at the correct date each day; to permit members of the public to inspect other dates if instructed to do so by administration staff. Similarly ensuring that the Electronic Book of Remembrance is also made available to the public.


4.0 Generic Duties and Responsibilities

 4.1 Ensures that all areas of the Crematorium, Chapels, offices, public toilets and related areas are cleaned to a good standard both inside and outside and recording of cleaning in the weekly schedule. Regularly checking that the Gardens of Remembrance are maintained to a high standard and all associated grounds tasks are completed.

4.2 Prepared to work additional hours as necessary to cover late and weekend services/cremations and assists with the arrangements for and attends the Annual Memorial Service. Additional hours to be taken as toil in agreement with the Bereavement Services Manager.

4.3 Responsible for carrying out 1-1 meetings with all direct reports, helping set objectives and identifying and providing training and development for staff to meet the requirements of their jobs.

4.4 Responsible for the evaluation, implementation and compliance with Health and Safety legislation, to ensure safe working practices of all staff, public and contractors in his/her working environment, in accordance with departmental safety arrangements, policies and codes. Undertake the role of H&S co-ordinator for Bereavement Services.

4.5 To comply with all of Enable Leisure and Cultures code of Practice, including code of conduct, and policies and procedures concerning the General Data Protection Regulations.

4.6 To be committed to and the promotion of equality, diversity and inclusion for others, both colleagues and clients; to work to create and maintain a safe, supportive and welcoming environment where all people are treated with dignity and their identity and culture are valued and respected and to report any inappropriate behaviour or discrimination.

4.7 To carry out any other reasonable duties and responsibilities within the overall function, commensurate with the grading and level of responsibilities of the post.

  • Proven experience of working within bereavement services in a cemetery environment.
  • A background in managing and supervising staff within bereavement services demonstrating excellent organisational skills with the ability to delegate, manage and motivate staff to work in a team environment.
  • Proven experience relating to statutory and non-statutory bereavement documentation.
  • Proficient in the use of word, excel, outlook and bespoke software systems including BACAS effectively and efficiently to support and deliver tasks as required.
  • Experience in liaising with the general public in a similar environment.
  • Holds the ICCM CTTS qualification and is prepared to study towards the ICCM certificate in Crematorium Management.
  • Holds or is prepared to study for the IOSH Health and safety certificate
  • Ability to deal with the public under, at times, stressful and emotive situations and to maintain a polite, sympathetic manner whilst providing excellent customer service.
  • Ability to communicate effectively with a wide range of customers and key stakeholders including funeral directors, religious leaders, the public, staff, contractors and other individuals and organisations.
  • To be prepared to work additional hours, as required, meeting the needs of the service including weekends.
  • A general understanding of safeguarding vulnerable adults and young people and a willingness to attend/complete training as required.
  • The ability to deal effectively with people from different cultural and ethnic backgrounds and to commit to implement the company’s equal opportunity policy.
  • Holds a valid full driving licence (desirable) and own transport for use on company business.
  • 25 Days Annual Leave
  • Flexible Working
  • Pension Scheme
  • Eyecare Vouchers
  • Free Gym membership
  • On-site shower facilities
  • Season Ticket Loan
  • Cycle to Work scheme
  • Employee Assistance Programme
  • Weekly fruit basket
  • Staff Treats
  • Weekly Wellbeing Hour
  • And more!

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