Location: Dignity Pet Crematorium, Odiham Road, Winchfield, Hook, Hampshire RG27 8BU (inaccessible by public transport)
Hours: 8:45am – 5:30pm, working every other Saturday with a set day off in the week
About Us
At Dignity Pet Crematorium, we support families during one of the most difficult times — the loss of a beloved pet. We are proud to deliver a compassionate, professional, and trustworthy service that truly makes a difference.
Our values guide everything we do:
- We keep our promises – we deliver on what we say, every time
- If we can, we will – we go above and beyond for our clients
- We do the right thing – integrity underpins every decision
- We care passionately – compassion is at the heart of our work
- We give our best for everyone – we strive for excellence in all we do
The Role
We are seeking a dedicated and resilient Front of House Team Leader to lead our Client Services team. This is a key role responsible for ensuring a consistently high-quality, empathetic service for clients while maintaining operational excellence.
You will lead, motivate, and support the team to deliver a five-star client experience, ensuring every interaction reflects dignity, respect, and care.
Key Responsibilities
- Lead, mentor, and motivate the Front of House team to deliver exceptional service
- Oversee the client’s journey, ensuring efficiency, compassion, and professionalism at every stage
- Handling deceased pets, preparing them for attended services or for clients to say their final goodbye
- Manage daily workflows, rotas, and resources to maintain service standards
- Monitor KPIs and performance, providing regular 1-1’s and conducting appraisals
- Handle client enquiries and complaints with empathy and professionalism
- Ensure all processes align with quality, confidentiality, and compliance standards
- Chair team huddles and maintain clear communication across the department
- Support recruitment, onboarding, and training of new team members
- Maintain accurate records, reporting, and performance documentation
- Anticipate operational challenges and proactively resolve issues
- Ensure farewell rooms and facilities meet the highest presentation standards
- Work collaboratively across departments to enhance service delivery
What We’re Looking For
You will be a confident and compassionate leader who thrives in a sensitive environment and can balance empathy with operational efficiency.
Essential Skills & Experience
- Strong proven leadership (3 years minimum) and people management skills (1 year minimum)
- High level of professionalism and confidentiality
- Excellent organisational and time management abilities
- Ability to prioritise and make decisions under pressure
- Exceptional communication skills (written and verbal)
- Strong attention to detail and accuracy
- Emotional resilience and the ability to support others in difficult situations
- IT competency and experience managing systems/processes
Personal Qualities
- Passionate about delivering outstanding service
- Naturally supportive, encouraging, and motivating
- Able to lead by example and uphold company values
- Flexible, adaptable, and solution-focused
- Committed to continuous improvement and development
Why Join Us?
This is an opportunity to play a meaningful role in a business where your work truly matters.
You will be part of a team that:
- Cares deeply about the service we provide to clients
- Supports each other through challenging and rewarding work
- Takes pride in delivering excellence every day
At Dignity, we don’t just meet expectations — If we can, we will go further.
If you are a compassionate leader looking to make a difference and be part of a values-driven organisation, we would love to hear from you.
Pay: From £30,115.80 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Application question(s):
- Why do you think this is the role for you?
Work Location: In person
