Customer Service Manager

Service Manager – Norwich

Salary: £30,000–£32,000 depending on experience, plus performance-related bonuses

Location: Norwich – predominantly site-based, with occasional travel

Are you a compassionate, customer-focused professional with strong leadership skills? Would you welcome the opportunity to lead a team in a meaningful role, helping families receive exceptional care and support when it matters most?

Our client is a highly regarded organisation operating beautiful memorial parks across the country. They are looking for a Service Manager to join their Norwich site, combining excellent customer care with team leadership, service coordination and commercial responsibility.

The role

Reporting to the Park Manager and working closely with the Grounds Manager, you’ll help lead the park team and ensure every aspect of the customer journey is handled with professionalism, sensitivity and attention to detail.

You’ll be a key point of contact for families, supporting those planning ahead as well as those arranging a funeral or memorial following a bereavement. From the initial enquiry through to the service and ongoing aftercare, you’ll ensure families feel informed, supported and listened to.

Your responsibilities will include:

• Delivering consistently high standards of customer care, handling enquiries, concerns and complaints promptly and compassionately.
• Guiding families through funeral, burial, cremation and memorial options, helping them make informed choices while supporting the park’s sales targets.
• Coordinating services and viewings, ensuring the presentation of the venue and all arrangements meet the required standards.
• Liaising with funeral directors, florists and other third parties, overseeing audio-visual requirements and managing or conducting services as required.
• Leading and developing the customer service team through coaching, training, regular one-to-ones and clear performance objectives.
• Building productive relationships with funeral directors, arrangers, hospices and other local stakeholders, including planned visits.
• Managing on-site events and maintaining an effective aftercare programme.
• Overseeing bookings, service records and administrative processes, ensuring accuracy and attention to detail.
• Managing departmental costs within budget and contributing to commercial reviews and opportunities for improvement.
• Working with the wider park team to maintain health, safety and security standards.

About you

You’ll bring excellent customer service skills, sound judgement and the ability to balance a caring approach with the practical and commercial requirements of running a service operation.

We’re looking for:

• Strong people management and leadership skills, ideally supported by previous management experience.
• A calm, empathetic and professional approach to sensitive conversations.
• Excellent communication skills and the confidence to resolve complaints and manage conflict constructively.
• Experience of budgetary responsibility and the ability to understand financial and commercial information.
• Strong organisational skills and a proactive approach to solving problems.
• The ability to build lasting relationships with customers, colleagues and external partners.
• Confidence using Microsoft Word and Excel.
• A positive, hands-on attitude and pride in delivering high standards.
• A full, clean driving licence and willingness to travel locally and to other sites when required.

What’s on offer

• A salary of £30,000–£32,000, depending on experience.
• Performance-related bonuses.
• A comprehensive benefits package.
• Free on-site parking.
• A predominantly site-based role with occasional travel.
• The opportunity to lead a team and make a meaningful difference to families within a highly regarded organisation.