Benjamin Sargent-Cain

Accomplished multi‑site operations leader who improved service quality by 20–30%

across regulated, sensitive and public‑facing environments. Demonstrated ability to

strengthen customer experience and retention through values‑led leadership, coaching

managers and embedding consistent quality frameworks. Delivered measurable

performance improvements by aligning people, processes and compliance to drive

safe, efficient and compassionate service delivery. Known for building trusted

relationships, supporting change and leading diverse teams through operational growth

and continuous improvement.

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

• Diploma in Mortuary Sciences – Lear College of Mortuary Sciences (1996–1997)

• GCSEs including Maths and English – Rutlish School (1992–1996)