July 2019

Round the clock We talk to one of the teams that looks after Funeralcare clients day and night

PAGES 8-9

superstars

The magazine for Funeralcare and Life Planning and Legal colleagues

Ourvoice

Our colleague

Meet our winners of the 2019 #BeingCoop awardsPAGES 6-7

LOCAL MARKETING

Our recent ‘hotspots’ marketing campaign turned a few of our Funeralcare colleagues into local superstars, taking pride of place

on billboards, leaflets and in newspaper ads in their local area. But what was it like to be thrust into the limelight?

Two faces of the campaign tell us about their experiences and we discover the thinking behind the idea.

celebrities

Clients who use our services tend to use us more than once,” explains Alison Keane, Marketing Campaign Manager, when asked about the thinking behind the

‘hotspots’ project. “For many, we’re their preferred funeral director – that’s something we’re really proud of – but to grow, we need to attract customers who haven’t used Co-op Funeralcare yet.”

“Because we’re a big national brand, people sometimes think we’re a bit ‘faceless’ and they turn to local independents instead. We wanted to show them that our funeral homes are, in fact, run by local people who are part of their communities and care about where they live and work. That’s why we put our colleagues at the very heart of our marketing.”

But what was it like to be thrust into the spotlight? Turn the page to discover two colleagues' stories.

LocalOur Voice is produced by Co-op Internal Communications and scarlettabbott – 01904 633399 scarlettabbott.co.uk

Welcome to the July issue of Our Voice

On pages 3-5, we meet local celebrities starring in their regional Funeralcare

‘hotspots’ marketing campaigns. It’s lovely to see our colleagues’ faces at the heart of our campaigns.

We also chat to some of the Funeralcare colleagues who are on hand 24/7 to support our

families – find out more about these unsung heroes on pages 8-9. The 2019 #FuneralMusic survey was a highlight for me in this issue. Reading colleagues’ choices on pages 12-13 really made me think about mine… I’d choose the instrumental track Song For The Guy by Elton John because it calls out the many different tempos that life presents.

I’m handing over now to Anezka Piska, our guest editor, to find out which stories caught her eye...

It’s hard to believe it’s been 21 years since I last worked on a colleague magazine for this business area. I’ve loved pulling together these articles for Our Voice – and it’s been incredible to see the journey we’ve been on. The fantastic work we do for our clients and communities is there to see on every page.

Stuart McPherson Content Producer Internal Communications

Stuart

STUART’S BIO

Co-op service:21 years

Current role:Internal

Communications

Our guest editor Anezka PiskaI was thrilled to be asked to guest edit this issue of Our Voice. There’s so much great stuff in here, and what jumped out at me straightaway was just how many people I recognised!

It was great to read about our #BeingCoop Superstars on pages 6-7. I speak to Bence Galambszogi, our Legal Services

Colleague of the Year, so often, but I’ve never actually had the chance to meet him in person, so it’s lovely to put a face to the name.

Another article that made me stop and think was Stop! Yammer Time on page 10. I’ve had access to our social network tool for a while and I appreciate the gentle reminder about how useful it is. Having read this, I’m going to use it more – there’s nothing like jumping in at the deep end!

When I heard Funeralcare colleagues are sometimes in the dark about how Legal Services can help our clients, I set out to bust some myths. Read how I got on

when I chatted with Jo Fiebrich, Funeral Arranger at our Brigg Funeral Home, on page 11.

My colleagues across Legal Services and Funeralcare are fantastic. It’s great to read the difference we all make to our clients, communities and each other – and all in one place!

Happy reading.

ANEZKA’S BIO

Co-op service: Seven yearsCurrent role: Probate

Development Manager, covering England,

Wales and Scotland Has worked across:

Co-op Bank, Legal Services and Funeralcare

Our Voice / July 2019 Our Voice / July 20192 3

When the poster went up on the billboard, it felt amazing.

You came around a bend in the road and… BOOM!

“The whole team has embraced the campaign, as well as the wider community. I’m a regular churchgoer and I do voluntary work for an international aid charity, and both those places put it up on the wall.

“My sons have posted it all over Facebook too.

“We’ve had a great response from clients, which is the most important thing. I love this job because it’s about delivering people’s wishes, creating that perfect goodbye. It makes me proud to know I’ve played my part in that. We’re often thanked for what we do and that’s very touching because it’s a difficult time to pay compliments.”

LOCAL MARKETING

LOCAL MARKETING

I love this job because it’s about delivering people’s wishes,

creating that perfect goodbye. It makes me proud to know

I’ve played my part in that.”

Charles Brunel is well known in and around Crownhill in Plymouth. But he never expected to see his face on a huge billboard, until he starred in the 'hotspots' campaign.

It’s what we do

We’ve now launched our new branding, as well as our new TV ad, helping our

customers understand that we’re more than just the shop at the end of their street or the funeral home they go to when they need us.

The exciting customer communications bring to life the connection between our

Co-op products and our communities, as well as helping customers to see the

Co-op as a whole. After all, it’s what we do.One of the things

you learn in this job is that you never know what’s around the corner,

so I wasn’t worried when my colleague Leisha Hodgson and I were asked to feature in an advertising campaign.

“Our shoot location was the marina. It was a beautiful sunny day but it was blowing a gale. I was worried about my top hat going in the water!

“I live in a close-knit community, so when the posters went up,

the first I heard of it was one of our competitors calling me to tell me; we had a right laugh about it! I went to have a look and as I got closer, it just got bigger and bigger and bigger… And another of the hoardings is just across from the branch; every time we opened the door, it was right there!

“Everybody’s seen the posters and the ad in the paper and the response has been really positive. Everyone’s commented on it, and I’ve even been recognised while out and about. It’s definitely succeeded in raising our profile.”

Stephen Laughton has a laid-back approach to life and took the challenge of starring in an advertising campaign in his stride.

Name: Charles Brunel

Role: Funeral Director

Location: Crownhill, Plymouth

Claim to fame: Appeared on Come

Dine with Me

Matthew Gill, Funeral Director

Matthew Leeman, Funeral Director

Leisha Hodgson, Funeral Director

Name: Stephen Laughton

Role: Funeral Director

Location: Hartlepool

Motto: It is what it is

Our Voice / July 2019 5Our Voice / July 20194

2019 #BEINGCOOP

AWARDS

2019 #BEINGCOOP

AWARDS

Funeralcare Colleague of the YearWINNER: Samantha Ewins, Estate Planning Lead, Berkshire regionNOMINATOR: Denise Jarvis, Estate Planning Lead, and Rébecca Pointeau, Funeral Arranger

“Sam has a wealth of knowledge and an endless well of compassion within her.

She puts a great deal of her own time into making sure she never lets anyone down and that all around

her are cared for and supported. She deserves recognition for just being amazing!”

The Probate Operations Management Team was spoilt for choice when it came to great candidates to nominate for the 2019 #BeingCoop awards. But Bence Galambszogi, Lead Case Manager, was picked to take home the title Legal Services Colleague of the Year. Gavin Holt, Head of Probate, told us why.

“Losing a loved one is tough enough, but when the legal situation is complicated, it makes it even more stressful.

“At times like that, you need someone like Bence. He has an incredibly high level of technical knowledge. In this job, you’ve got to be a lawyer, an accountant,

a grief counsellor… It’s not easy to find people with that combination of skills. Bence has it, and always with an infectious positivity.

“He can explain legal English to every client – and as he’s Hungarian, it’s not even his first language. Now that’s impressive!”

Bence Galambszogi is well known for his positivity. How does it feel to be named Legal Services Colleague of the Year? “I never in a million years imagined I would win! Yes, I like to think of myself as a positive person, but it’s very much a team effort. If you’ve got the client at heart, you simply do your best.

“Doing my job in a second language is something I guess I’m proud of, but I don’t look at it as a bonus feature!

It’s just my personal circumstance.“My highlight of winning was going

to the AGM for the award presentation. Seeing everything that makes Co-op different, spread across one huge room, was an awesome experience. If you’re thinking of nominating someone next year, do it.”

Legal Services Colleague of the Year

The winner’s story

Gavin Holt

Our 2019 #BeingCoop awards are now a firm fixture in the calendar. But what makes a winning entry? And what’s it like to take home the top prize? We put the spotlight on our

Legal Services and Funeralcare winners to find out more.

Show You Care AwardWINNER: Annabel Davies, Funeral DirectorNOMINATOR: June Tattersall, Funeral Arranger

“Nothing is ever too much trouble for Belle. Over the last 12 months, she’s dealt with a number of families who have lost children and babies. The dedication and support she gives to those people – and everyone – goes above and beyond.”

Gavin (left) and Bence (centre) chat with Jessica Llewellyn, Probate Lawyer, who heads up Bence’s team

2019

#BeingCoop

The nominator’s story

Our Voice / July 2019 Our Voice / July 20196 7

ROUND THE CLOCK

Ross KerrCARE LOGISTICS MANAGER“We make sure a family’s loved one gets to where they need to be, on time, and in the most dignified way. To do this well, I help my team access the right tools, support and information, from fleet maintenance to team building and even community work. We log every detail in Guardian to keep everyone in the loop, from paperwork through to conversations with our clients. It’s all stored safely on the system.

“Because I’ve experienced every role within my team, I try to make all our jobs

a little bit easier by making small changes that I think will help. That’s a great feeling for me: being able to support my colleagues to support our clients.

“I manage the night team, so I’m ready to answer the phone and help at all hours. We all want to be available any time of the day for clients who need us, so I’m proud to do it.”

Round the

A bereavement can happen at any time. So how do our funeral homes make sure

we’re always available to support our clients? We chatted to just some of

our colleagues who, with the help of the trusty Guardian system, make our

24/7 service possible.

cl ck Lyndsey CunnettFUNERAL SERVICES CREW“If the deceased

isn’t being embalmed,

it’s my job to make them look how their loved ones remember them. From the style of their hair or makeup, to dressing them in their own clothes, we make sure they look peaceful when laid to rest.

“To do this, we check our Guardian system, which holds all the details we need about the deceased, and follow the requests of the family. The work we do in the background brings such comfort to our clients at a very difficult time.

“I give our clients the confidence that I’ll look after their loved one as if they were my own family.”

Jodie SmithFUNERAL ARRANGER“I think of Funeral Arrangers as the lynchpin between our clients and our Funeral Directors.

“My role is quite varied: I book and organise all aspects of a funeral, as well as supporting families with their funeral plans and after-funeral care. I also work hard to keep the chapel clean, tidy and open when it’s needed. I work with ministers, florists and bereavement services, while also organising viewings for our families. I store all these details in our Guardian system, so they’re there for whoever needs them.

“Funeral Arrangers are often the faces families see when they come into the branch. I like to make sure our clients feel at ease, so if it helps, I can make a decent cuppa and always have a supply of biscuits on hand.

“Being there for clients when they need us is so important. We make sure the branch is open during office hours and the phones are diverted out of hours – it means we can be available round the clock.ˮ

Theresea WilliamsFUNERAL DIRECTOR“I work to make the

funeral process as smooth as

possible for my clients. That starts by meeting with families to help them plan something special for their loved one. This could be at their home or our funeral home – it’s about what’s best for the client. I log everything in Guardian, so the full picture of what the family wants is kept in one place.

“I have the opportunity to make a difference to people who may be feeling

vulnerable or unsettled, so I try to make the whole funeral memorable for them for the right reasons.

“Even when I’m not at work, my families are on my mind. One of my clients lost her husband of 43 years – her whole world was gone overnight. I kept in touch daily and just did little things, like bringing her the newspaper and bits of shopping.

“When my birthday came around, she took the time to email me her best wishes! I like to think of that as a reflection of the support we provide our clients in need.”

Rodney CaineEMBALMER“As an embalmer, I’m able to ease the burden of a family who have just lost someone close, by making sure their loved one looks their best.

“Our work requires a lot of care and dignity. We can help families focus on remembering the person they’ve lost in a special way. We try to take away some of their stress, and that makes me proud. Guardian really helps us with this. Every detail you could possibly need can be found in the system because we keep it

up to date throughout our clients’ journey.

“I make sure everyone knows I can be contacted at any time, if they need me. Our families can’t know when they’re going to need our services, but we can make sure that when that time does come, we’re ready and able to support them.

“Our clients trust us to look after and care for their loved ones. It’s an incredibly rewarding job for us to do.”

At 8am, our night colleagues

wrap up their shifts and hand

over to day operations.

Carl BrightmoreNIGHT AMBULANCE CREW“My role is about care and preparation, from furnishing coffins to answering call-outs. We make our funerals very personal, so no shift is ever the same.

“Being part of the night crew means I’m already at work if someone passes away outside normal office hours. We need to be quick off the mark; we’re often told it’s our response time that makes the difference to the families. The first thing I do when my shift starts is check Guardian; the system paints a clear picture of how I can expect my night to go. Mind you, sometimes things do change!

“The whole team has incredible empathy for the families we’re supporting – that’s the beauty of working here. We pride ourselves on those little differences we can make to clients who are going through something so tough.

“Because we’re always available, our families get more time to deal with the loss of their loved one, in whatever way they need. We keep them involved in the journey all the way through and keep communicating. It’s so important for them to know they’re in safe hands.”

As we

head from day to night,

our colleagues finish their shifts at about

5pm. It’s then the vital role of the on-call

team to respond to any client queries until

8pm, when the night crew take the reins.

Our Voice / July 2019 Our Voice / July 20198 9

MYTH BUSTING

When Anezka Piska, Probate Development Manager, heard that Funeralcare colleagues were sometimes in the dark about how Legal Services can help our clients, she set out to bust some myths. Hear how she got on, chatting with Jo Fiebrich, Funeral Arranger at our Brigg funeral home.

Myth busters

Did you know? Our new Bereavement Notification Service, provided by Co-op Legal Services, is offered free in England, Wales and Scotland. It helps ease the pressure our families feel at such a difficult time by offering guidance on topics from legal matters through to coroner’s inquests, helping to notify banks and even stopping unwanted mail. It can identify the wider needs of our families, making them aware of the services we have available, which are listed below.Lots of these may be relevant to our families and the easiest way to find out more is to visit the Legal Services website cooplegalservices.co.uk or call 0330 606 9548.

• Probate service• Will writing• Estate planning• Coroner & inquests*

• Medical negligence*

• Family law*

• Personal injury*

• Employment law*

• Conveyancing* *Not available in Scotland

Our colleagues can now keep in touch using Yammer: a social network tool for business.

Stop! Yammer time

Can I use it for more than just work?

Of course. Share information about anything relevant:

volunteering, fitness classes, support groups, faith groups,

whatever. It’s a great way of finding other people within the business who

share your interests.

Share the loveThere’s a great ‘praise’

feature too. If your colleague has helped you out, Yammer it (in other words, post it on Yammer). Noticed someone

giving amazing service? High-five them

on Yammer.

Get involved!Got a question? Post it in a

Yammer group and get a quick answer, straight from the horse’s

mouth. Want to know what people think about something? Create a Yammer poll and ask

them to vote. Discovered a smart new way of working?

Yammer’s the place to share it.

Collaborate and listen It helps create a collaborative working environment, where

we can all share our smart thinking. Announcements aren’t just declared by managers and

everyone has the chance to contribute their ideas,

feedback and join the conversation.

Eek! Will absolutely everyone see what I post?

Things are grouped together into topics, from regional team groups to threads about pets!

You can follow any group you’re interested in. If you post in a public group, everyone will be able to see what

you’ve said.

Isn’t that what email’s for?

It’s less formal than email and it’s more social too. You can chat, share information and even post pictures and GIFs

to make colleagues smile while they do their job.

What’s Yammer?It’s a social networking service, tailor-made to

help people connect and communicate with each

other at work.

What are we going to talk about?

Anything and everything. It’s a great way of keeping

everyone on track with how projects are going and who’s doing what.

YAMMER

Exactly! I didn’t realise we offer so much. We can help with will writing, conveyancing, personal injury and employment law. We can even provide lasting power of attorney, which lets you appoint someone to make decisions on your behalf. It’s brilliant that I can talk to our families about these services now.

JF: Before attending Anezka’s myth-busting session, I didn’t know much about Legal Services or what they could do for our clients. It was great to discover exactly what our colleagues there do every day, what sets Co-op apart from other legal firms, and how the services we offer can be helpful to clients at a difficult time.

I agree, and that myth was well and truly debunked in the session. One of the things that impressed me most was that Legal Services colleagues are just as passionate as we are about our ethical values. It’s great that we have an open and honest fixed-fee service for our clients. We all share our love for helping people and have our clients’ interests at heart – that’s inspiring.

By sticking with us for legal work, our families get the same quality of care through every step of their Co-op journey. It makes me proud knowing we’re working together doing all we can for our clients.

AP: I can see how a gap in knowledge like that would stop us from working together well. That’s why I made it my mission to start these sessions. Why would you refer your families to a team you know so little about?

In the past, I’ve heard colleagues talk about Legal Services using phrases like ‘cold-calling’ and even ‘harassment’. This was a big worry. We’re far from a pushy sales environment; we just weren’t sharing

enough about the services we offer and how these can help our clients.

Yes! No matter what our role is, everyone in the Co-op is going to treat clients with the same care and respect.

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EACH WEEK, WHY NOT:

Our Voice / July 2019 Our Voice / July 201910 11

A personal piece of music can make a funeral more than just a way

to say goodbye; it can represent the lives of our loved ones and

evoke special memories. In May, we announced our #FuneralMusic

survey to discover which songs would top the 2019 funeral charts.

We asked Funeralcare colleagues to join the conversation

and share the songs they’d pick. Here are just a few.

This is Your Song

#FUNERAL MUSIC

JO FIEBRICHFUNERAL ARRANGER, BRIGG FUNERAL HOME, NORTH LINCOLNSHIREAs a Star Trek fanatic, I’d have the theme music from Star Trek: Voyager to enter the service, and then the original 1960s Star Trek theme to exit, complete with the “Space: the final frontier…” dialogue. And, of course, I’ll be dressed in my Star Trek uniform!

LIZ TAYLOR FUNERAL ARRANGER, HIGH HEATON FUNERAL HOME, NEWCASTLE UPON TYNE

I’d like my whole funeral to be a musical. The songs will mark the points in my life from childhood to adulthood. But if that’s not possible, I’d have Angels by Angelis to start – that’ll get the guests crying! Then Strong by Robbie Williams because although people think I’m hard, really I’m not – I just have a good game face. And finally, God’s Great Banana Skin by Chris Rea. The words say: “Don’t ever think no one’s better than you” because, well, they aren’t.

RON PEACHFUNERAL ARRANGER, MARYPORT STREET FUNERAL HOME, DEVIZES, WILTSHIREI’ve always been interested in flight and the sense of freedom it evokes. My song would be If You Want To Be A Bird by The Holy Modal Rounders, from the soundtrack to Easy Rider, a film about freedom. Who wouldn’t want to be a bird? For the last 30-odd years I’ve given it a good go: I’ve flown various machines, including hang-gliders and para-gliders. As the song says, “Don’t wait for heaven, get out and fly”. TERESA

WALKER FUNERAL ARRANGER, FUNERALCARE, PITSEA, ESSEX

Back in February, I took out a tailor-made plan, so I’ve thought a lot about my song choices.

I’d enter my funeral to Memories by Barbra Streisand, my favourite artist.

I’d like that to be followed by You’re Moving Out Today by Carole Bayer Sager; I’ve never had a good radar when it comes to successful relationships – until my current partner, of course! Finally, my exit would be to Barbra again with Don’t Rain On My Parade.

That would be my last hurrah – and if it does rain, I bet there’ll be a chuckle!

OTHER HONOURABLE MENTIONS…• Baby I’m Burning – Dolly Parton• Have I Told You Lately That I Love You – Rod Stewart • Brown Eyed Girl – Van Morrison• The Great Gig In The Sky – Pink Floyd • Awake My Soul – Mumford & Sons• The Living Years – Mike + The Mechanics• There Is A Light That Never Goes Out – The Smiths

Brown Eyed Girl – Van Morrison

This is Your Song

Want to add your own special song

to the list? Head to Yammer to join in

the conversation. Simply search for ‘funeral music’ and reply to the post with your song choice.

Our Voice / July 2019 Our Voice / July 201912 13

Do you have a #BeingCoop moment you’d like to shout from the rooftops? Share it on Twitter using #BeingCoop

for the chance to be featured on our Twitter account that’s just for Co-op colleagues.

YOUR STORIES

When Claire heard the local pub was fundraising for a defibrillator after one of the regulars had died from a heart attack, she was keen to lend a hand.

“I went down to have a chat to see if I could help in any way,” she said. Her sale of homemade chocolate cones and a hamper raffle contributed to the total, and the defibrillator is now kept at the pub and available for the community to use.

And it doesn’t stop there:

Claire’s been involved in all sorts of charitable activities, from collecting nappies and wipes for those in need, to making bookmarks for the local library, cleaning up the streets and creating eye-catching window displays for passers-by to enjoy.

Claire said: “I’m the type of person who will help anyone out, in any way I can, so it’s great that I get to do these things while I’m at work, with the support of the Co-op.”

BLURTON

Heart of the community

Blurton-based Funeral Arranger Claire Wetwood has gone above and beyond to care for, and strengthen ties with, her local community.

After eight-year-old Aalish sadly lost her battle with cancer last year, Joanne became friends with her mum – also called Joanne – through a bereavement group at our Penistone funeral home.

When mum Joanne set up the charity Aalish’s Ride the Theme Dream in her daughter’s memory, our Joanne and her Co-op colleagues held a coffee morning to raise funds. But Joanne felt she wanted to do more. “Being a parent myself, I really felt for Aalish’s mum,” she said. “That’s what inspired me to try to help.” Using her personal connections at the Penistone and District

Riding Club, our Joanne organised a horse show in aid of the charity, which helps others suffering from neuroblastoma, a childhood cancer.The event was bustling with unicorn onesies, rainbows, horses with unicorn horns – and lots of happy faces.

PENISTONE

Unicorns and rainbowsJoanne Weatherall, Funeral Arranger, has taken inspiration from a little girl’s love of unicorns and rainbows to raise more than £1,000 for charity.

Will was so moved by personal stories from friends and colleagues about the bravery of Air Ambulance crews that he felt the need do something. He found the perfect opportunity in the office tuckshop, and made the suggestion that profits should go to the service.

Since taking over as tuckshop manager, Will’s made record-breaking sales. His expanded lunch menu is proving particularly popular among staff, who’d otherwise have to walk a fair

distance to any convenience stores. Quite the entrepreneur,

Will’s taken the initiative to meet with nearby Co-op Food stores to discuss opportunities for more fundraising or product donations. He’s also found other ways to raise money, including breakfast mornings and a sponsored silence.

Will said: “It’s fantastic to be able to support the Air Ambulance: a vital and noble service that doesn’t always get the coverage it deserves.”

Tuck in to fundraisingPeckish colleagues have helped William (Will) Cemis, Legal Services Case Manager, Stratford, to raise £344.20 for the local Air Ambulance.

It was a lovely day with a great

atmosphere and lots of happy faces.”

Claire presenting the Co-op cheque and hamper to pub landlord and landlady Jason and Nicola

Will’s rolling tuckshop, donating all profits to the Air Ambulance

STRATFORD

Our Voice / July 2019 Our Voice / July 201914 15

Complete the spot the difference for a chance to win an Amazon Fire 7 Alexa 7-inch 16GB tablet! To enter, scan the QR code on this page (or type the address that’s next to the QR code) to go to the prize draw entry page. Submit your answers and contact details on the page between 00:01 on 04.07.19 and 23:59 on 31.07.19 to enter. Open to Co-operative Group employees only. Internet access required. Full T&Cs apply – see prize draw entry page via the link above.

Why not have a crack at our Plymouth Funeralcare spot the difference?Can you spot the five differences between our two images of the front of our Hartlepool branch? Just jot down the relevant grid references and scan the QR code at the bottom of the page. Enter your answers and a winner will be drawn at random from the correct entries. The lucky winner will receive an Amazon Fire 7 Alexa 7-inch 16GB tablet.

A

B

C

D

E

1 2 3 4 5

TimePUZZLE PAGE

Scan me to enter or visit

coop.uk/2QRHEBo