Newcomer Lucy Scoops Funeral Industry Award after revolutionising the job.
A Trowbridge woman who works as memorial advisor at West Wiltshire Crematorium in Semington has been named ‘Most Promising Newcomer to the Trade’ at the Association of Green Funeral’s Good Funeral Awards.
Lucy Derrick, who was appointed by crematorium owners, Westerleigh Group, in December 2021, was nominated by site manager Louise Belsey who praised her maturity and dedication, and ability to put people at their ease.
“Lucy joined us in December last year at the age of 22 and in her first eight months has revolutionised memorials,” said Louise. “From a site without a dedicated memorial advisor and over 26 years of records, she has hit the ground running in a busy crematorium.
“She is continually looking at ways to improve the customer experience: offering to meet at weekends or out of hours to suit and building relationships which often result in thank-yous, calls, emails, and chocolates.
“One of the nicest things to hear is people who come in to perhaps collect their loved ones cremated remains and are visibly upset, Lucy gives them the time to gather themselves, has a lovely chat with them and then through the office wall you can sometimes hear a little laughter.”
Lucy is continually looking at ways to improve the customer experience and has digitised the memorial maps of 10 acres at West Wiltshire.
Twenty-three-year-old Lucy, who previously worked in the care industry supporting adults with autism, received her award from Tim Holloway, from Tim Holloway Funeral Support, at a ceremony held at the Crazy Bear Hotel, Stadhampton, Oxfordshire.
“I was so honoured to have been put forward for the Good Funeral Awards. When they called out my name to say I had won, I could hardly believe it. I’m thrilled,” said Lucy, who previously studied Uniformed Public Services Level 3 at Bath College.
“I see my role as helping take some of the pressure off people’s shoulders at a very difficult time in their lives. This includes arranging the internment or the scattering of the ashes in our Garden of Remembrance.
“As a memorial advisor I help people decide what kind of memorial they would like. This might involve settling on the design of the stone and the words to go on it or perhaps showing them around the grounds and talking about a living memorial.
“When you’ve helped someone through the whole journey, from choosing a memorial to the internment of the ashes knowing that you have played a part in helping them find the final place for their loved one, it is very rewarding.
“I like meeting people from all walks of life who come in. And even though it is obviously in difficult circumstances, I enjoy it when they want to have a chat about their memories – whether it’s their husband or wife, son, or daughter – and to reflect on their lives.”
Matthew Brook, Head of Memorialisation at Westerleigh Group commented: “Lucy’s impact in her first 9 months with Westerleigh Group are nothing short of exceptional.
“Her attention to detail in arranging the long-lasting memorials for loved ones is superb and Lucy embodies everything that West Wiltshire Crematorium and the entire group represent - empathy, exceptional care and unwavering support through a funeral service and beyond.
“We are incredibly fortunate to have Lucy in our team and I am looking forward to seeing her develop further within the group.”
Westerleigh Group were the headline sponsor at the Good Funeral Awards, which reinforces its commitment to continually review and improve its activities, the products it uses and services it offers to reduce the impact on the environment.
The Association of Green Funeral Directors helps people find funeral homes that provide more sustainable and eco-friendly options, encourages funeral directors to become more green-minded, and holds the annual Good Funeral Awards which reward excellence in the industry.
