What Is It Really Like Working in a Funeral Home? Cara's Story Six Months On

When people think about funeral directors, they often picture funeral services themselves. What many don't see is the dedicated team working behind the scenes to support families every day.

Cara Jones joined Tom Owen and Son Funeral Directors in Llandudno as Office Manager in November 2025. Six months later, we asked her to share her experience of joining the funeral profession and what life is really like working in a modern funeral home.

From Cinema Manager to Funeral Home Office Manager

"If someone had told me a year ago that I'd be working in a funeral home, I probably wouldn't have believed them.

Before joining Tom Owen and Son, I had spent 25 years working at the Apollo Cinema in Rhyl, which later became Vue. It was such a huge part of my life and somewhere filled with many happy memories, so when redundancy came along it naturally felt quite daunting wondering what would come next.

Ironically, a few months before applying for the role, I had read Tom Owen and Son's North Wales Magazine article, A Day in the Life of a Funeral Director. I remember finding it genuinely interesting and being surprised by just how much went on behind the scenes in a modern funeral home. At the time, I never imagined I'd end up applying for a role there myself.

However, when a position came up later in the year, something about the company stood out to me. It didn't feel cold or corporate. It felt caring, supportive and genuinely community-focused. I loved the idea of being part of something that helped people during difficult times. Looking back now, I'm so glad I applied."

What Does an Office Manager at a Funeral Directors Do?

One of the biggest surprises for Cara has been the variety of the role.

"One of the biggest surprises has been just how varied the role is. No two days are ever the same.

One moment I might be answering the phone to a family needing guidance after someone has died, the next I could be welcoming someone through the door with flowers, helping prepare funeral paperwork, attending our bereavement coffee mornings, assisting with memorial and headstone estimates or designing personalised service booklets for families.

I've also had the opportunity to attend police calls and support the wider team wherever needed, which has given me a completely different perspective on just how much care and attention goes into every part of the role."

Many people are surprised to learn how many different skills are involved in supporting bereaved families. Alongside arranging funerals, funeral home teams often help with paperwork, memorials, service stationery, community events and ongoing bereavement support.

The Reality of Working in the Funeral Industry

For Cara, one of the most rewarding aspects has been the people she works alongside.

"What I love most about working at Tom Owen and Son is the atmosphere within the team. It really does feel like a family business in the truest sense of the word.

Everyone helps each other and no one is above doing any part of the job. Whether it's helping a family, preparing for a funeral, creating a service booklet or simply making sure somebody has a cup of tea when they walk through the door, everybody gets involved.

There's a real sense that what we do matters."

Is Working for a Funeral Director Always Sad?

One common misconception about the funeral profession is that it must be sad all the time.

"Before working here, I think I assumed everything would feel very formal all the time.

Of course there are emotional and difficult moments, but there is also warmth, kindness and genuine care behind the scenes too. The role has given me a completely different perspective on people and on life in general.

Families often come to us feeling overwhelmed and unsure what to do next, and being able to help make things even a little bit easier for them is incredibly rewarding."

Helping Families Through Difficult Times

For Cara, the most meaningful part of the role is knowing she has helped someone when they need support most.

"For me, that's the part that stays with you. Knowing that in some small way, you've helped somebody through one of the hardest times in their life.

I never imagined this would be the career path I'd end up taking after 25 years at the cinema, but honestly, I can say I absolutely love what I do and I'm very proud to be part of the team at Tom Owen and Son."

Considering a Career in the Funeral Profession?

The funeral profession is about far more than many people realise. Behind every funeral is a team of people helping families navigate practical arrangements, offering reassurance, and making sure every detail is taken care of.

Whether you're a funeral director, office manager, florist, funeral operative or mortuary professional, every role plays an important part in supporting families when they need it most.