Our funeral arrangers are the heart of our funeral homes. They are the voices that answer our phones, the ears that listen to the stories of your loved ones and for many, the hands that hold yours as you visit your loved one in our chapels of rest.
At our Tile Hill funeral home, our families are looked after by Gail, our office manger and Kirsty our funeral arranger. Gail joined Franklin and Hawkins in January 2016 and Kirsty joined September 2025, and between them they have looked after hundreds of families.
We sat down with Gail and Kirsty to talk about their journeys with Franklin and Hawkins.
Let’s start this off by asking the question so many of us who work in the funeral industry are asked, why did you choose this career?
Gail – I actually met a now very close friend, Sarah whilst on holiday. She worked as a funeral arranger and I found myself instantly so interested in hearing all about her job. After returning from holiday, I couldn’t shake this feeling that maybe I was meant to do something like that too. So I picked up the Yellow Pages and rang around all the local, independent funeral directors, and eventually one of them invited me in for a chat. I worked at this funeral directors for five years before an opportunity arose for me to join the Franklin and Hawkins team in 2016. I’ve been here as an arranger ever since and became office manager in 2023.
Kirsty – It first started when I was 13 and visited my uncle in a chapel of rest at a funeral home, even though I was young and upset over the loss of my uncle, I was so fascinated with the workings of the funeral home, and pretty much decided there and then, this was the career I saw in my future. After having my children and working in care for over ten years, I decided it was now time to really throw myself into trying to join the industry and began applying for roles. When I saw that Franklin and Hawkins had a vacancy, I applied immediately as knew of them as they had recently looked after a resident who I had cared for. I was so happy to be offered the role and know I am now in the perfect career for me.
What is the most special and rewarding aspect of your job?
Gail– Looking after the families, I know that is the most obvious answer, but taking care of the families from the minute they arrive, guiding them through the arrangement and supporting them right up until the day of the funeral service is such an honour. One of my favourite parts of an arrangement is when the family select the music for the service. Coming from a musical background, I get so invested in the reasons behind the songs chosen and love to hear all about the connections between their loved one and the music.
Kirsty – As I am also part on the on call team, I have the honour of bringing loved ones into our care. It is lovely to then look after their family when they come to the funeral home to arrange the funeral service as I have already met them. I know that seeing a familiar face brings comfort to people at such a sad time. I also feel great pride in being able to support families when they visit their love one in our chapel of rest. Many families need to visit their loved ones to try and get closure. When they have been looked after by our embalmers and they have been able to make them look as the families remember them, it’s such a precious moment to be there for.
What is the most difficult part of your job?
Gail – Working at at Franklin and Hawkins, I have been able to look after many of my own family members, and although it is such a privilege to care for my own loved ones, it is also really heart breaking. My Dad passed away two years ago after caring for him at home for a while, so then being able to have him rest here with me before the funeral, where I could still pop in for a chat everyday was comforting and helped me a lot.
Kirsty – When I’m looking after a family whose Mum or Dad is the same age as mine and they have suffered a sudden loss, it’s impossible not to imagine if that was to happen to my family. This job has taught me how fragile life can be, but also how much it needs to be appreciated everyday.
What is something that has surprised you about working in the funeral industry?
Gail– All the differences we come across, whether that is the different ways people handle their grief, or the different choices for their loved ones funeral. Growing up, all my relatives chose a cremation service at a crematorium, so working with families who choose to celebrate their loved ones in different ways has been so interesting for me. All the various cultural traditions I have had the honour of learning about has been lovely.
Kirsty – There are two parts to this, the first being that there is an expectation that a funeral home is a sedate place, where nobody is really happy, but that is absolutely not the case. Our funeral home is full of love and care and warmth, and we do smile and laugh everyday. Before I started here, I honestly thought everyday would be serious and sad. Of course there are days that are sad and emotional, and it’s wonderful to be able to help people through that, but we also get to hear funny memories and learn about the person we are looking after, and I didn’t expect that. The other thing that surprised me is how families are genuinely so grateful to us, and the kindness that they show towards us, even though they are going through such a difficult time, is amazing. I have never known a job where I am so appreciated, not just by my team, but by the families we look after.
Does working in the funeral industry make you think about your own funeral and what you would like?
Gail – Yes! I know I definitely want a celebration of life. I would like everyone to wear something with a hint of my favourite colour purple (which is ideal working here as anyone who has visited the funeral home will know, we are all purple!) Of course, I have already chosen my music and I would love people to dance at my service.
Kirsty – Yes, I often think about the music I would choose, which changes a lot. But I do know I want something simple and for my kids to go on a massive holiday (somewhere cold as I love the snow) and remember me that way.
And lastly, tell us something about yourself that people may be surprised to know?
Gail – I love going camping or staying somewhere different, like a shepherds hut or a pod, or even just a night under the stars in my garden. But then I am also known for my weekends in Magaluf, especially if there is an opportunity to dress up as a pirate!
Kirsty – I follow the moon phases and love a crystal, I am a big believer in the power of nature and the effect it has on us and our lives.
Many of you will have spent time with Gail and Kirsty in the past and some of you may find yourself spending time with them in the future, but what we do know is that as a team we are so lucky to have them.
If you are passing our Tile Hill funeral home, feel free to pop in and have a chat to Kirsty and Gail.
The kettle will always be on!
