Team Leader - Bereavement Support

CO-OP; Deutschland; Hybrid; EUR 60.000 - 75.000; Vollzeit

Benefits dieser Stelle

Pension with up to 10% employer

Annual bonus scheme

28 days holiday + bank holidays

30% discount on Co-op products

Stream – early access to a percentage

Virtual healthcare

24/7 colleague support

Coaching & study leave

Cycle-to-work

Wellbeing benefits

Discounts on Co-op products and many

Zusammenfassung

Co-op Legal Services is seeking a dedicated Team Leader to guide a Bereavement Advisors team in a sensitive, regulated environment in Germany. You will coach staff, drive appointment bookings for probate-related matters, and ensure compliance with GDPR and SRA requirements while achieving targeted KPIs.

The role emphasizes empathetic client conversations, strong coordination, and continuous service improvements.

Qualifikationen

• Experience managing teams in a targeted call centre environment.
• Proven ability to work towards KPIs and dashboards.
• Good communication skills and empathy in sensitive conversations.
• Familiarity with GDPR and relevant regulation frameworks.

Aufgaben

• Coordinate team workload to meet objectives.
• Guide outbound dialer activities and secure probate-related appointments.
• Ensure probate appointment targets are achieved.
• Act as escalation point for Advisors on complex queries.
• Identify opportunities to improve customer service quality.

Kenntnisse

Team leadership

Coaching

KPI / target-driven

GDPR knowledge

Empathy & communication

Jobbeschreibung

We're looking for a Team Leader to join Co-op Legal Services (CLS) to lead and coordinate a team of Bereavement Advisors. In this role, you'll lead and support colleagues who have sensitive conversations with recently bereaved families. The team will speak with customers to provide guidance on available reliefs and allowances, complete a probate diagnosis, and arrange appointments with our Probate Consultancy teams. You'll help your team achieve appointment booking and performance targets through effective coaching, support and development. Why this job matters Losing a loved one can be overwhelming, and the support our customers receive at this time can make a real difference. As Team Leader, you'll help your team deliver empathetic, high-quality conversations that provide reassurance and guidance when it's needed most. What you'll do

• Effectively co-ordinate your team's workload to meet business objectives
• Manage a team of colleagues responsible for making dialler outbound calls to recently bereaved families offering guidance on the next steps following a bereavement and secure appointments for probate-related matters
• Ensure probate appointment targets set are achieved
• Be the escalation point for all Advisors regarding complex queries
• Identify and explore opportunities to improve the quality of our customer service
• Make sure we're always aligned with measures and regulations such as GDPR and SRA
• Coach and mentor your colleagues; supporting their professional development
  Experience managing teams within a targeted call centre environment, with proven ability of working towards KPIs
• Experience working in a regulated environment
• Good communication skills and the ability to handle sensitive conversations with empathy
• Strong analytical and problem-solving skills
• Good coaching and mentoring skills, Customer Focus
• Connecting with others
• Attention to detail
• Prioritisation
• Communication
• Adaptability
  Our Legal Services teams are dedicated to supporting clients in their hour of need. We work hard, go the extra mile and hit targets to make sure their cases are resolved in a timely way. With that comes the satisfaction of knowing we've done right by our clients during life's most difficult moments.

Our probate colleagues support bereaved families as they manage the legal and financial processes surrounding the money, property, and possessions of a person who's died. Our probate teams are experts at what they do and are supported by innovative AI tools and case management technology. Our wills and estate planning teams help clients make a will that's right for their circumstances. It's vital that in their hour of need, clients can make informed choices about their legal planning, and our wills and estate planning colleagues discuss their wishes and offer expert guidance and support. Our trusted family law colleagues help clients navigate a wide range of important life moments including divorce, legal separation and child custody matters. We recruit for a variety of qualified and non-qualified roles, and no matter which part of the team you join, you'll get comprehensive training and a wide range of options to develop your skill set without breaking the bank. Our personal injury solicitors and litigation lawyers are committed to getting the best outcomes for our clients. Each year, they secure millions of pounds in compensation for people who have been injured in accidents through no fault of their own. Our medical negligence team works tirelessly to secure compensation for those who have suffered due to medical negligence or accidents caused by healthcare professionals. Building a career as a medical negligence solicitor at Co-op Legal Services offers you the chance to make a real difference and have a visible impact on the wellbeing of your clients., At Co-op, we're passionate about doing great work for the communities we trade in. That means having the right people, from all walks of life and backgrounds, in our team to serve them. Take a look below how to become one of our colleagues.
At Co-op, we're owned by our members. And because we're owned by you, we can do right by you. So when you join us, you're not just taking a job, you're joining a movement. We're an organisation that puts people and communities first, and we're powered by purpose. We want this to be a place where you can thrive, so you'll also receive:

you’ll also receive:

• A pension with up to 10% employer contributions
• An annual bonus scheme (dependent on personal and business performance.)
• 28 days holiday plus bank holidays (rising to 32 in line with service)
• 30% discount on Co-op products and 10% off other brands
• Stream - early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Coaching, training and support such as study leave, to help you develop your skills and progress your career
• Cycle-to-work scheme

A place where you'll belong We're building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.

• Coaching, training and support such as study leave, to help you develop your skills and progress your career
• Pension with up to 10% employer contributions
• Incentive scheme up to 10% after probation
• 28 days holiday plus bank holidays (rising to 32 in line with service)
• Wellbeing benefits to support your physical financial and mental health
• Discounts on Co-op products and services