Bereavement Support Specialist — 12-Month Contract

NatWest Group; United Kingdom; On-site; GBP 22,000 - 32,000; Full time

Job summary

NatWest Group is seeking a Bereavements Customer Support Officer to provide compassionate guidance to customers and families after a death notification. You will help customers navigate the bereavement process, verify documentation and keep records up to date in line with policy.

Working with colleagues and specialist teams, you will respond to questions, support operational processes, and look for ways to improve service using approved digital tools.

Qualifications

• Experience in customer service or contact centre desirable.
• Ability to handle sensitive conversations with care.
• Strong record-keeping and documentation skills.
• Comfort with using digital and AI-enabled tools.

Responsibilities

• Support bereaved families and representatives from notification to resolution.
• Update records and accounts in line with policies.
• Respond to queries and guide customers through the bereavement process.
• Identify process improvements and use approved digital tools to enhance efficiency.

Skills

Empathy

Customer service

Attention to detail

Communication skills

Problem solving

Microsoft Office

Tools

PowerPoint

Excel

Word

Job description

NatWest Group is seeking a Bereavements Customer Support Officer to provide compassionate guidance to customers and families after a death notification. You will help customers navigate the bereavement process, verify documentation and keep records up to date in line with policy.

Working with colleagues and specialist teams, you will respond to questions, support operational processes, and look for ways to improve service using approved digital tools.