Bereavement Support Specialist: Empathy in Action

Royal Bank of Scotland; United Kingdom; On-site; GBP 22,000 - 30,000; Full time

Job summary

Royal Bank of Scotland is seeking a Bereavements Customer Support Specialist in the United Kingdom. You will deliver expert support during challenging times, build trusted relationships and use AI-enabled tools to enhance service.

The role focuses on bereavements, guiding families through the process and ensuring accurate records, while offering opportunities to contribute across related specialist areas. The position requires empathy, strong communication and the ability to navigate sensitive

Qualifications

• Bereavements experience and sensitivity in handling complex customer journeys.
• Experience in Customer Service or Contact Centre environments is beneficial.
• Ability to coach or support colleagues.

Responsibilities

• Manage customer cases from initial contact through to resolution with accurate records.
• Support bereaved family members, executors and representatives through sensitive journeys, providing guidance and practical help.
• Process account updates, closures, balance releases and payments while completing key controls.
• Handle complex or escalated cases and share specialist knowledge with colleagues.
• Utilise approved digital and AI-enabled tools to improve efficiency and customer experience.
• Work across Specialist Customer Service to support other specialist disciplines as required.

Job description

Royal Bank of Scotland is seeking a Bereavements Customer Support Specialist in the United Kingdom. You will deliver expert support during challenging times, build trusted relationships and use AI-enabled tools to enhance service.

The role focuses on bereavements, guiding families through the process and ensuring accurate records, while offering opportunities to contribute across related specialist areas. The position requires empathy, strong communication and the ability to navigate sensitive