Bereavements Customer Support Officer (12 months)

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

Join us as a Bereavements Customer Support Officer

• This is an opportunity to make a positive impact to our customers and colleagues, supporting bereaved families and representatives during some of life's most difficult moments while delivering successful customer and business outcomes
• You'll play an important role in managing customer cases and documentation, resolving queries, and identifying opportunities to improve processes, efficiencies and customer experiences through the use of approved digital and AI-enabled tools
• You’ll develop valuable customer service, organisational and problem-solving skills while gaining experience in bereavement support within a fast-paced and supportive environment
• If you don’t currently live in Jersey, you’ll need to specifically state in your CV that you have the right to live and work here to be considered for this role
• This role is available for a period of 12 months

What you'll do

In this key role, you’ll be providing crucial support to customers and families following the notification of a customer's death. You'll help guide customers and representatives through the bereavement process, explaining requirements, supporting claims and ensuring records and accounts are updated accurately and sensitively.

You’ll respond to customer and business queries, support the delivery of operational processes and controls, and develop an understanding of customer and business needs to identify opportunities to improve service, efficiency and customer outcomes.

You’ll also be:

• Supporting bereaved family members, executors and representatives throughout the bereavement journey, providing a compassionate, professional and customer-focused service
• Managing customer cases from initial notification through to resolution, maintaining accurate records, validating documentation and updating customer accounts and internal systems in line with policies and regulatory requirements
• Processing account closures, customer payments and balance releases, completing verification activities and controls to ensure customer funds are handled safely and securely
• Working closely with colleagues and specialist teams to resolve queries, escalating complex cases where appropriate, and deliver positive customer outcomes
• Identifying trends, inefficiencies and opportunities for improvement, supporting process enhancements and using approved digital and AI-enabled tools to simplify activities and improve operational efficiency

The skills you'll need

To be successful in this role, you'll have excellent organisational skills, strong attention to detail, and the ability to manage multiple tasks in a fast-paced environment. You'll be confident communicating with customers, including during sensitive and emotionally challenging situations, and will be committed to delivering a compassionate, professional and customer-focused service.

You’ll be able to balance customer interactions with administrative responsibilities while maintaining high levels of accuracy and compliance. Experience in a customer service, operations, administration or contact centre environment would be advantageous.

You’ll also need:

• Experience of working directly with customers and handling sensitive or emotional conversations
• The ability to build rapport, demonstrate empathy and provide support during difficult circumstances
• Strong attention to detail when updating records, validating documentation and maintaining customer cases
• Strong communication skills, with the ability to explain information clearly and build rapport with a wide range of customers and stakeholders
• Experience of working with data and customer records, alongside good problem-solving and organisational skills
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel and Word