Bereavements Customer Support Officer (12 months)

Royal Bank of Scotland; United Kingdom; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Office First

Job summary

Royal Bank of Scotland is seeking a dedicated Bereavement Support Adviser to assist customers and families after a death notification. You will guide clients through the bereavement process, explain requirements, support claims, and ensure records are updated accurately and sensitively.

You will handle customer queries, support operational processes, and identify opportunities to improve service, efficiency and outcomes. A compassionate, professional, customer-focused approach is essential.

Qualifications

• Experience working with customers in sensitive situations.
• Ability to build rapport and provide support during difficult circumstances.
• Strong attention to detail when updating records and maintaining cases.
• Clear communication with customers and stakeholders.
• Experience working with data and customer records.
• Understanding of contact centre operations and performance metrics.
• Proficiency with Microsoft Office applications.

Responsibilities

• Support bereaved family members and executors throughout the bereavement journey.
• Manage customer cases from notification to resolution with accurate records.
• Process account closures and balance releases, ensuring secure handling.
• Collaborate with colleagues and specialist teams to resolve queries.
• Identify trends and opportunities to improve service and efficiency.

Skills

Customer service

Empathy

Communication

Attention to detail

Data handling

Organisation

Microsoft Office

Tools

PowerPoint

Excel

Word

Job description

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, elevate 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-pace 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

Hours

35

Job Posting Closing Date: 24/11/2026

Ways of Working:Office First