Bereavements Customer Support Specialist

NatWest Group; United Kingdom; On-site; GBP 26,000 - 38,000; Full time

Job summary

NatWest Group is seeking a Bereavements Customer Support Specialist to respond promptly and sensitively to customer queries, with bereavements as the primary area of responsibility. You will guide customers through the bereavement process, validate documents and manage records with care and accuracy.

The role offers opportunities to learn across Complaints, Financial Health & Support and Fraud Operations, with a focus on delivering world-class customer experiences and leveraging digital tools to

Responsibilities

• Managing customer cases from initial contact through to resolution, ensuring excellent customer outcomes and accurate record keeping
• Supporting bereaved family members, executors and representatives through sensitive and often complex customer journeys, providing clear guidance and practical support
• Processing account updates, closures, balance releases and customer payments, while completing key controls and verification activities to protect customer funds
• Handling complex or escalated cases, sharing specialist knowledge and supporting colleagues through coaching and guidance
• Using approved digital and AI‑enabled tools to improve efficiency, reduce administrative effort and enhance customer and colleague experiences
• Working flexibly across Specialist Customer Service to support other specialist disciplines where required

Job description

Join us as a Bereavements Customer Support Specialist

• We’ll look to you to deliver successful outcomes for customers providing expert support during some of life's most challenging circumstances, while understanding their needs and helping them navigate complex situations
• You’ll play an important role within our Specialist Customer Service Team, building trusted relationships with customers, colleagues and external parties to deliver exceptional customer experiences and successful outcomes
• You’ll embrace continuous improvement and the responsible use of digital and AI-enabled tools to improve customer and colleague experiences
• 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

What you'll do

As a Customer Support Specialist, you’ll be responding to customer queries promptly, professionally and sensitively, ensuring the right outcomes are achieved while delivering a world‑class customer experience.

Bereavements will be your primary area of responsibility, where you'll support customers and families following the notification of a customer's death. You'll provide guidance through the bereavement process, explain requirements, validate documentation and ensure customer records and accounts are managed accurately and sensitively.

As part of our Specialist Customer Service Team, you'll also have opportunities to develop broader specialist knowledge and support activity across Complaints, Financial Health & Support and Fraud Operations where required.

Your day‑to‑day will include:

• Managing customer cases from initial contact through to resolution, ensuring excellent customer outcomes and accurate record keeping
• Supporting bereaved family members, executors and representatives through sensitive and often complex customer journeys, providing clear guidance and practical support
• Processing account updates, closures, balance releases and customer payments, while completing key controls and verification activities to protect customer funds
• Handling complex or escalated cases, sharing specialist knowledge and supporting colleagues through coaching and guidance
• Using approved digital and AI‑enabled tools to improve efficiency, reduce administrative effort and enhance customer and colleague experiences
• Working flexibly across Specialist Customer Service to support other specialist disciplines where required

The skills you’ll need

We’re looking for someone with excellent interpersonal skills who is passionate about delivering a world‑class customer experience. You’ll be confident speaking with customers and supporting them through sensitive, emotional and sometimes complex situations, demonstrating empathy, professionalism and sound judgement at all times.

You’ll be able to build trusted relationships, understand customer needs and take ownership of delivering the right outcome, even in challenging circumstances. You’ll also be comfortable supporting colleagues, sharing knowledge and helping to continuously improve the service we provide.

Experience within Bereavements, Complaints, Financial Health & Support, Fraud Operations, Customer Service or Contact Centre environments would be beneficial, as would experience coaching or supporting colleagues.

You’ll also demonstrate:

• Strong customer service experience and the ability to manage sensitive or complex customer conversations
• Excellent communication, organisation and stakeholder management skills
• Experience of managing customer cases and maintaining accurate records
• The ability to make informed decisions and exercise sound judgement
• An awareness of industry developments, regulatory requirements and customer needs
• A passion for continuous improvement, innovation and AI‑enabled ways of workings