Compassionate Bereavement Support Officer

RBS; United Kingdom; On-site; GBP 23,000 - 32,000; Full time

Job summary

RBS is seeking a Bereavements Customer Support Officer to provide compassionate support to families after a death notification. You will guide customers through the bereavement journey, explain requirements, and ensure records and accounts are updated accurately and sensitively.

You’ll respond to customer and business queries, support processes, and identify opportunities to improve service, efficiency and outcomes using approved digital and AI-enabled tools.

Qualifications

• Experience in a customer service, operations, administration or contact centre environment would be advantageous.
• Experience of working directly with customers and handling sensitive or emotional conversations.
• 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.

Responsibilities

• Providing crucial support to customers and families following the notification of a customer’s death and guiding them through the bereavement process.
• Responding to customer and business queries and supporting the delivery of operational processes and controls.
• Maintaining accurate records 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.
• Working closely with colleagues and specialist teams to resolve queries and deliver positive customer outcomes.
• Identifying trends and opportunities for process improvements using approved digital and AI-enabled tools.

Skills

Customer service

Empathy

Attention to detail

Communication

Problem solving

Data handling

MS Office

Tools

PowerPoint

Excel

Word

Job description

RBS is seeking a Bereavements Customer Support Officer to provide compassionate support to families after a death notification. You will guide customers through the bereavement journey, explain requirements, and ensure records and accounts are updated accurately and sensitively.

You’ll respond to customer and business queries, support processes, and identify opportunities to improve service, efficiency and outcomes using approved digital and AI-enabled tools.