Compassionate Bereavement Support Specialist

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

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.