Customer Adviser - Bereavements

Skipton Building Society; Skipton; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Annual discretionary bonus scheme

25 days annual leave + bank holidays +

Job summary

Skipton Building Society is hiring a Bereavements Customer Service Adviser at our Head Office in Skipton. This 12-month fixed-term role is 35 hours per week, Monday to Friday, designed to support customers and families through bereavement and registrations with clear guidance and compassionate assistance.

You’ll handle inbound/outbound enquiries, update customer records, and ensure accurate, timely outcomes while balancing sensitive conversations with practical tasks.

Qualifications

• Experience supporting customers in a customer-focused role.
• Ability to handle sensitive or complex situations with empathy.
• Experience managing a varied workload with competing priorities.
• Confidence using multiple systems to maintain accurate records.
• High attention to detail and strong organisational skills.

Responsibilities

• Support customers and families through bereavement and registration journeys through to resolution.
• Handle inbound and outbound customer contact and queries.
• Process bereavement registrations, Power of Attorney registrations and Will notifications.
• Update customer accounts and maintain confidentiality.
• Identify opportunities to improve processes and experiences for customers and colleagues.

Skills

Customer focus

Empathy

Multitasking

System navigation

Attention to detail

Organisational skills

Job description

Hours

35 hours per week, Monday to Friday, on a 12 month secondment. Full time Head Office working

Salary

£26,000 Per Annum

Closing Date

Wed, 26 Aug 2026

Looking for a role where your work genuinely makes a difference? Join our Bereavement and Registrations Team and help customers and families navigate some of life's most difficult moments. As a Bereavements Customer Service Adviser, you'll be a reassuring point of contact, providing clear guidance, compassionate support and practical help throughout what can often be a complex process.

Every customer journey is different. You'll balance sensitive conversations with managing customer cases, coordinating important account updates and ensuring every detail is handled accurately. It's a role where great customer service, attention to detail and good judgement come together to help deliver fair outcomes, right first-time outcomes and make things as straightforward as possible for our customers.

At Skipton, we're founded on fairness. We exist to do right by our members - and we believe that starts with doing right by our people. So whoever you are and whatever you bring, there's a place for you here and a genuine plan for where you go next.

What You’ll Do

We’re here to make our members’ money work harder. But it takes more than one kind of role to make that happen. Across our Money team, you’ll find people supporting savings, investments and financial advice, alongside the teams behind the scenes who keep things moving, spot what could work better, and help turn good ideas into practical change.

Your Key Responsibilities Will Include

• Supporting customers and families through bereavement and registration journeys, providing clear guidance, reassurance and practical support whilst managing customer cases through to resolution
• Handling inbound and outbound customer contact, resolving queries and helping customers understand the next steps in their journey
• Processing bereavement registrations, Power of Attorney registrations and Will notifications accurately, efficiently and with attention to detail
• Updating customer accounts and records, ensuring information is handled correctly and customers receive timely and accurate outcomes
• Managing incoming correspondence and important documentation, maintaining confidentiality and completing actions within required timescales
• Identifying opportunities to improve processes and ways of working, helping us deliver better experiences for customers and colleagues

What You’ll Need

• Experience supporting customers in a customer-focused role, building rapport, understanding individual needs and delivering positive customer outcomes
• Experience supporting customers through sensitive or complex situations, demonstrating empathy, patience and good judgement
• Experience managing a varied workload, balancing customer interactions, administration tasks and competing priorities effectively.
• Confidence using multiple systems to maintain accurate records
• High attention to detail when processing information and completing customer requests
• Strong organisational skills, with the ability to work efficiently in a busy environment whilst meeting deadlines and service standards

What’s In It For You

Your work matters.

And the way we reward you matters, too.

At Skipton, we offer pay and benefits that really do make life better, together with a genuine thank you for making a difference.

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a max of 30 days
• Matching employer pension contribution (up to 10% per annum)
• Colleague Mortgages and access to Skipton products and services at discounted rates
• Flexible working to help balance your commitments
• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, discounted gym memberships
• Lifestyle perks such as a Home and Tech voucher, which can be used at Currys and IKEA

We’re here to make life better for our members.

About Skipton.

Our story began in 1853 in Skipton, North Yorkshire. Today, you’ll find us across England and Scotland, from Aberdeen to Plymouth.

We help over a million members put down roots, save for what matters, and feel good about their money. As a mutual, they own us, so everything we do is for them. You'll feel that same fairness and purpose in how all 2,500 of our colleagues work together, too.

It all means that life at Skipton is more exciting than you imagine.

What It's Like To Work Here

Life at Skipton

We talk and we listen to each other. And we make decisions as a team. That way, you get all the support you need to do work that works for everyone.

At Skipton we value work life balance and are proud to support hybrid and flexible working. This opportunity is for 35 hours per week, Monday to Friday on a 12 month fixed term contract and you’ll spend 5 days a week collaborating with colleagues at our Head Office in Skipton.

We also value what everyone brings to Skipton. And we create a fair place where you can be yourself. Our colleague networks play a big role in this. They connect people with similar life experiences and make our workplace warm, friendly, inclusive and welcoming.

It’s not just our members who are important to us.

You are, too.

Lots of organisations talk about wellbeing, but they don’t always back it up. As a mutual, we put people first. And that includes the people who work here. So, when we say we care about your wellbeing, we mean it.

Wellbeing isn't just one thing. It’s about feeling good, having energy, and being able to be yourself and perform at your best. That’s why we offer help for your mental and physical health across five key areas.

What’s more, it’s help that you can actually use too - not just read about.