At a Glance
- Tasks: Support bereaved families through the emotional journey, guiding them with compassion and professionalism.
- Company: Join a caring organisation dedicated to providing essential support during difficult times.
- Benefits: Gain valuable experience, develop skills, and work in a supportive environment.
- Other info: Flexible working hours with opportunities for personal growth and development.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Strong communication skills and experience in customer service or administration preferred.
The predicted salary is between 26869 - 32839 £ per year.
In this key role, you will be providing crucial support to customers and families following the notification of a customer's death. You will help guide customers and representatives through the bereavement process, explaining requirements, supporting claims and ensuring records and accounts are updated accurately and sensitively.
You will 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 will 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 will need:
- Excellent organisational skills, strong attention to detail, and the ability to manage multiple tasks in a fast-paced environment.
- Confidence in communicating with customers, including during sensitive and emotionally challenging situations, and a commitment to delivering a compassionate, professional and customer-focused service.
- The ability 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.
- 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
Bereavements Customer Support Officer (12 months) employer: Royal Bank of Scotland
At NatWest Markets, we pride ourselves on being an exceptional employer, offering a dynamic work environment in the heart of London. Our culture fosters collaboration and innovation, providing employees with ample opportunities for professional growth and development. With a focus on market insights and client relationships, we empower our team to excel in their roles while enjoying a supportive atmosphere that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Bereavements Customer Support Officer (12 months)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Royal Bank of Scotland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Royal Bank of Scotland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Bereavements Customer Support Officer (12 months)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Royal Bank of Scotland:Your cover letter is your chance to shine! Tell us why you want to work at Royal Bank of Scotland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Royal Bank of Scotland!
How to prepare for a job interview at Royal Bank of Scotland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
