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- Tasks: Lead a compassionate team supporting customers through their bereavement journey.
- Company: Join TSB, a company dedicated to giving money confidence to communities.
- Benefits: Enjoy hybrid working, an attractive rewards package, and a supportive work environment.
- Why this job: Make a real difference in people's lives during challenging times.
- Qualifications: Experience in customer service and team leadership is essential.
- Other info: Be part of a diverse team driving positive change and transformation.
The predicted salary is between 40000 - 50000 £ per year.
As Bereavement Team Manager, you'll report into the Consumer Support Operations Manager and lead a team of around 15 colleagues. Alongside day‑to‑day leadership and performance management, you'll play a key role in driving change and embedding new ways of working as the area continues its transformation.
Additional responsibilities include managing the full bereavement journey from first notification through to resolution, delivering back‑office activity and a dedicated telephone support line, and ensuring customers receive clear, compassionate and effective support throughout the process.
Qualifications
- Excellent adherence to and experience/knowledge of back‑office procedures and processes.
- Excellent understanding of key drivers, levers, issues and constraints of a customer‑service environment, including telephony.
- Deliver key KPI’s and provide excellent coaching and development to the teams.
- Ability to collaborate, plan, and execute tasks to challenging deadlines.
- Demonstrable experience of leading and managing teams through people and process changes.
At TSB we’re all here to give money confidence to our customers and communities. Wherever you work in TSB you can make a real difference to your career, our business, and the wider community.
About the Team
The Bereavement Team sits within Consumer Support and is currently going through a period of significant transformation. The team supports customers at one of the most challenging times in their lives, managing the full bereavement journey from first notification through to resolution. Working as part of a wider Consumer Support department, the team delivers both back‑office activity and a dedicated telephone support line, ensuring customers receive clear, compassionate and effective support throughout the process.
How You'll Make a Difference
As part of the team, you will be integral to providing clear and compassionate support to customers during a challenging life event.
What We Offer
- Hybrid and flexible working arrangements to support a healthy work/life balance.
- An attractive reward and myTSB benefits package, giving you more of what matters to you.
- A diverse, energising, and collaborative working environment.
- A career that’s enriching and full of opportunities.
Selection Process
There will likely be a 30‑minute informal, exploratory chat with the Hiring Manager followed by a structured interview via Teams with the Hiring Manager and another member of the team.
Inclusion
Inclusion matters at TSB. We want everyone to feel at home‑whatever their background. Diverse teams help us deliver Money Confidence, for everyone, every day. If you tick some boxes and bring curiosity and openness, we’d love to hear from you. TSB is a Disability Confident Leader; if you meet the minimum criteria, we’ll ensure you’re considered. Please also let us know what adjustments you’d benefit from throughout our process.
Join Us
So, if this sounds right up your street, come join our team, we make things happen!
Customer Support Team Manager in Birmingham employer: TSB Bank plc.
Contact Detail:
TSB Bank plc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Manager in Birmingham
✨Tip Number 1
Get to know the company culture! Before your interview, check out TSB's values and mission. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with leading teams and managing change, as these are key for the Customer Support Team Manager role.
✨Tip Number 3
Be ready to share real examples! Think of specific situations where you've successfully led a team or improved processes. This will help you stand out and demonstrate your capability to drive better results.
✨Tip Number 4
Don’t forget to ask questions! Prepare thoughtful questions about the team’s transformation and how you can contribute. This shows your enthusiasm and helps you gauge if TSB is the right fit for you.
We think you need these skills to ace Customer Support Team Manager in Birmingham
Some tips for your application 🫡
Show Your Compassion: In your application, make sure to highlight your ability to provide clear and compassionate support. This role is all about helping customers during tough times, so share any relevant experiences that showcase your empathy and understanding.
Demonstrate Leadership Skills: We want to see your leadership chops! Talk about your experience in managing teams and driving change. Use specific examples to illustrate how you've successfully led a team through challenges or transformations.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point while still showcasing your personality.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at TSB Bank plc.
✨Understand the Bereavement Journey
Make sure you have a solid grasp of the bereavement process and how it impacts customers. Familiarise yourself with the key stages from first notification to resolution, as this will show your understanding of the role and its importance.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams through change. Think about specific initiatives you've led and how they improved team performance or customer satisfaction. This will demonstrate your capability to drive better results.
✨Communicate with Compassion
Since this role involves supporting customers during difficult times, practice conveying empathy and compassion in your responses. Be ready to discuss how you've handled sensitive situations in the past and how you ensure clear communication.
✨Be Ready for Collaborative Scenarios
Expect questions about working with diverse stakeholders. Prepare examples where you've successfully navigated differing opinions to achieve a common goal. This will show your ability to collaborate effectively in a team environment.