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- Tasks: Support bereaved families with empathy, validating documents and closing accounts.
- Company: Join Virgin Money, a leading mutual bank dedicated to making a positive societal impact.
- Benefits: Enjoy 38.5 days annual leave, flexible benefits, and immediate access to perks.
- Other info: Hybrid work model with travel to local hubs; inclusive culture prioritising diversity.
- Why this job: Make a meaningful difference in people's lives during their toughest moments while working in a supportive team.
- Qualifications: Strong customer service background, excellent communication skills, and a compassionate approach required.
The predicted salary is between 19500 - 22500 ÂŁ per year.
Search our opportunities to find your fit
Customer Support Associate (Bereavement Services Team)
Apply now Job no: 699372
Work type: Permanent Full Time
Location: Leeds City, Head Office – Glasgow, Head Office – Newcastle, Hybrid
Categories: Customer Relationships, Customer Service
Business Unit:Customer Operations, Customer Support
Salary range:£23,500 – £27,000 per annum DOE+ red-hot benefits
Location:UK Hybrid with travel to local hub Glasgow/Gosforth/Leeds
Join Our Bereavement Services Team – Make a Meaningful Difference
Are you passionate about helping others during life’s most challenging moments?
As part of our Bereavement Services Team, you’ll play a vital role in supporting customers with compassion and professionalism—both over the phone and behind the scenes in our back-office operations.
We understand how difficult it is to lose a loved one, and our associates are committed to delivering a “best in class” service that makes the process as smooth and supportive as possible. If you’re empathetic, detail-oriented, and ready to make a real impact, we’d love to welcome you to the team.
What you’ll be doing
- Supporting bereaved families with empathy and care by validating documents and closing accounts, ensuring every step of the process is handled smoothly and respectfully.
- Providing specialist guidance and reassurance to customers during a sensitive time, both through telephony and back-office support.
- Engaging with a wide range of contacts including relatives, Funeral Directors, Solicitors, and external agencies to ensure all aspects of the service are coordinated effectively.
- Collaborating within a large, diverse, and supportive team that’s committed to delivering outstanding outcomes for our customers.
- Operating within regulated frameworks to maintain the highest standards of compliance and integrity.
- Adapting to the needs of the department by being flexible and ready to support other areas where our customers need us most.
We need you to have
- A proven strong background in customer service or support roles, with hands-on experience using telephony systems to assist customers.
- Excellent communication and active listening skills, with the ability to understand and respond to customer needs sensitively and effectively.
- A demonstrable ability to provide empathetic support, guiding customers through difficult conversations with care and professionalism.
- An adaptable and flexible approach, ready to support different areas of the department as customer needs evolve.
- The ability to work closely with colleagues to achieve shared goals and deliver exceptional service and a collaborative mindset.
- A clear understanding of performance expectations and a strong focus on customer outcomes.
- Practical knowledge of regulatory frameworks and policies, with the ability to apply them confidently in day-to-day work.
Red Hot Rewards
- Generous holidays – 38.5 days annual leave (including bank holidays and prorated if part-time)plus the option to buy more.
- Up to five extra paid well-being days per year.
- 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
- Free private medical cover, income protection and life assurance.
- Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
And there\’s no waiting around, you\’ll enjoy these benefits from day one.
If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.
Virgin Money is so much more than just a bank. As part of theNationwide group,together we\’re the UK\’s first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.
Be yourself at Virgin Money
At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society.We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.
As a Disability Confident Leader, we\’re committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition teamcareers@virginmoney.com
Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.
Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, we\’ll need you to confirm you have the right to work in the UK.
If you\’re successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years\’ worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks –we\’ll ask for six years of regulatory references, and once in the role, you\’ll be subject to periodic employment checks.
Advertised: 01 Aug 2025 GMT Daylight Time
Applications close: 10 Aug 2025 GMT Daylight Time
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Customer Support Associate (Bereavement Services Team) employer: Virgin Money
Contact Detail:
Virgin Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Associate (Bereavement Services Team)
✨Tip Number 1
Familiarise yourself with the bereavement process and the emotional challenges that come with it. Understanding the nuances of this sensitive area will help you connect better with potential customers and demonstrate your empathy during interviews.
✨Tip Number 2
Practice active listening skills in your daily interactions. This will not only prepare you for the role but also show interviewers that you can effectively respond to customer needs, which is crucial for a position in the Bereavement Services Team.
✨Tip Number 3
Research the company’s values and mission, especially their commitment to providing compassionate service. Being able to articulate how your personal values align with theirs can set you apart during the interview process.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the day-to-day responsibilities and expectations, helping you tailor your approach and questions during the interview.
We think you need these skills to ace Customer Support Associate (Bereavement Services Team)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and skills required for the Customer Support Associate position. Tailor your application to highlight how your experience aligns with their needs, especially in providing empathetic support.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping others during difficult times. Use specific examples from your past experiences that demonstrate your ability to handle sensitive situations with care and professionalism.
Highlight Relevant Experience: In your CV, emphasise any previous customer service roles, particularly those involving emotional or sensitive interactions. Detail your communication skills and any experience with telephony systems, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your application materials for spelling and grammatical errors. A polished application reflects your attention to detail, which is essential for the role in the Bereavement Services Team.
How to prepare for a job interview at Virgin Money
✨Show Empathy and Understanding
Given the sensitive nature of the role, it's crucial to demonstrate your ability to empathise with bereaved families. Share examples from your past experiences where you provided support during difficult times, highlighting your compassionate approach.
✨Communicate Clearly and Effectively
Strong communication skills are essential for this position. Practice articulating your thoughts clearly and listen actively during the interview. Be prepared to discuss how you would handle challenging conversations with customers.
✨Familiarise Yourself with Regulatory Frameworks
Understanding the regulatory frameworks relevant to the role is key. Research any applicable policies and be ready to discuss how you would apply them in your day-to-day work, ensuring compliance and integrity.
✨Demonstrate Flexibility and Team Collaboration
The role requires adaptability and teamwork. Prepare to share instances where you've successfully collaborated with colleagues or adapted to changing circumstances in a previous job, showcasing your commitment to achieving shared goals.