Customer Adviser - Bereavements Team

Job introduction

Are you an empathetic individual looking for a new challenge where your support truly makes a difference?

We have an opportunity for you to join our Bereavement and Registrations Team to assist with the administration of our customer accounts along with being the first point of contact for our bereaved customers, ensuring their queries are dealt with in a sensitive way with ‘right first time’ outcomes.

Who Are We?

Not just another building society. Not just another job.

We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.

Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.

You will be joining the Bereavements and Registrations team, consisting of 18 colleagues across 2 teams. We work closely with operational teams for both Money and Savings as well as other departments such as Financial Crime and Legal. Our role is to ensure we provide empathetic service to bereavement customers family members as well as registering power of attorney for vulnerable customers.

What’s In It For You?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including;

• Annual discretionary bonus scheme

• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days

• Holiday trading scheme allowing the ability to buy and sell additional annual leave days

• Matching employer pension contribution (up to 10% per annum)

• A commitment to training and development

• Private medical insurance for all our colleagues

• 3 paid volunteering days per annum

• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups

• We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

What Will You Be Doing?

In this role you’ll make sure the customer is at the heart of everything you do in order to optimise the customer experience. You’ll deal with both inbound and outbound calls in order to resolve queries and make sure you accurately update customers accounts and information.

You’ll also:

• Build excellent relationships with colleagues

• Seek to continually improve process and procedures to benefit the team and our customers

• Keep up to date with regulations and requirements

• Action inbound mail communication, handling important documents with confidentiality

• Actioning death registrations, Power of Attorney registrations and Wills

• Provide support, training and guidance to colleagues to upskill on processes

What Do We Need From You?

As you’ll be dealing with potentially vulnerable customers it goes without saying you’ll need to be empathetic, patient and resilient to make sure the customer gets the right outcome. You’ll be able to manage multiple workloads including telephone queries and administration tasks, making sure your work is accurate alongside delivering a great service to our customers.

The key competencies for this role are:

• Excellent customer service skills

• Able to work to deadlines in a busy environment

• High attention to detail

• Able to display empathy when dealing with customers

• Able to identify process improvements and recommend changes