What you'll be doing

• The purpose of the role is to continuously improve the service we provide to our clients and provide an opportunity for colleagues to develop their skills and knowledge to become subject matter experts in Bereavement.

• You will be answering calls from bereaved clients relating to an estate or pension supporting them during a difficult time.

• Respond to emails and postal correspondence from representatives and third parties.

• During available times you will also be assisting estates with their workload on things such as statements and Salesforce tasks.

• Opportunity to work with Estates Operations team throughout the year with rotations.

About you

• Ability to engage positively with colleagues at all levels in Operations.

• Sound analytical and problem-solving skills, with the ability to identify the root cause and escalate where appropriate.

• Ability to simplify complex problems and relay to clients.

• Be approachable, able to lead by example and motivate others.

• Be client focused, with excellent communication skills and strong attention to details.

• Be able to identify and put appropriate measures in place when it comes to vulnerable clients

• Self-drive to want to learn, progress and grow as an individual in a supportive team.

Interview process

Competency based interview conducted through Microsoft Teams

Working Schedule

This role is based in our Bristol head office, BS1 5HL. The working hours we offer are Monday to Friday between 8am to 5pm. You will have a rota within these hours.

We support hybrid working once you have successfully completed your training and have passed your probation. Full training and support will be given in all areas that we work.

Application requirements

Must have passed probation, if applying from Ops must have completed 6 months in current role, if applying from helpdesk must have completed 12 months in current role.

• Discretionary annual bonus* and annual pay review 
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure 
• Option to purchase an additional 5 days holiday**  
• Flexible working options available, including hybrid working  
• Enhanced parental leave 
• Pension scheme up to 11% employer contribution 
• Income Protection and Life insurance (4 x salary core level of cover)  
• Private medical insurance* 
• Health care cash plans - including optical, dental, and outpatient care 
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP 
• Wellhub - unlimited access to fitness providers and wellness coach sessions 
• Variety of travel to work schemes with bike storage and shower facilities 
• Inhouse barista and deli serving subsidised coffee and sandwiches 
• Two paid volunteering days per year 

* dependant on role level 

** only available to select during our annual benefits window, in November each year