The role of the Bereavement Support Administrator is to process initial notification following the death of a customer, provide query resolution relating to the bereavement journey via multiple communication channels. Will need to make judgement calls balancing both customer and/business risk, whilst, providing an empathetic, knowledgeable and professional telephony/administration service directly to bereaved families, Executors and Solicitors.Supporting the Bank in meeting key performance indicatorsDelivering an excellent level of customer service on behalf of our customer, with empathy and understanding of vulnerabilityDelivering fair outcomes for the Bank and deceased account holderDemonstrating ownership and common senseAdhering to the bereavement policy and principlesHold difficult conversations to fact findManage and process deceased account from notification to closureSupport bereaved family members with clear, informative, and relevant information and requirementsMake informed decisions based on information receivedThe Person

Will have experience of liaising directly with customers on the telephoneProven experience working with and identifying vulnerable customersConsumer or Commercial lending Banking experience in a customer service environment is essentialPrevious bereavement account handling desired but not essentialComputer literate (good knowledge of MS Office suite – Excel, Word, Power-Point)Ability to understand and fully comply with documented processes and proceduresExcellent customer service skills required including verbal and written communicationAdaptable and flexibleExcellent verbal and written communication skillsAbility to work as part of a team.Excellent planning and organisational skillsEnthusiastic “can do” attitudeThe Opportunity

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.Work with us because you:Want to be part of a bank built for the dynamics of the modern worldRelish a challenge and enjoy a fast-paced, innovative and hardworking cultureEnjoy finding new and better ways to solve complexity and make things happenWant to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groupsCare about society and the environment and want to be part of a business that cares tooWant to continue to grow professionally and be the best version of yourselfReward

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employmentFree access to Headspace, a mindfulness and meditation digital health appFree access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopauseEAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing and healthCycle to work schemeDiscounts on gym membershipContributory pension scheme and death in serviceYour Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.Minimum starting salary of £25,000Minimum of 27 days holiday per yearOption to buy or sell holiday days through our flexi-holiday schemeDiscounts on gym membership nationwideAccess to discounts on a range of high street and online brandsCommunity support and charitable givingYour Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.Participation in our annual discretionary bonus scheme designed to reward your contribution to our successProudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done

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