Business Unit: Customer Transformation & Operations
Location : Hybrid with occasional travel to a Hub (Leeds, Gosforth, Glasgow)
Our associates ensure that our customers receive a "best in class" service at a time when they need us most. This can be you too - joining the Bereavement Services Team.
Validating documents and closing deceased customers account while supporting the family members at every step of the process.Providing specialist bereavement support.
The role involves considerable contact with relatives and those associated with our late customer, Funeral Directors, Solicitors and relevant outside agencies.
As we’re a regulated organisation, we need you to work within the appropriate regulatory frameworks we follow.
Being flexible in your approach and willing to get involved in other areas of the department where the customer needs us.
Strong experience in customer service or support roles, including experience with telephony systems
Proven track record of supporting vulnerable customer through empathetic questioning and assistance
Excellent IT skills including the use of Microsoft packages.
Flexible approach to suit the needs of customers & business.
Collaborative teamwork, working together to provide excellent customer service.
Familiar with the need for performance orientation and customer focus.
Practical knowledge and understanding of policy and regulatory requirements/framework.
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.
~ Market-leading pension.
~ Free private medical cover, income protection and life assurance.
~ Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we’re a workforce to be reckoned with, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. 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 team careers@virginmoney.It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. Now the legal bit
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.