Bereavement Helpdesk Consultant

On behalf of Nationwide, AMS are seeking an Administrator for a 6-month contract with the possibility of extension or permanency working remotely or hybrid in the Swindon, Nationwide House office.

The role is based in our Bereavement Helpdesk Consultant team at Nationwide Building Society.

Our training scheme is one-to
- one and successful applicants will go through a route to competency on one of our entry level processes.

At **Nationwide**, we are not like a bank or other financial services companies, we are a Building Society - and we are building our society with a sense of community and with a collective belief in the idea that we are all here to help one another.

At **Nationwide**, our mission is to build an inclusive culture where everyone can thrive and for our Society to reflect the diversity of the communities we serve. We want to support and uplift people’s wellbeing so they can bring their whole selves to work and flourish in all aspects of their lives. Working for **Nationwide**, you’ll have access to a range of benefits, support and resources. For example:
We’re offering an exciting opportunity to join our busy, driven and customer focussed team. So, if you’re motivated by working within a fast paced, thriving environment where customer service is at the heart of everything you do, then this could be the role for you.

We are looking for someone to bring HELP principles to life (Heartfelt, Easy, Lifelong & Personal) to some of our most vulnerable members, or their representatives, currently experiencing a bereavement. We also support our front-line colleagues and third parties (such as solicitors) with any queries.

**What you’ll be doing**

You will be responding to calls from family members, third parties and our frontline colleagues with a high degree of empathy and sensitive questioning to identify their individual needs. You will be dealing with enquiries throughout the Bereavement process and giving information on next steps, what documents are required and how to proceed to closing accounts or dealing with debts outstanding. You will use multiple systems to identify and provide account information on new and existing cases and identify when expert collaboration is appropriate. It’ll be your responsibility to guide the member to these sources of help, either internal or external support networks and charities.

**About you**

Being a people person is key, you'll be answering calls from family, friends and 3rd parties notifying us that a loved one has passed away. You will be offering condolences and providing information and support that is needed to register the bereavement.

You’ll often be the individual who first makes contact with our vulnerable callers, so you'll need to listen and understand their needs by asking the right questions and communicate clearly to them, so they understand how we can support them during this difficult time.

You will need to retain a high level of information on the full Bereavement process, multiple stages and complex enquiries.

Displaying empathy and being able to adapt your style on each call to our members and colleagues is crucial.

As a minimum requirement, you will:

- Be able to demonstrate a high degree of empathy and understanding in extremely sensitive situations, building the trust of the customer
- Have an understanding of how internal processes and systems operate
- Have the ability to differentiate between advice and guidance
- Have high emotional resilience and emotional intelligence
- Have a strong background in customer service and telephony experience
- Be highly proactive, able to make key decisions when under pressure and escalate where appropriate
- Be organised and efficient to ensure the call is Easy and Heartfelt for our vulnerable members
- Be solution-driven and problem solve using accountable freedom
- Good organisational awareness
- Good team player

It would be nice if you also:

- Have experience of our Banking & Savings products or Bereavement processes

**£10.90 per hour - £ 19,838 per year**

**35 Hours Per Week**
- **Hours: Monday - Friday (9am - 5pm) and every 3rd Saturday morning (9am - 12pm) with time off in lieu**

**Job Types**: Fixed term contract, Full-time

**Salary**: £10.90 per hour

Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (required)

**Experience**:

- customer service: 1 year (required)
- IT Literate: 1 year (required)

Work Location: Remote