Customer Service Transformation Specialist

12 hours ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom 2022 - Chief Operating Office Full time

Company Overview

At Virgin Money, we're committed to making people happier about money. We believe that our customers deserve the best possible service, and we're looking for a dedicated individual to join our Bereavement Services Team.

Job Summary

We're seeking an experienced Customer Service professional to validate documents, close deceased customers' accounts, and provide specialist bereavement support. This is a unique opportunity to make a real difference in the lives of our customers and their families.

Key Responsibilities

  • Validate documents and close deceased customers' accounts while supporting family members at every step of the process.
  • Provide specialist bereavement support to individuals who have lost loved ones.
  • Collaborate with funeral directors, solicitors, and other external agencies to ensure seamless communication and efficient closure of accounts.
  • Work within regulatory frameworks to ensure compliance and maintain high standards of customer service.
  • Be flexible and willing to adapt to changing circumstances and priorities.

Requirements

  • Strong experience in customer service or support roles, either face-to-face or over the phone.
  • Proven track record of assisting vulnerable customers by asking questions and providing support.
  • Excellent IT skills, including Microsoft packages.
  • Flexible approach to suit the needs of customers and business.
  • Collaborative teamwork and excellent communication skills.

Benefits

  • Generous holidays - 38.5 days annual leave (including bank holidays) plus the option to buy more.
  • Up to five extra paid well-being days per year.
  • 20 weeks paid, gender-neutral family leave for expectant parents and those looking to adopt.
  • Market-leading pension.
  • Free private medical cover, income protection, and life assurance.


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