Please Note: The application deadline for this job has now passed.
CLOSING DATE 16th APRIL
Main Purpose of Role:
This new position within the Bereavements Area is key to providing a bespoke service for the Bereavements Process. This role will be responsible for providing a dedicated and single point of contact, and providing a customer focussed service throughout the end to end cycle of the Bereavements process. They will be responsible for developing and overseeing the service that extends beyond the bereavement team into other areas of the admin centre. Bringing the full bereavements journey to its conclusion.
The role will be responsible for listening and articulating effectively and compassionately, using exceptional communication skills to build relationships, in a professional manner.
The job holder will be expected to monitor and manage the progress of each Bereavement case under their control. Working closely with the Bereavement processors to ensure client records are accurately maintained and to exercise judgement particularly where complex or unusual requirements exist.
It will play an important role in helping to deliver improved customer and Partner experience.
To be the single point of contact for each case assigned, making outgoing calls and accepting incoming calls to establish initial contact and maintain this relationship going forward.
Build and manage relationships effectively and efficiently from death notification to conclusion, agreeing communication methods and timescales with the key contact (SJP Partner, family member, third party).
Proactively manage the Bereavement cases taking personal responsibility to ensure appropriate outcomes.
Work closely with the Bereavement processors to monitor case progression and offer support and direction as required.
Exceptional handling of complex or contentious cases, liaising with key contacts in SJP or the Admin Centre to reach a conclusion.
Review trends and carry out investigation and root cause analysis on occasion when things go wrong to ensure the business can learn from mistakes.
Plan and manage own workload effectively and prioritise accordingly to meet targets and response times.
Tailor customer correspondence following ad hoc and/or planned conversations and produce accurate and professional output in line with documented procedures and the SJP style guide.
The candidate must be sufficiently competent to make updates on a client’s record using the Bluedoor system or workflow steps if required.
Working with senior team members and Subject Matter Experts and to identify opportunities for improvements and efficiencies promoting continuous improvement.
To identify ways the role can be enhanced in order to deliver the required bespoke Bereavement service.
Knowledge and Technical Skills
A committed team player with a “can do” attitude and the ability to work alone or with others, to provide an excellent customer service and experience.
Shows flexibility and always goes the extra mile to meet the needs of the client/key contact and the business
Having existing in depth knowledge of SJP products and client outcomes in a bereavement scenario and holding the skills to provide accurate responses in line with the agreed communication strategy that meets the needs of TCF and our customers.
Good listener who has the ability to exercise a degree of empathy and understanding due to the difficult nature of the work.
Experience working as a call handler or strong telephone skills, with experience of handling escalated calls.
Strong relationship management and interpersonal skills with the ability to listen and articulate at what can be difficult time
Excellent communication and interpersonal skills at all levels, providing accurate and relevant written and verbal responses.
Excellent problem solving, analytical and decision making skills
Strong organisational, planning and time management skills
Education to Higher level or equivalent is desirable