Bereavement Support Officer

Job description

The Bereavement Service Officer role is based within the Bereavement Service Centre, a specialist team within UK Contact Centre in Sheffield.

The role of the Bereavement Service Officer is to process initial notification following the death of a customer, providing query resolution relating to the bereavement journey via multiple communication channels. You will need to make judgement calls balancing both customer/business risk, whilst, providing an empathetic, knowledgeable and professional telephony/administration service directly to bereaved families

Your responsibilities will include:
· Supporting the department in meeting key performance indicators (service levels, operational risk, etc.)
· Supporting process changes to improve the customer journey
· Supporting adherence to first call resolution in alignment with global standards to promote customer satisfaction
· Delivering an excellent level of customer service to internal and external customers
· Adhering to local regulations and programmes around Treating Customers Fairly (TCF).
· Delivering fair outcomes for our customers and ensure own behaviours meet the required bank values
· Awareness of the immediate business/function strategy
· Embracing change and innovation in the team
· Demonstrating ownership and common sense with all that you do, sharing best practice across teams
· Understanding HSBC's vision, values and goals to build engagement and an inclusive, high performing, customer-centred culture
· Demonstrating a collaborative approach and challenge actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers"
· Maintenance of highest standards of risk management, control, and compliance
· Collaborating with colleagues to maximise effectiveness and, efficiency
· Following HSBC policy and procedures to ensure good operational practise
· Maximising customer satisfaction, working to keep complaints to a minimum
· Supporting the department with planned strategic and streamlined initiatives
· Adherence to Global Standards and risk requirements

Desired profile

Qualifications :

The ideal candidate for this role will have:

·  Availability to work the shift pattern required for this role, i.e. Shift cover between Mon - Fri 8:00 - 18:00 and Sat 09:00 - 14:00
·  Experience working in relevant environment/s, i.e. Customer Service
·  Past working experience in a relevant role, i.e. Operations based environment
·  Experience of using relevant software packages, i.e. Microsoft Office
·  Relevant product knowledge including knowledge of bereavement regulations is desirable but not essential
·  Past working experience on relevant systems, i.e. HSBC Banking Systems is desirable but not essential
·  Experience of using relevant software packages, i.e. 0 is desirable but not essential
·  A desire to find ways to continually improve the service delivered to customers
·  A flexible and adaptable approach to change and will support others to respond in a similar way
·  Achieved targets and met expectations whilst supporting and encouraging others to do the same
·  Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
·  Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
·  Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
·  Experience of planning and prioritising their own time effectively, aware of their responsibilities and committed to delivering these efficiently
·  A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these


The base location for this role is Sheffield

At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable, we do the right thing. These are the values that guide us every day. We seek to recruit people who share these values and will help us to sustain them

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.