Customer Service Representative - Bereavement & POA

A career in Customer Support with us can take you anywhere, and we're committed to helping your career happen. So, with all this, and some great benefits to boot, why not read on?

About the role

As a Customer Service Representative, you'll find a positive and inclusive environment, and you can be proud of the contribution you make. That's because you'll be at the forefront of delivering real help with real life for our customers and members.

Working within our Bereavement & POA servicing team, you'll provide specialist and dedicated support for savings and mortgage customers when they really need it the most. Whether they're contacting us to inform us that their loved one has passed away; a family member is registering as a Power of Attorney (POA) on their account(s) or if our customer is experiencing some kind of vulnerability, we need to act with the upmost empathy and compassion.

Responsibilities

• Managing & supporting customer needs through telephony, admin, and online channels
• You will handle incoming & outbound calls within service levels ensuring ownership is taken to be efficient and compliant within regulation.
• You will resolve complex complaints to ensure that we find the right outcome for customers as well as completing the administration of savings and mortgage processing.
• You will resolve customer queries via multiple channels, aiming to resolve at first point of contact where possible, always providing an excellent level of customer service.
• As we continue to move into the digital age, you will be digitally focussed promoting to customers the digital channels YBS has to offer, to support customers to self-serve and meet their individual needs.

Underpinning your work, will be your commitment to delivering a first-class service to customers.

Qualifications

You'll have a proven track record in delivering a fantastic customer experience and have exceptional communication skills, both verbal and written. You will also have:

• Experience of working within a Bereavement Team or dealing with vulnerable customers, registering Power of Attorney, showing empathy & support.
• The ability to recognise your customer's needs beyond what they are asking for.
• Be a confident communicator, with the ability to deliver a fantastic customer experience via phone and in writing
• Great attention to detail and problem-solving skills and able to work flexibly and demonstrate agile working
• Good digital and IT knowledge. Comfortable using Microsoft.

We have a range of Permanent & fixed term positions available.

Benefits

• Holiday. You'll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension. We know how important it is to save towards the future, that's why we'll contribute up 11% into your YBS pension.
• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you'll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits. When you join YBS you'll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts