Job description - summary
We're looking for compassionate and resilient individuals to join our Customer Support Operations team, supporting customers through some of life's most challenging circumstances.
Our Bereavement Services and Power of Attorney teams provide specialist support to customers and their representatives when they need us most. In this role, you'll manage a varied and often complex caseload, handling both telephony and back-office activities while delivering exceptional customer outcomes within a highly regulated environment.
Job description - the role
You'll take ownership of customer cases, working closely with colleagues across the bank, solicitors, charities, and other external partners to ensure every customer receives the support, guidance, and care they need.
If you're highly organised, thrive in a fast-paced environment, and combine excellent attention to detail with genuine empathy, we'd love to hear from you.
What You'll Be Doing
- Taking full ownership of customer enquiries and cases, seeing them through to resolution while delivering positive customer outcomes.
- Managing a high volume of inbound and outbound calls, alongside a busy caseload, whilst maintaining accuracy and quality.
- Supporting customers who may be experiencing bereavement, vulnerability, or other life-changing circumstances, providing compassionate and personalised support.
- Working within a regulated environment, ensuring all activities are completed accurately and in line with policies, procedures, and regulatory requirements.
- Collaborating with colleagues across branches, contact centres, and specialist teams, as well as external organisations such as solicitors and charities.
- Identifying customer needs and tailoring solutions to their individual circumstances.
- Escalating complex cases appropriately and engaging specialist support where required.
- Building strong relationships with internal and external stakeholders to create a seamless customer experience.
- Sharing knowledge and best practice to support continuous improvement and team success.
Candidate Profile: Key accountabilities, skills & experience
What You'll Bring
- Experience delivering excellent customer service in a fast-paced operational, contact centre, or regulated environment.
- A strong sense of ownership and accountability, with the ability to manage your workload effectively and independently.
- Excellent attention to detail, ensuring customer information and case activity are processed accurately.
- Confidence managing multiple priorities, high call volumes, and complex cases while maintaining quality standards.
- Strong communication and listening skills, with a natural ability to build rapport and demonstrate empathy.
- The confidence to have sensitive conversations and support customers through difficult situations.
- A collaborative approach and the ability to work effectively with colleagues and external partners.
- An understanding of the importance of regulatory compliance, risk management, and delivering fair customer outcomes.
- Resilience, adaptability, and a positive attitude in an ever-changing environment.
About the client
What’s on offer?
- Working schedule: Monday – Friday 9am -5pm
- Hourly rate: £14.29
- Start date – 5th October 2026
- Total hours: 35 hours per week
- Contract length: 6 months
- Hybrid working once Signed off by management
Office location: Leeds, Gosforth & Glasgow
Next steps
Why Join Us?
This is more than a customer service role. It's an opportunity to make a genuine difference to customers during some of the most important moments of their lives. You'll join a supportive team that values empathy, collaboration, ownership, and continuous improvement, while providing opportunities to develop your skills and build a rewarding career.
If you're passionate about helping people, take pride in your work, and can thrive in a busy, regulated environment, we'd love to hear from you.
Job Reference: AMSCWS01197
