Job Description

Our Customer Service Support department is a busy processing area where we support our members applications and provide them with the best customer service. We're looking for a Senior Advisor to join our Bereavement and POA team to help our customers through the most difficult of times. This is an up to 12 month secondment ideally full time but can accommodate 25 hours upwards.
Working within our SLA's this role is responsible for validating documentation, processing probate and legal administration tasks on behalf of our customers. It responds to customer correspondence and enquiries in a timely manner using the most appropriate channel, including phone calls to effectively complete the task. Demonstrating due care and diligence with regard to the sensitivity of the situation are important parts of the role.
Being a referral point & subject matter expert providing information and guidance to colleagues across the business regarding bereavement and power of attorney are key tasks. Having a flexible and positive approach is a must. As part of the role it'll be expected to support the greater Customer area, including our busy Contact Centre as and when required.
Due to the nature of this role you'll be required to be on-site on a regular basis but there will be the ability to work from home occasionally.
About you
For this role having exceptional customer service experience will be important as well as having a have a 'can-do' attitude and supporting others. You'll be positive and solution focused as well motivated to provide good customer outcomes.
To be successful in this role its essential you have:

• Current experience interacting directly with customers and providing great service on a daily basis
• Strong administration experience with high levels of accuracy
• Excellent communication skills and being receptive to feedback
• Experience of handling challenging and / or complex customers' enquiries in a careful and sensitive way
• Good team work skills and experience of supporting others
• Good attention to detail

Desirable experience will include:

• Coaching and / or supporting other team members
• Experience of working with probate and POA
• Financial services

About us
We're one of the largest building societies in the UK and we share a mutual goal across our branches and our offices to improve the lives of others.
We're officially recognised as a 'Great Place to Work' and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing.
At the beginning of the year, The Co-operative Bank officially became part of our Group. Together, we have shared values and an ethical approach towards our members, customers, and colleagues.
We're serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you'll build more than just a career with us.
All together, better.
Flexibility and why it matters
We understand the need for flexibility, so wherever possible, we'll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.
Proud to be a Disability Confident Committed Employer
We're proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.
If you would like to opt in to the scheme please contact our recruitment team when you apply via
Location
Coventry-Binley Business Park
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Coventry Building Society is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (firm reference number 150892 www.fca.org.uk). Coventry Building Society. Principal Office: Coventry House, Harry Weston Road, Binley, Coventry, West Midlands CV3 2TQ.