Bereavement Specialist - Starting salary £21, 000 pa + £12, 000 OTE pa

Contract:
Permanent
Category:
Full Time
Job Sector:
Call Centre, Financial Services / Insurance, Sales
Region:
Bristol/Bath
Location:
Bristol
Salary description:
Starting salary £21, 000 pa + £12, 000 OTE pa
Posted:
20/11/2017
Start Date:
ASAP
Recruiter:
Kings Court Trust
Job Ref:
OR/KT/1117BS

Bereavement Specialist
Starting salary £21,000 pa + £12,000 OTE pa

We are looking for talented, dedicated and pro-active individuals, with a passion for providing excellent customer service and B2B consultation to assist us in providing an outstanding bereavement service and the best estate administration service to our clients. You will be joining a business whose sole aim is to help families to move on.

The Bereavement Specialist role is an integral role to the business, supporting clients and their families and providing guidance in respect of the services we offer. You must be active and engaging with not only our clients but also all other members of the business to ensure that all new estates are on-boarded professionally and efficiently. This role requires a ‘can do’ attitude, great attention to detail, and a willingness to learn. Due to the busy nature of this position time management and organisation are key, as well as a friendly, helpful and positive outlook around the office. 

This requirement comes at an extremely exciting time in the business's history and there is potential for motivated individuals to come into the business and make this role their own. 

Whilst professional experience is of high importance to us as a business in finding the right candidates, it is of equal importance that they are a suitable fit for the culture we offer as a business. We uphold four core values and behaviours: Pro-activity, Professionalism, Pride and Politeness. The right candidates will uphold these values in all aspects of their work whilst inspiring their colleagues to do the same.  

Job Purpose:

This team is new to the business and will be providing an outsourced service to a large financial services business partner, taking all death notification calls and supporting families through the process. This offers an exciting opportunity for KCT to enhance their relationship with their business partner, as well as increasing the opportunities to sell our Estate Administration Service. This role will be responsible for providing excellent customer service on behalf of the business partner to their families and network. Work tirelessly on customer service excellence, you will have a “customer-first, all the time” attitude. You will do everything in your power to identify the family needs and offer the right solution for them and in doing so increasing Estate Administration sales and meet/exceed KCT Sales targets. We must do everything in our power to protect the customers we are supporting from unnecessary stress or anxiety and ensure their experience of the Bereavement team is excellent 100% of the time.

Key Responsibilities:

  • Take ownership and responsibility for making a success of the Bereavement Service
  • Ensure you provide the right levels of contact, support and advice to your customers
  • Opening the call positively and professionally, controlling the call to diagnose the estate, moving to quote and sale in a structured way. Helping the families to understand the features and benefits of the EA service, making it applicable to their needs and utilising strong questioning skills
  • Work with the business partner to build their knowledge of the EA service to assist with sales opportunities
  • Aim to quote on every lead, 100% using quoting tools
  • All quotes to be followed up and sent electronically where possible
  • To send all contracts by e signature where possible
  • Responding to incoming emails/telephone calls and check quality of correspondence before dispatch
  • Ability to provide support levels required in difficult circumstances, helping families to move on
  • Taking all incoming calls from customers and ensuring that you apply a customer first approach every time and make informed decisions in the best interest of the customer
  • Work closely with the business partner’s Claims team to ensure they are progressing the files in line with customer service standards and individual customer needs
  • Monitor and continually review the processes and make suggestions for improvement and ensure effective implementation

Skills, Experience and Person Requirements

Key skills:

  • Excellent communication skills at all levels and exceptional organisational and time management skills are a pre-requisite
  • Candidates should be self-motivated, have a keen attention to detail and be proactive at all times, seeking new ways to enhance sales opportunities, customer service experience and controls, ensuring that improvements are delivered effectively
  • Must have a customer focus approach at all times. Empathy with the families with a genuine desire to help them to move on and be prepared to go above and beyond in order to provide support

Experience - Must have:

  • A minimum of 3 years in a customer service/sales focused environment
  • Experience of managing or influencing others to deliver the required results
  • Managing external business partner relationships

Desirable:

  •   Experience of handling full estate administration or probate
  • Bereavement counselling or supporting people in difficult situations

Staff Benefits:

  • Private medical insurance
  • Income protection insurance
  • Life assurance policy 
  • Company pension (Matched contribution up to 5%) 
  • Buy or Sell up to 3 days holiday per year
  • Employee Assistance Programme
  • Health Cash Plan (Employee funded)        
  • Extra day off for Birthdays 
  • Half day off for Christmas shopping 
  • Cycle to work scheme
  • Office Fruit

Kings Court Trust:

We aim to be the most successful and respected estate administration business in the UK. A regulated business, founded in 2002, we only do one thing: estate administration. We are totally focused on our purpose, helping families to move on. Our business partners refer their customers to us and we provide our innovative and highly customer focused service to the family. As a result of this, we provide value to our partners. This value can be achieved by tailoring the outcome to the business partner depending on their service or commercial requirements.

In the existing solicitor channel we use the Title Research brand. Title Research has a fifty year heritage with solicitors providing specialist people tracing and asset repatriation services worldwide. These services are provided thousands of times a year to existing solicitor customers of Title Research.

We are committed to preventing fraud and safeguarding and promoting the welfare of employees, and applicants must be willing to undergo screening appropriate to the post, including electronic identity checks, review of references and feedback from past employers and the Disclosure and Barring Service (DBS). 

Company Description

At Kings Court Trust, we occupy a unique, privileged position.

We are called upon at a sensitive time when families are still going through the stages of grief, but there is an acceptance that certain realities need to be addressed.

What can interrupt this healing process? Unnecessary stress. Anxiety. Unexpected obstacles. A gruelling or difficult estate administration experience.

We do everything in our power to make sure that this doesn’t happen to the families that entrust us to take care of their estate administration.

Every action, decision and service we offer goes some way to achieving our purpose - helping you and your family to move on.

Closing Date:
18/12/2017

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