Customer Engagement Specialist Technical Support - Deceased Estates
About The Position
Customer Engagement Specialist Technical Support – Deceased Estates Full Time A bit about the role: Our Deceased Estates Team is expanding! We’re a dedicated group supporting executors, next of kin, solicitors, and trustees to settle and manage banking arrangements after a customer has passed away. We build meaningful relationships with customers and external stakeholders, guiding them through sensitive, complex processes with empathy and care. The Customer Engagement Specialist Technical Support is responsible for providing a high level of customer service, as well as assisting the team through coaching and change initiatives. This role involves exposure to complex and sensitive issues. Applicants should be comfortable working in emotionally challenging environments.
Requirements
- Empathetic and customer-focused
- Comfortable working in a fast-paced environment
- Open to feedback and continuous improvement
- Strong communicator and team player
- Adaptable and resilient in sensitive situations
- Proven customer service experience
- Strong computer skills and ability to multitask
- A proactive risk mindset
- Experience or interest in working with vulnerable communities
Responsibilities
- Act as a 2IC within the team and provide coaching and support to help colleagues develop capability
- Collaborate with stakeholders regarding change initiatives and guide the team through changes
- Handle inbound calls with warmth and professionalism, resolving customer queries at the first point of contact
- Support vulnerable customers with empathy and understanding, ensuring every interaction is handled with care
- Process payment requests accurately and efficiently, maintaining compliance and customer satisfaction
- Manage shared mailboxes and ensure timely responses across multiple communication channels
- Contribute to team huddles and knowledge-sharing sessions, fostering a culture of continuous improvement
- Maintain awareness of operational risk, regulatory compliance, and occupational health and safety requirements
Benefits
- Resources to grow your career and reach your full potential
- Annual volunteer leave to support causes close to your heart
- A range of perks across financial, lifestyle, and wellbeing initiatives
- Meaningful recognition that rewards great work
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
