Bereavement Helpdesk Consultant

TL;DR

Bereavement Helpdesk Consultant (Investments): Guiding bereaved clients through estates and pensions administration with an accent on compassionate support, complex query resolution, and compliance. Focus on handling calls, emails, correspondence, investigating unique cases, and collaborating with estates operations for positive client outcomes.

Bristol (Harbourside) head office, BS1 5HL. Monday to Friday 8am-5pm rota. Hybrid working supported after completing training and probation.

Company

UK's number 1 investment platform for private investors, based in Bristol, helping people save time, tax and money on investments for over 40 years.

What you will do

• Answer calls from bereaved clients on estates or pensions, providing support during difficult times.
• Respond to emails and postal correspondence from representatives and third parties.
• Assist estates team with statements and Salesforce tasks during available times.
• Work with Estates Operations on rotations throughout the year.
• Investigate complex queries to deliver positive outcomes and influence ways of working post-Salesforce migration.

Requirements

• Based in Bristol head office during training and probation; hybrid after.
• Ability to engage positively with colleagues at all levels in Operations.
• Sound analytical and problem-solving skills to identify root causes and escalate appropriately.
• Excellent communication skills to simplify complex problems for clients.
• Client-focused with strong attention to detail and measures for vulnerable clients.
• Self-driven to learn and grow in a supportive team.
• Must have passed probation; Ops applicants: 6 months in current role; Helpdesk: 12 months.

Culture & Benefits

• Discretionary annual bonus and pay review.
• 25 days holiday plus bank holidays, 1 additional Christmas closure day, option to buy 5 more.
• Hybrid working after training, flexible options.
• Enhanced parental leave, pension up to 11% employer contribution.
• Private medical insurance, health care cash plans, income protection, life insurance.
• Help@hand mental health support, Wellhub fitness, volunteering days, subsidised food and travel schemes.

Hiring process

• Competency-based interview via Microsoft Teams.