Customer Service Executive (Bereavements)

TL;DR

Customer Service Executive (Bereavements): Supporting families, executors, and advisers through the pension bereavement claims process with an accent on empathy, accuracy, and clear communication. Focus on resolving complex queries, managing end-to-end claims, and ensuring regulatory compliance during sensitive customer interactions.

Location: Must be based in or able to commute to Stirling, UK (Hybrid: up to 3 days remote per week).

Company

hirify.global is a long-standing savings and investment firm with over 175 years of history, combining asset management and insurance expertise to provide long-term financial solutions.

What you will do

• Act as the primary point of contact for pension bereavement notifications via phone and email.
• Manage end-to-end pension bereavement claims, ensuring timely and compliant settlement.
• Explain complex pension and death benefit options clearly to beneficiaries and executors.
• Provide guidance and risk warnings to customers who choose to transact without professional advice.
• Respond appropriately to vulnerable customers with high levels of empathy and emotional intelligence.
• Maintain accurate records and adhere to T&C governance and regulatory standards.

Requirements

• Must be based in or able to commute to Stirling, UK.
• Proven experience in a customer service role.
• Strong ability to build rapport and handle emotionally sensitive conversations with care.
• Excellent verbal and written communication skills with the ability to explain complex information simply.
• Commitment to quality, accuracy, and ethical standards.
• Ability to work full-time hours between Monday and Friday.

Culture & Benefits

• Valuable pension scheme with 18% total contribution (13% employer, 5% employee).
• 38 days annual leave including bank holidays, with options to purchase extra days.
• Comprehensive health and protection cover including private healthcare and life assurance.
• Market-leading family support policy including paid parental leave.
• Flexible working arrangements and workplace accommodations available.