Role: Bereavement Team Leader
Band/Salary: CR1
Location: Balloon Street, Manchester
12 month Secondment
Application Deadline: Monday 30th June
Want to change the world? Choose a career that makes a difference
At The Co-operative Bank we’re proud to be different. We’re proud of our values and ethics, and our unique, customer-led Ethical Policy that shapes everything we do.
Born out of the co-operative movement over 150 years ago, you could say that doing the right thing has always been our thing. We don’t just help people with their money, but help people fight for justice and the causes they care about.
We put people at the heart of every decision we make and there’s never been a more important time for our Bank to stand up for the causes that matter most to our customers, colleagues and partner organisations.
Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.
The role:
As a team leader you’ll lead Bereavement Teams to deliver exceptional service whilst executing the banks customer led ethical policy – supporting customers at a key moment of truth and ensuring the teams are fully competent to deliver good customer outcomes.
Key Accountabilities:
* Lead, develop, coach and motivate colleagues to ensure they are aware of and capable of delivering their responsibilities, driving a high performance, Customer First culture.
* Plan, organise, oversee and monitor team activities against scorecard objectives, standards and service levels, agreeing and taking actions to improve capability and performance, so that the team achieves its maximum potential.
* Lead the effective delivery of customer needs including complaint handling, across all team members whilst ensuring adherence to all regulatory requirements.
* Resolve customer complaints and queries escalated from team members, only further escalating critical problems as appropriate, identifying and highlighting trends / emerging issues to enable their early resolution.
* Develop team understanding of business plans, and current performance, to enable them to contribute effectively to delivering to customer needs and to the performance and continuous improvement of the business.
* Lead the rapid identification, analysis, resolution and implementation of operational problems to ensure the minimum interruption to the customer and area presenting conclusions and recommendations for improvements to more senior leaders.
Knowledge, Skills and Experience Required:
* Track record of improving customer and colleague experiences.
* Working knowledge of the Banking systems – for example: EG, PB SwissPost and First Vision
* Good stakeholder management skills, has the ability to communicate with all levels across the organisation.
* Good planning and organisation skills.
* Excellent written and verbal communication skills
* Flexible and agile to meet changing customer and business demands.
What You Can Expect From Us:
* Flexible and home working options
* 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
* Competitive pension with up to 10% employer contribution
* Income protection / life assurance
* Commitment from employers on continued learning & development
* Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.
* 2 paid days for volunteering per year
* ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.
* Family friendly policies and supportive working environment
* Colleague network groups committed to inclusion and diversity within our Bank.
We can only consider candidates with the right to work in the UK at this time.
We may close this role early if sufficient applications are received before the application deadline.
Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.
At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.
If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 11.2 as of 14 January 2025.