Responsibilities
As Bereavement Team Manager, you’ll report into the Consumer Support Operations Manager and lead a team of around 15 colleagues. Alongside day‑to‑day leadership and performance management, you’ll play a key role in driving change and embedding new ways of working as the area continues its transformation.
Additional responsibilities include managing the full bereavement journey from first notification through to resolution, delivering back‑office activity and a dedicated telephone support line, and ensuring customers receive clear, compassionate and effective support throughout the process.
Qualifications
- Excellent adherence to and experience/knowledge of back‑office procedures and processes.
- Excellent understanding of key drivers, levers, issues and constraints of a customer‑service environment, including telephony.
- Deliver key KPI’s and provide excellent coaching and development to the teams.
- Ability to collaborate, plan, and execute tasks to challenging deadlines.
- Demonstrable experience of leading and managing teams through people and process changes.
At TSB we’re all here to give money confidence to our customers and communities. Wherever you work in TSB you can make a real difference to your career, our business, and the wider community.
About the Team
The Bereavement Team sits within Consumer Support and is currently going through a period of significant transformation. The team supports customers at one of the most challenging times in their lives, managing the full bereavement journey from first notification through to resolution. Working as part of a wider Consumer Support department, the team delivers both back‑office activity and a dedicated telephone support line, ensuring customers receive clear, compassionate and effective support throughout the process.
How You’ll Make a Difference
As part of the team, you will be integral to providing clear and compassionate support to customers during a challenging life event.
What We Offer
- Hybrid and flexible working arrangements to support a healthy work/life balance.
- An attractive reward and myTSB benefits package, giving you more of what matters to you.
- A diverse, energising, and collaborative working environment.
- A career that’s enriching and full of opportunities.
Selection Process
There will likely be a 30‑minute informal, exploratory chat with the Hiring Manager followed by a structured interview via Teams with the Hiring Manager and another member of the team.
- Motivation – What motivates and energises you.
- Communications – When have you successfully gained the commitment of different stakeholders who held opposing views to your own.
- Capability to Drive better – Give an example of when you have led a change initiative which changed how colleagues approached their work.
- Inclusion – Describe how your career/life has been impacted by exposure to diverse people, places or experiences.
Inclusive Environment
Inclusion matters at TSB. We want everyone to feel at home‑whatever their background. Diverse teams help us deliver Money Confidence, for everyone, every day.
If you tick some boxes and bring curiosity and openness, we’d love to hear from you. TSB is a Disability Confident Leader; if you meet the minimum criteria, we’ll ensure you’re considered. Please also let us know what adjustments you’d benefit from throughout our process.
Join Us
So, if this sounds right up your street, come join our team, we make things happen!
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