Job Description

Team Leader – Bereavement Support

Up to £35,000 plus great benefits (Work Level 6A)

UK Remote

We’re looking for a Team Leader to join Co-op Legal Services (CLS) to lead and coordinate a team of Bereavement Advisors. In this role, you'll lead and support colleagues who have sensitive conversations with recently bereaved families. The team will speak with customers to provide guidance on available reliefs and allowances, complete a probate diagnosis, and arrange appointments with our Probate Consultancy teams. You'll help your team achieve appointment booking and performance targets through effective coaching, support and development.

Why this job matters

Losing a loved one can be overwhelming, and the support our customers receive at this time can make a real difference. As Team Leader, you'll help your team deliver empathetic, high-quality conversations that provide reassurance and guidance when it's needed most.

What you’ll do

• Effectively co-ordinate your team’s workload to meet business objectives
• Manage a team of colleagues responsible for making dialler outbound calls to recently bereaved families offering guidance on the next steps following a bereavement and secure appointments for probate-related matters
• Ensure probate appointment targets set are achieved
• Be the escalation point for all Advisors regarding complex queries
• Identify and explore opportunities to improve the quality of our customer service
• Make sure we’re always aligned with measures and regulations such as GDPR and SRA
• Coach and mentor your colleagues; supporting their professional development

What you’ll bring

We’re committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you’ll need to bring:

• Experience managing teams within a targeted call centre environment, with proven ability of working towards KPIs
• Experience working in a regulated environment
• Good communication skills and the ability to handle sensitive conversations with empathy
• Strong analytical and problem-solving skills
• Good coaching and mentoring skills

Why Co-op?

At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:

• A pension with up to 10% employer contributions
• An annual bonus scheme (dependent on personal and business performance.)
• 28 days holiday plus bank holidays (rising to 32 in line with service)
• 30% discount on Co-op products and 10% off other brands
• Stream – early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Coaching, training and support such as study leave, to help you develop your skills and progress your career
• Cycle-to-work scheme

A place where you'll belong

We’re building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.

We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion

As part of the application process, you’ll be asked to complete an online assessment, it will take you around 20 minutes to complete this.