Enhanced bereavement support service

We’re pleased to introduce our new dedicated bereavement support service for customers and advisers. This is the latest enhancement to our Client Engagement Hub and follows recent initiatives to provide better support to vulnerable customers.

We have invested in training for 20 colleagues to ensure they are fully equipped to support customers during challenging times with compassion and the right knowledge. This has been developed in partnership with The Loss Foundation, a UK national charity that provides support to adults who have lost a loved one through cancer, and with the business’s own vulnerable customer representatives and customer service advisers.

The training will cover a range of topics including what grief looks like and cultural differences in mourning. It will also help the team build skills in areas like active listening and choosing the right language and help them balance offering support while staying within professional boundaries.

We have also worked with a specialist stress monitoring organisation to explore the impact of these types of calls on staff. Following the findings of this work, call handlers will have access to 30 minute sessions with mental health first aiders to ensure they are also fully supported.

For more information on our bereavement processes please visit our Wrap help centre.

If you would like to hear more on this service, please get in touch with your usual Aberdeen contact or the Client Engagement Hub on 0345 279 1001.