Team Leader - Bereavement Support

Bristol

Job ID 1070887 Job category Food Stores, Legal Hours per week 37.5 Closing date 15-09-2026 Salary Up to £35,000

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.

Benefits

• Coaching, training and support such as study leave, to help you develop your skills and progress your career
• Pension with up to 10% employer contributions
• Incentive scheme up to 10% after probation
• 28 days holiday plus bank holidays (rising to 32 in line with service)
• Wellbeing benefits to support your physical financial and mental health
• Discounts on Co-op products and services

Success profile

What makes a successful member of our team? Check out the top traits we're looking for and see if you have the right mix.

• Customer Focus
• Connecting with others
• Attention to detail
• Prioritisation
• Communication
• Adaptability

Your career at Co-op Legal Services

You’ll find exciting and rewarding career opportunities here, as well as real work/life balance and innovative tools and technology which allow you to focus single mindedly on the needs of your clients.

We regularly recruit for qualified and non-qualified jobs and if you share our obsession with client care, we can help you build a fulfilling legal career.

Our practice areas

Our Legal Services teams are dedicated to supporting clients in their hour of need. We work hard, go the extra mile and hit targets to make sure their cases are resolved in a timely way. With that comes the satisfaction of knowing we’ve done right by our clients during life’s most difficult moments.

Probate

Our probate colleagues support bereaved families as they manage the legal and financial processes surrounding the money, property, and possessions of a person who’s died. Our probate teams are experts at what they do and are supported by innovative AI tools and case management technology.

Wills and estate planning

Our wills and estate planning teams help clients make a will that’s right for their circumstances. It’s vital that in their hour of need, clients can make informed choices about their legal planning, and our wills and estate planning colleagues discuss their wishes and offer expert guidance and support.

Family

Our trusted family law colleagues help clients navigate a wide range of important life moments including divorce, legal separation and child custody matters. We recruit for a variety of qualified and non-qualified roles, and no matter which part of the team you join, you’ll get comprehensive training and a wide range of options to develop your skill set without breaking the bank.

Personal injury

Our personal injury solicitors and litigation lawyers are committed to getting the best outcomes for our clients. Each year, they secure millions of pounds in compensation for people who have been injured in accidents through no fault of their own.

Medical negligence

Our medical negligence team works tirelessly to secure compensation for those who have suffered due to medical negligence or accidents caused by healthcare professionals. Building a career as a medical negligence solicitor at Co-op Legal Services offers you the chance to make a real difference and have a visible impact on the wellbeing of your clients.

Application process

At Co-op, we’re passionate about doing great work for the communities we trade in. That means having the right people, from all walks of life and backgrounds, in our team to serve them. Take a look below how to become one of our colleagues.

Applying for a job

You can apply for a job with us quickly and easily on your laptop or phone. It doesn’t matter what you’ve done before or if you have little experience — it’s all about matching our values and bringing your passion, motivation and capabilities to your new role.

CV shortlisting

If you pass the assessment your CV will be reviewed by our Talent Acquisition team. If you meet the essential criteria for the role your CV will be sent through to the hiring manager to review.

Interview

If you're selected for interview, you'll be sent an email for you to choose a date and time for your interview - but if you can't make it don't worry, you can reschedule your interview online up to 48 hours before your interview is due, or you can reach out to our Talent Acquisition team and we can try and accommodate a new time or date. Before your interview, we’ll send you a really helpful guide on how best to prepare, so nothing on the day should surprise you, and most importantly what proof you need to bring to prove your right to work in the UK.

Your decision

If you’re successful at your interview, you’ll receive a phone call from the hiring manager you met to talk about your job offer. If you accept, we’ll then send your offer online via an email. Before anything can be processed, we'll need you to accept this offer online. This will start your journey into our Co-op.

Help with your application

If you want to be better prepared for the application process, whether you’re applying for a job at Co-op or somewhere else, our Career Development Hub gives you free access to tools that can help.

Build your CV, practice interview techniques and psychometric tests, or take quizzes on ability, motivation, personality and resilience. It’s all designed to help you develop your skills and build your career.