Employees at the Cumberland Building Society have been given bereavement training to ensure they can help customers dealing with the stress and grief of losing a loved one.
It’s just one of a number of initiatives implemented by the building society which they are highlighting as part of National Grief Awareness Week this week.
Central to the approach is ensuring that kindness and human connection are at the centre of all the Cumberland’s services.
Cumberland cluster manager Barry McComb said: “All too often in the corporate world real people are replaced by robots in automated systems that do not take individuality into account.
“But at the Cumberland we pride ourselves on our personal touch.
“Everyone in the branch network is trained to assist customers with bereavement support in a way that works for them.
“Our counter colleagues are trained in how to help in the moment. But it’s not just a case of knowing the paperwork inside out – it’s the eye contact, taking the time to listen and listen well, helping the customer to feel respected and valued. It’s being kind.
“Some people may have travelled a long way and don’t have much time. Others may have had to dig deep to find the courage to come in. We may not be able to sort everything out there and then, but we can make a vital start in understanding what they need.”
For those unable to visit a branch, the investment team at the Cumberland can help you process everything online in the comfort of your own home.
Amber Hall from the Cumberland investment team said: “Sorting out the finances after someone close to you has died can feel overwhelming, and the last thing people need when they are grieving is more stress.
“We have simplified the whole process to make it easier for our customers. They can contact us day and night on our dedicated bereavement support inbox and fill out a form which they can post back to us for free.
“They don’t even have to come in to branch with their ID – we can verify who they are with their name, address and date of birth.
“Our service is online but it’s a personal one. We understand that people are going through a tough time – and we want to help to make the process as pain-free as possible.”
