The Cumberland backs National Grief Awareness Week

Teams of colleagues at The Cumberland 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 that 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," said Barry. “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.”

And if you haven't got the time to visit your local branch, don't worry. Colleagues based at Cumberland’s head office can help you process everything online in the comfort of your own home.

"Sorting out the finances after someone close to you has died can feel overwhelming," said Amber Hall from Investment Services, "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 on our dedicated bereavement support inbox and fill out a form which they can post back to us for free. Usually, you don’t even need to come into branch with your ID, we can normally do this electronically.

"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."

Slowing everything down and taking the time to explain things gently is vital, added Sammy Dalton, the Training Team Lead in Customer Care.

"We are a large organisation and many of us have experienced the death of a close relative,” said Sammy. “Asking staff to reflect on what they needed at that time has been very helpful during our training.”

There are colleagues specially trained in bereavement at The Cumberland with many being the first point of contact for a customer in those first challenging and painful weeks after a death.

The Cumberland can also signpost you to other forms of support. “This could include signposting to certain charities,” said Sammy, “or additional support such as the way we speak to that customer going forward, so if there is anything they would prefer not to discuss with us we are aware and can make their experience comfortable and not distressing.”