Bereavement training for Cumberland Building Society staff

The initiative comes as part of the recognition of this year’s National Grief Awareness Week.

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.”

Barry McCombe (Image: The Cumberland)

The Cumberland has also initiated options for those unable to visit branches.

Amber Hall from investment services 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.

"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.

Sammy Dalton, training team lead in customer care, said: "We are a large organisation and many of us have already experienced the death of a close relative.

"Asking staff to reflect on what they needed at that time has been very helpful in our training days."

The Cumberland's bereavement training is extended to all staff who may be the first point of contact for a customer after a loss.

They've also introduced extra support forms, increasing the measures to aid customers during these hard times.

Mr Dalton added: "This could include signposting to certain charities, or even 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."