Operations Specialist

4 weeks ago

London, United Kingdom Farewill Full time

All of us are going to die. It’s a fundamental, tragic, romantic part of what it is to be human. But the services that should be supporting us haven’t changed in decades.

From writing your will to planning a funeral, the way we deal with death is formal, complicated and expensive. Instead of feeling supported, people feel lost.

But it doesn’t need to be this way. We started Farewill to make the experience warmer, brighter and friendlier.

We’re the UK’s biggest will writer and one of the leading funeral companies in the country. Our generous customers have pledged over £970 million to charities, through donations left in their wills.

We’re backed by top investors who are as excited by our mission as we are, and we’ve won awards for the work we’ve done. But there’s a lot more to do.

The role

We’re looking for an Operations Specialist to join our growing Funerals team. They will be the main point of contact for customers who’ve chosen a funeral with Farewill, helping them through the process with care and confidence. This role also involves working closely with our operational partner to ensure that all the arrangements for the funerals are made on time, and with all customer wishes accurately followed. Our ideal person will have high levels of empathy and attention to detail, as nothing is more critical than maintaining our customer-centricity.

This is a unique opportunity to support families at the most difficult time and really make a difference to how they remember this important moment in their lives.

In this role you will
  • Gain an intimate knowledge of our funerals product and our policies, as well as a wider knowledge of our other products (wills and probate)
  • Support people through the funerals journey, demonstrating care and expertise
  • Work with our partners to facilitate funeral arrangements and provide timely updates to our customers
  • Support our sales team in speaking to prospective customers when needed, and support our CX team during seasonal changes to our workload
  • Be our customers’ key point of contact to collect their information, address their concerns and keep them updated via phone and email
  • Be the voice of the customer, internally championing what is important to them
  • Work as part of a small team to drive real impact and change - we’re always seeking to learn and develop our practices and proposition
About you
  • You sweat the details. Ensuring that nothing falls through the cracks is critical to taking care of our customers
  • You have excellent verbal and written communication skills. More specifically, a great phone manner, able to comfort and deal with grieving families calmly, kindly and sensitively, but also practically
  • You can quickly master internal tools, and are flexible with picking up new ways of working and shifting priorities as needed
  • You act like an owner, proactively finding opportunities to improve our processes and finding solutions for our customers. Bonus point if you’re able to take a data-driven approach to how you justify your ideas
  • You enjoy working in a tight knit team, and care about helping out your teammates
What we offer
  • A competitive salary of £30k plus stock options
  • 28 days of annual leave plus the usual public holidays
  • Personal development budget of 3 days and £1000 per year
  • Hybrid working; our team works a minimum of 2 days/week in our east London (Haggerston) office
  • Regular team socials & company-wide events
  • A chance to make a meaningful contribution to people's lives and deaths
We’re building a diverse, inclusive team

To change the way the world deals with death we need a team that celebrates diversity in all its forms. We’re building a workplace where everyone is treated fairly and respectfully.

If you’re excited about our mission but you’re worried you don’t tick every box in the job description, get in touch anyway. Ability and attitude are just as important as experience.

Let us know how we can support you

If you need any adjustments in our interview process to help set you up for success, just let us know.

Our recruitment process

We like to keep things simple, so this is a broad outline of our process. If there are technical tasks or additional steps, we’ll let you know the first time we talk.

  • Apply for the job through the link on this page.
  • You’ll have an initial chat over Google Meet with a member of our recruiting team, so we can find out more about your experience and ambitions. You can also ask any questions you have about working at Farewill.
  • If we think you’re a good match for the role, we’ll book you in for follow up interviews with the hiring team. These will be a chance to meet some of the people you’ll be working with, and demonstrate your core skills for the job.
  • That’s it If everyone’s happy, we’ll make you an offer.
Our values

Our values are what makes Farewill, Farewill. They’re the skills and behaviours we look for in ourselves and each other.

Customers First

People put their trust in us at some of the toughest moments in their lives. Because it’s so important, their needs are front and centre in everything we do.

Make it simple

Death is overwhelming and complicated. So we put time and effort into communicating clearly.We believe in the power of simplicity - it’s rocket fuel for progress.

Move with urgency and focus

Focus is gold dust. 80% of execution issues come from the lack of it - so we keep the goal in sight. And when the time for action comes, we go for it with maximum energy, passion and drive.

Sweat the details

We make the effort to really know our stuff and do the little things well. We value the expertise in each of our roles and are committed to producing surprisingly great work.

We’re all owners here - custodians of our customers, brand, products and culture. We expect everyone to take ownership and drive positive change. When we see a way to improve, we make it happen.

Be kind, have fun, celebrate the wins

Life is short, and mostly about who you spend it with.We work hard, and though it’s sometimes stressful and challenging, you’ll find yourself alongside other enthusiastic, kind, dedicated people here.

#J-18808-Ljbffr

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