Customer Experience

3 weeks ago

London, United Kingdom Farewill Full time

**About us**

Dealing with death is hard, and here at Farewill we are on a mission to change that. We use technology to seamlessly connect beautifully designed online experiences with world-class human support that makes every death a simple, affordable, brighter goodbye. We started in December 2016 when we launched our online wills business. Since then we’ve launched our probate and funeral businesses, raised £800m+ in pledged income for Charities, built a team of 70 Farewillians, and raised capital from some brilliant investors. We’ve won a tonne of awards and have through-the-roof NPS & Trustpilot scores.

**The role**

As a Customer Experience (CX) Specialist, you will be passionate and motivated by helping customers at one of the toughest points in their lives.

We’re building a team of agile generalists. You will be trained to be able to jump into other areas of the business when we have seasonal spikes, like helping people organise a funeral or checking simple wills that have been created online.

**Responsibilities**:

- Knowledgeable across all of Farewill’s products, whether it be probate, funerals or wills; ready to solve the problem yourself or triage it to the right team
- Trained to be able to support other operation teams within the business during seasonal peaks, whether it be in funerals or wills
- Create operating efficiencies that will help deliver the best possible customer experience at scale

**About you**:

- You are driven, organised and sweat the details, and can pick up new processes and tools quickly
- Brilliant verbal and written communication skills
- Prior experience using Zendesk; Aircall a nice-to-have

**Benefits**:

- A competitive salary of £30,000 + stock options
- 28 days of annual leave plus the usual public holidays
- Personal development budget of 3 days and £1000 per year
- Regular team socials & company-wide events
- A chance to make a meaningful contribution to people's lives and deaths
- And much more

**Our hiring process**:

- You will have an initial conversation with someone from our Recruiting team. We’ll be keen to learn more about you and your experience, and we’d love to tell you more about Farewill
- You’ll then have a video call with our hiring manager and hiring team who will talk to you in more depth about your experience and the exciting challenge of building and ability
- We’ll ask you to do a functional task to demonstrate your skills and to give you a better flavour for the role
- Lastly, everyone who joins our team meets with a member of our Exec team

If this sounds like what you’d love to be doing, we can’t wait to hear from you. If you’re not sure that you exactly fit the above criteria, get in touch anyway. Ability and attitude is just as important as experience.

At Farewill, our mission is to change the way the world deals with death - to make it simple, personal, fairly-priced & accessible to everyone. To do that, we want to build a workplace that’s great for everyone, that celebrates diversity in all its forms, and where everyone who works for us is treated fairly, equitably and respectfully.

We believe flexibility is important, so we’re happy to chat to you about flexible working options. If you need any adjustments in our interview process to help set you up for success, then please let us know.

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