Customer Experience (CX) Specialist

About Farewill

All of us are going to die. It’s a fundamental, tragic 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 £1.03 billion 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 

People put their trust in us at some of the toughest moments in their lives, and their needs are front and centre in everything we do. Our CX Specialists are the face of Farewill to our customers, and we’re looking for another helpful, dynamic person to join our team.

Our CX team is responsible for delivering exceptional service, offering friendly and confident advice, and moving quickly to resolve challenges on our customers’ behalves. Day-to-day this role will primarily focus on communicating with customers over the phone and email, ensuring that we deliver quick, kind and confident service. In this role, you’ll become an expert on our customers’ experience of our services, which will give you a unique perspective for helping to drive process improvements in how we do things. 

We’re looking for someone who is adaptable and keen to learn. As a CX Specialist, you’ll be trained across our different product offerings (e.g. online will checking, funeral operations) so that when we have seasonal spikes, you can support other teams. This role reports to our Head of CX.

In this role you will 

• Deliver quick, friendly service over phone and email, working towards SLAs 

• Build expertise in our different services so that you can independently solve a wide variety of issues, and know when to escalate to other teams 

• Review our customer’s wills to ensure they accurately reflect their wishes

• Suggest efficiencies and support process improvements

About you

• You’re passionate about customer service. You have a view on what separates good from great customer experiences and enjoy providing them

• You love cracking a problem, and sweat the details when it comes to getting something right

• You’re a great communicator, able to explain complex things in simple terms 

• Your friends and family would describe you as a caring, helpful person with strong interpersonal skills, always looking out for others and finding ways to make things better 

• You have experience working in a customer-facing role in a fast-paced, high volume environment, ideally within a startup or high empathy industry (e.g. funerals, healthcare, charities)

• You’re adaptable, flexible and eager to support other areas of our business, particularly at busy times

• Ideally you’ve used tools like Zendesk and Aircall before, but what matters is being able to easily pick up new processes and systems

What we offer

• A competitive salary of £30k

• 25 days of annual leave plus the usual public holidays

• Hybrid working; our team work a minimum of 2 days/week from our east London (Haggerston) office 

• Personal development budget

• 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.

1. Apply for the job through the link on this page.

2. 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.

3. 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.

4. That’s it! If everyone’s happy, we’ll make you an offer.