Customer Operations Specialist
London
Operations /
Full-time /
Hybrid
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
