Customer Experience (CX) Specialist
London
Customer Experience /
Full-time /
Hybrid
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 + stock options
- 28 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 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
