Customer Experience Specialist, Farewill
£30k
2-5 days a week in office (Haggerston, London)
Wills, probate, and cremation service
Posted today
Wills, probate, and cremation service
21-100 employees
Posted today
£30k
2-5 days a week in office (Haggerston, London)
21-100 employees
Company mission
To change the way the world deals with death.
Role
Who you are
- 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 the job involves
- 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
- 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
Application 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
Salary benchmarks
Our take
In the UK, the majority of wills and probates are made by solicitors or will-writing firms. However, these are often extremely expensive and not affordable for most people.
A growing number of DIY will services have popped up over the last few years, but most have poor user experience and no real support beyond the form itself. Customers are required to read 10-20 pages of legal documents and decide what applies to them. Farewill's technology asks simple questions and generates legal text. Wills are important legal documents, and so each will is still checked by a specialist. Customers to date have raised hundreds of millions of pounds in charity by leaving a gift in their will.
A competitor in the US (Willing) has taken the freemium route, referring customers to funeral services to make money. However, Farewill believes it can provide a better experience if the product is paid for. Farewell is also partnering with UK companies to provide the service as a perk to their employees, a novel distribution method.
Since launching in 2015, the company has also delved into funeral services. By blending smart technology, Farewill prides itself in dealing with all aspects of death and is committed to making this process faster and fairer for people all over the UK.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Many candidates hear
back within 2 weeks
-2% employee growth in 12 months
Company
Employee endorsements
Meaningful work
"I love Farewill's mission of 'Changing the way the world deals with death'. It's an industry that is often overlooked by reformers and..."
Funding (last 2 of 5 rounds)
Jul 2020
$25m
LATE VC
Dec 2018
$7.5m
SERIES A
Total funding: $33.9m
Company benefits
- £1000 and 3 days a year to spend on your development
- 28 days holiday and flexible working, dependent on your role
- Regular team lunches and socials
- Stock options
- An unlimited Santander Cycles pass, free fruit and snacks, a beautifully bright office in Haggerston and – most of all – the chance to have a real impact on people’s lives
Company HQ
Haggerston, London, UK
Articles
Leadership
Dan Garrett
(CEO)They studied Global Innovation Design at the Royal College of Art. They also have a Masters degree in Structural Engineering and Global Innovation Design.
Diversity, Equity & Inclusion at Farewill
- We were delighted to win Best Employer of 2020 at the UK Fintech Awards who cited our commitment to D&I and building inclusive teams.
- There is always more to do here, but we're proud of what we've achieved so far - 72% of our team identify as women, as well as half of our leadership team. We have in-house training and development programmes and budget for every member of our team, though as ever, building a diverse team starts with how you approach hiring - something we take incredibly seriously at Farewill.
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