Customer Service Executive, Lottie
£25-27.5k
2 days a week in office
A family's trusted guide to later life care
Job no longer available
A family's trusted guide to later life care
21-100 employees
Job no longer available
£25-27.5k
2 days a week in office
21-100 employees
Company mission
To elevate later life for everybody.
Role
Who you are
- Genuine passion for helping others and natural rapport builder with Lottie’s customers and partners
- Technologically savvy and able to navigate fast-changing processes
- Obsessed with delivering a high standard of work, proactively seeking opportunities to improve and meticulously applying feedback
- Ability to manage time effectively and consistently meet individual monthly targets
What the job involves
- We are looking for a passionate and hardworking individual to join Lottie’s growing team of CS Execs / Care Experts
- Lottie’s Care Experts are the face of the business and have the incredible job of helping families and individuals find, fund and understand later living
- Supporting individuals and families navigate their later living search, from referrals to our partners to ensuring they’re aware of all financial benefits available to them
- Working within a close knit team of energetic individuals who share a passion for helping others
- Using internal systems to log and manage Lottie’s enquiries throughout the customer journey
- Working to monthly individual targets to drive revenue for the business and contribute to Lottie’s 5* service
- Become one of Lottie’s ‘super user testers’ and work closely with the product and tech teams to inform product updates
Application process
- 4 stages (incl. a task)
- Talent Screen
- Hiring Manager Interview
- Assessment Interview
- Final interview with our Founders
Salary benchmarks
Our take
Choosing a care home is often a hugely daunting, complex, and expensive process, coming at a time that's already stressful enough. What's more, the UK's ageing population is growing at an increasing rate, putting more strain on social care than ever before. The result is that 44% of care seekers often ultimately regret their choice of care home, something that has had increasing attention since the start of the COVID-19 pandemic.
Lottie aims to address this in part by simplifying the process of finding the perfect care home for every individual's specific needs. Its online marketplace gives users all the tools to select and compare the UK's best-performing care homes, taking into account CQC reports, facilities, treatment methods, and location.
Having received investment, Lottie aims to continue its growth to reshape the future of the care industry. It is doing so with a strong emphasis on data and real-time information, collecting datasets that will be vital not just to its business operations, but potentially to the UK government and healthcare policy too.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2023
$21m
SERIES A
Jul 2022
$8m
SEED
Total funding: $33m
Company benefits
- 26 days holiday + Bank holidays
- Flexible working hours
- Everyone owns equity
- Private Medical Insurance
- Cashplan
- Wellness budget
- L&D budget
- A 3-night stay at Unplugged
- 2-weeks Work from anywhere
- 20-weeks full pay for Primary Parental Leave
- 8-weeks full pay for Secondary Parental Leave
- 2-weeks unpaid Carers Leave
- 5-days paid leave for those going through the IVF process
- Workplace Nursery Scheme
- Compassionate Leave
- Employee Assistance Programme
- Access to Mental Health First Aiders
- Quarterly team events
Company values
- Ownership
- Impact
- Nimbleness
- Kindness
Company HQ
Bermondsey, London, UK
Articles
Leadership
Will Donnelly
(Founder & CEO)Prior to Lottie, Will spent 5-years at CBRE where he advised on £2.5bn healthcare M&A deals, supported the NHS during COVID-19, and became an industry leading expert.
Julien Lavigne du Cadet
(CPTO)Before Lottie, Julien was CTO of Zoe where he was part of the leadership team that helped scale their products to millions and revenue from £0 to £100m ARR.
Laura Mahy
(VP Product)Laura started her tech career at Sainsbury's before becoming Deliveroo's first Product Manager. Following this, she's held leadership roles at Deliveroo, Habito and Zoe.
People progressing
Hannah joined Lottie as the company's first Care Expert (Customer Care) following spells in the charity and tech sectors. Since joining, Hannah has been promoted a number of times and is now the Customer Care Lead.
Ruby started as a 4-week Care Expert Intern during University, which was extended. After 1.5 years in the Care Expert team, Ruby moved over to the Marketing team to pursue her career in Social Media!
Diversity, Equity & Inclusion at Lottie
Holly Leckenby Rye (Senior People Manager)
- Fostering an inclusive atmosphere where everyone feels valued and respected
- A wide range of inclusive benefits and policies
- Religious and cultural practices and holidays celebrated
- Job descriptions with inclusive language
- Quarterly anonymous employee engagement surveys
- Bias-free Performance Reviews with quantitive measures in place
- Employee Assistance Programmes
- A diverse social calendar to be inclusive of all employees
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