Customer Operations Specialist, Farewill
Customer Operations
£30k
2-3 days a week in office
Wills, probate, and cremation service
Be an early applicant
Wills, probate, and cremation service
21-100 employees
Be an early applicant
£30k
2-3 days a week in office
21-100 employees
Company mission
To change the way the world deals with death.
Role
Who you are
- 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 the job involves
- We’re looking for a Customer 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
- 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
Application process
- 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
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, off-sites, climbing and board games
- A competitive salary with great 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 & 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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