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Join Farewill's Compassionate Team as an Operations Specialist and Make a Lasting Impact in People's Lives at Their Time of Need
Overview
Salary No salary declared 😔
Location London
Nomad Friendly? 
Expires Expires at anytime
Organisation summary: Farewill is at the forefront of redefining the funeral industry, focusing on providing exceptional support to families during their most challenging times. With a suite of services that include funerals, wills, and probate, we're committed to making a meaningful contribution to people's lives and deaths. By joining our compassionate Funerals team as an Operations Specialist, you'll be part of a dynamic company that values empathy, attention to detail, and customer-centricity.
- Gain comprehensive knowledge of Farewill's funeral services, policies, and other products.
- Guide customers through the funeral journey with empathy and expertise.
- Collaborate with operational partners to ensure timely and accurate funeral arrangements.
- Communicate with customers, providing updates and support as their main point of contact.
- Champion customer needs internally, influencing service improvement and development.
- Contribute to the team's collective effort to drive impactful changes and enhance practices.
- Exceptional attention to detail and an empathetic approach to customer service.
- Strong verbal and written communication skills, especially when dealing with sensitive situations.
- Ability to master internal tools and adapt to changing priorities.
- Proactive problem-solving and process improvement skills, with a data-driven mindset.
- A team player who values collaboration and supporting colleagues.
What we offer: A competitive package including a £30k salary plus stock options, 28 days annual leave plus public holidays, a personal development budget, hybrid working options in our East London office, and regular team events.
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 propositionAbout 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 teammatesWhat 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
