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Operations Specialist, Funerals

Farewill

Farewill

Operations
London, UK
Posted on Friday, May 5, 2023
About us
Dealing with death is hard, and here at Farewill we are on a mission to change that. We use technology to seamlessly connect beautifully designed online experiences with world-class human support that makes every death a simple, affordable, brighter goodbye. We started in December 2016 when we launched our online wills business. Since then we’ve launched our probate and funeral businesses, raised £800m+ in pledged income for Charities, built a team of 70 Farewillians, and raised capital from some brilliant investors. We’ve won a tonne of awards and have through-the-roof NPS & Trustpilot scores.
The role
We’re the fastest-growing company in the UK end-of-life sector, now looking to revolutionise the funeral industry. We’re looking for an Operations Specialist to join us across our growing Funerals product at Farewill. This role 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.

A flavour of what you’ll be doing:

  • Gaining an intimate knowledge of the funerals product, and our policies, as well as a wider knowledge of our other products (wills and probate)
  • Supporting people through the funerals journey
  • Working with our partners to facilitate funeral arrangements and provide timely updates to our customers
  • Supporting our sales team in speaking to prospective customers to explain our offering when needed
  • Being our customers’ key point of contact to collect their information, address their concerns and keep them updated via phone and email
  • Being the voice of the customer - internally championing what is important to our customers
  • Working as part of a small team to drive real impact and change - we’re always seeking to learn and develop our practices and proposition

In the interview we’re looking for evidence of:

  • Exceptional attention to detail. Ensuring that nothing falls through the cracks is critical to taking care of our customers
  • Excellent verbal and written communication skills. Specifically a great phone manner, able to comfort and deal with grieving families calmly, kindly and sensitively, but also practically
  • Empathy in the way you think about and communicate with our customers and wider team
  • The ability to quickly master internal tools. Changing ways of working quickly and regularly won’t faze you
  • A sense of ownership of problems that arise would be nice
  • We’re a small team so being a great team-player is a big plus
  • We’re also a fast paced start-up and we’re looking for someone with the potential to grow within the company over time and have an impact on what we do and why. A certain level of comfort looking at data as a way to justify new ideas would be a bonus

Work Schedule

  • Hours: 45 hours a week
  • Working Days: Monday - Friday
  • Start/Finish Time: 09:00 - 18:00 (1 hour lunch break)
  • Hybrid - in our East London (Haggerston) office 1-2 days a week

What we offer:

  • £30,000 per annum salary
  • Generous stock options
  • Cyclescheme and Santander cycles membership
  • 28 days annual leave plus the usual public holidays
  • Personal development budget of up to 3 days and £1000 per year
  • Quarterly team socials
Making your application as smooth as possible:
If this sounds like what you’d love to be doing, we can’t wait to hear from you. If you’re not sure that you exactly fit the above criteria, get in touch anyway. Ability and attitude is just as important as experience.
At Farewill, our mission is to change the way the world deals with death - to make it simple, personal, fairly-priced & accessible to everyone. To do that, we want to build a workplace that’s great for everyone, that celebrates diversity in all its forms, and where everyone who works for us is treated fairly, equitably and respectfully.
We believe flexibility is important, so we’re happy to chat to you about flexible working options. If you need any adjustments in our interview process to help set you up for success, then please let us know.