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Customer Support Advisor - Funerals

Farewill

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Customer Service

London, UK

Posted 6+ months ago

About us

All of us are going to die. It’s a fundamental, tragic, romantic part of what it is to be human. But the services that should be supporting us haven't changed in decades.

From writing your will to planning a funeral, the way we deal with death is formal, complicated and expensive. Instead of feeling supported, people feel lost.

But it doesn’t need to be this way. We started Farewill to make the experience warmer, brighter and friendlier.

We’re the UK's biggest will writer and one of the leading funeral companies in the country. Our generous customers have pledged over £800 million to charities, through donations left in their wills.

We’re backed by top investors who are as excited by our mission as we are, and we’ve won awards for the work we’ve done. We’re the fastest-growing company in the UK end-of-life sector, now looking to revolutionise the funeral industry.

The role

We’re looking for empathetic, patient and diligent Customer Support Advisors to join our growing Funerals team. This role is a unique opportunity to support families at the most difficult time and really make a difference to how they celebrate the life of their loved one.

This is a supportive phone-based role, where you will be speaking to customers who have just lost someone, talking them through the process of organising a cremation, and onboarding them.

Responsibilities:

Our Customer Support Advisors are the first point of contact for people enquiring about our direct cremation service
Reach out to inbound funerals prospects by phone and email, and guide them through what we offer and how we can help
Guide and support customers through an incredibly difficult time in their lives
Ensure a smooth handover to our Ops team
Speak to prospects about our new pre-paid funeral plans, in compliance with FCA guidelines
Meet monthly and quarterly sales targets
Drive improvements to our processes
Work cross-functionally towards our company OKRs, and assist with quarterly team presentations
Enjoy a friendly and positive working environment, and celebrate the milestones of a startup!

Hopefully you’ll have some or all of the following:

Empathetic and caring, with excellent communication skills
Experience in customer-facing role
Experience working in a support focused setting involving sensitive conversations is strongly preferred
You enjoy working towards team targets
Experience working in a fast-paced start-up or high empathy industry (care, education, funerals, health)
Exceptional attention to detail and organisational skills

What we offer:

A competitive salary of £30k plus performance-based bonus that could take your full earnings to £45k, as well as generous stock options
28 days of annual leave plus the usual public holidays
Personal development budget of 3 days and £1000 per year
Hybrid working, mixing working from home with working from our offices in East London (Haggerston)

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.