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Customer Support Associate at Farewill

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  • London
  • fulltime
  • -
  • Hello, we’re looking for a Customer Service Associate to join our growing Customer Support team at Farewill.

    This role is a unique opportunity to be part of a customer facing team within a rapidly growing business on a mission to change the way the world deals with death.

    You'll provide an excellent customer experience for everyone who contacts Farewill by answering all the inbound calls, emails and inbound online chats into the business. Plus you'll make outbound calls to existing and potential customers to help them with their queries.

    We're always trying to improve our service, so you'll collaborate with all areas of the business to understand how we can make things better, and you'll use your initiative to improve our processes and our customer service experience.

    Then there's always some ad hoc projects across the business you'll be getting involved in as well.

    Requirements

    It would be great if you had some customer service experience and even better if you had experience of using platforms such as Zendesk, Aircall, Slack and Trello.

    You'll also be:

    • caring and empathetic - able to help people through a difficult time
    • you’re a great communicator, an active listener, and can communicate messages in a clear, concise and effective way.
    • you are proactive, always using initiative and great at multitasking
    • you’re great at learning new processes and retaining information
    • you’ve got great attention to detail.

    Benefits


    What we offer in return:

    • Competitive salary and generous stock options
    • 28 days of annual leave plus the usual public holidays
    • Flexible working including when you start & end your day, and how often you come into the office*
    • Personal development budget of 3 days and £1000 per year
    • Regular ‘passion talks’ and a range of team socials
    • Santander cycles membership!
    • A chance to make a meaningful contribution to people's lives and deaths
    • And much more!

    * Coronavirus update: Currently our lovely office in Haggerston is available if people want (and only if they want) to use it. Previously we had work from home Wednesdays and are looking to expand remote working options long term.

    About Farewill

    At Farewill, we’re out to change the way the world deals with death. Helping people to take control, personally and financially, of what matters to them after they’re gone.

    We launched our first product - our will-writing service - in December 2016, and since then we’ve grown to be the largest will-writer in the UK. We launched our second product, Probate, in early 2019, and recently our third, Cremation.

    Our growth to date has been driven by an exceptional product (see our customer reviews) and key strategic partnerships. We’ve been featured in Forbes, The Times, The Guardian and on Radio 4 among others. We're also making waves in the charity world, with over £300 million raised for charities on our platform from gifts left in wills.

    Our team

    We’re a creative, focused team who love what we do. We have backgrounds in design, technology, behavioural psychology, and management consultancy. We love to learn from each other and our customers, and grow together as a team.

    We’re backed by some of the best investors in Europe - from the founders of Transferwise and Zoopla, to Augmentum, Kindred Capital, and (in our Series B round that we closed mid-2020) Highland Europe.

    This is an unusual, fascinating, and emotional area to work in – if you’re up for a big challenge we’d love to meet you.

    If you’d like to understand our culture and product better, here’s a few articles for you to read: About Farewill, Life at Farewill, Are you worried about your will?

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