Customer Experience Specialist
Contract: Permanent, Full-Time
Location: Haggerston, London (Hybrid, flexible working, 2-3 days in office per week)
Salary: £30,000 per annum
Join Farewill – Transforming the Future of Will Writing.
At Farewill, we help people navigate some of life’s most challenging moments with kindness, expertise, and care. Now part of Dignity Funerals, we’re continuing our mission to make after-life services simpler, more affordable, and accessible for everyone.
As a Customer Experience Specialist, you’ll be the face of Farewill, delivering exceptional service over phone and email—helping customers with their wills, funerals and estate administration. If you’re a compassionate problem-solver with a passion for helping others, we’d love to hear from you.
What the day-to-day will look like for you:
Providing friendly, confident support over phone and email, ensuring a smooth customer journey.
Becoming an expert in our services, from will-writing to funeral planning, and helping customers navigate their options.
Reviewing wills to ensure they accurately reflect customers’ wishes.
Troubleshooting issues independently and escalating where needed.
Identifying opportunities to improve processes and make our services even better.
We are looking for someone who is:
Passionate about customer service – you know what makes a great customer experience and love delivering it.
Problem-solving mindset – you enjoy cracking challenges and getting the details right.
Strong communicator – you can explain complex information simply and clearly.
Empathetic and caring – friends and colleagues describe you as someone who genuinely wants to help others.
Has experience in a fast-paced customer-facing role, ideally in a startup, funerals, healthcare, or charities, although not essential.
Adaptable and flexible, happy to support other areas of the business when needed.
Tech-savvy – understands systems quickly and has some experience with Zendesk, Aircall, or similar tools (this is not essential).
What we offer:
Annual salary of £30,000.
22 Days Holiday + Bank Holidays.
X2 Life Assurance.
Pension Scheme.
Hybrid flexible working.
Access to our internal colleague development schemes.
Why Join Us
We are committed to transforming the way people plan for the future. We believe that writing a will should be a simple, stress-free process, and our team is at the heart of delivering this vision. By joining us, you’ll be part of a progressive, customer-focused company that values innovation, expertise, and empathy.
What are the next steps?
To be considered for this role, please submit your application via the ‘apply’ button, where a member of our Talent Team will review your application.
FCA Regulation Statement
Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR).
Please note in accordance with our pre-employment checks, all roles will require a criminal record check and further enhanced checks may apply. Certain roles will be subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy). Further details will be explained to you throughout the recruitment process.
Equality, Diversity and Inclusion Statement
Our Vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences.
We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed, and bold action to promote inclusion and belonging.
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
