Customer Experience Specialist

All of us are going to die. It's a fundamental, tragic 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 or organising probate, the way we deal with death can be 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 gifts left in their wills.

The Role

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 for customer service - you know what makes a great customer experience and love delivering it.
• A 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
• 25 Days Holiday + Bank Holidays
• X2 Life Assurance
• Pension Scheme
• Hybrid flexible working
• Access to our internal colleague development schemes

We're building a diverse, inclusive team

To change the way the world deals with death we need a team that celebrates diversity in all its forms. We're building a workplace where everyone is treated fairly and respectfully.

If you're excited about our mission but you're worried you don't tick every box in the job description, get in touch anyway. Ability and attitude are just as important as experience.

What are the next steps

Apply via the Dignity website by clicking the link on this page. A member of Dignity's Talent Team will review your application and be in touch.

Our values are what makes Farewill, Farewill

They're the skills and behaviours we look for in ourselves and each other.

Customers First

People put their trust in us at some of the toughest moments in their lives. Because it's so important, their needs are front and centre in everything we do.

Make it simple

Death is overwhelming and complicated. So we put time and effort into communicating clearly. We believe in the power of simplicity - it's rocket fuel for progress.

Move with urgency and focus

Focus is gold dust. 80% of execution issues come from the lack of it - so we keep the goal in sight. And when the time for action comes, we go for it with maximum energy, passion and drive.

Sweat the details

We make the effort to really know our stuff and do the little things well. We value the expertise in each of our roles and are committed to producing surprisingly great work.

Be kind, have fun, celebrate the wins

Life is short, and mostly about who you spend it with. We work hard, and though it's sometimes stressful and challenging, you'll find yourself alongside other enthusiastic, kind, dedicated people here.