Customer Experience Specialist
Contract: Permanent, Full-Time
Location: Maidenhead (Hybrid, flexible working, 3 days in office per week)
Salary: £30,000 per annum
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.
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.
Equality, Diversity and Inclusion Statement
We know that diverse teams make better decisions, build better products, and create a better place to work. Whoever you are, wherever you’re from, and whatever your life looks like, we’d love to hear from you. And if there’s anything you need to make the process more accessible, please let us know.
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.
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