Customer Care Advisor

Lottie; Greater London; Hybrid; GBP 30,000 - 33,000; Full time

Benefits offered by this job

Hybrid work (2 core office days)

26 days + bank holidays pro rata

Job summary

Lottie is recruiting a Customer Care Advisor to support families navigating the social care landscape from its London Bridge office. This maternity-cover role offers a hybrid setup with two core office days weekly and an initial six-month contract, with potential extension depending on business needs.

You will build trusted relationships, facilitate personalised care matching, and represent the brand with warmth while feeding customer insights back to product teams.

Qualifications

• Desire to deliver personalised support for people in difficult situations.
• Calm and grounded in emotional situations while guiding families to practical solutions.
• Excited by measurable impact in a startup and growth goals.
• Proactive attitude and willingness to improve processes.

Responsibilities

• Build trusted relationships with families and guide them through complex care journeys with personalisation.
• Coordinate with care partners to match and support decisions for families.
• Represent Lottie's brand with warmth and expertise, creating exceptional experiences.

Job description

Customer Care Advisor

Title: Customer Care Advisor

Department: Customer Care

Salary: £30,000 - £32,500 (pro rata)

Benefits & Culture: here

Meet our Customer Care Team Lead: Why this role is special

Holiday: 26 days + bank holidays (pro rata)

Mission: Elevate later life for everybody and build the care sector of the future

Office Policy: Hybrid with a minimum of 2 core office days per week

Office Location: London Bridge, London, UK

Contract: Initial 6-month contract, with possibility to extend

The Opportunity: Having quickly grown to be the UK's no. 1 care marketplace and operating software, Lottie is looking to hire a Customer Care Advisor on a maternity cover basis, with an ideal start date of early November 2026. This is an initial 6-month contract, with the possibility of extending to 12 months depending on the needs of the business. We cannot guarantee a permanent role at the end of the contract, but should a suitable opportunity arise at Lottie, we would be open to considering the right candidate. You will report directly into Lottie's Customer Care Lead - and will be given high autonomy to support families navigating the minefield that is the social care sector - through a highly personalised and holistic support service.

What does this role involve?

• Build trusted relationships with families as you guide them through complex care journeys with deep personalisation - conduct consultations to understand needs and offer tailored support that see the person as a whole.
• Connect families with the right care partners - facilitate highly personalised care matching, coordinate visits, and support decision-making.
• Represent Lottie's brand with warmth and expertise - be the human voice creating experiences so exceptional that families become advocates.
• Share customer insights to improve our platform - feed real family stories and pain points back to product teams.

What problems will you be solving?

• Families are lost and overwhelmed trying to navigate care decisions without knowing where to start or who to trust - you'll be their calm, expert voice.
• Whilst our marketplace product helps thousands of people find care independently, some families need more. You'll handle the complex, emotionally charged situations where self-service fails - offering empathy, patience, and hand-holding that only a human can provide.
• Generic recommendations miss the mark - families need solutions that honour their loved one as a whole person, considering much more than just care needs. You'll endeavour to deeply understand each person and what matters to them and their family (from dietary needs to dementia expertise to cultural compatibility), and then proceed to find the perfect care solution and support offering tailored to them.
• Shaping the future of searching for care - you'll be on the front lines hearing what families actually struggle with. Your insights will directly influence product development, help us identify gaps in the market, and ensure Lottie builds solutions that solve real problems.

We think you'll be a great fit if…

• You have a genuine and deep desire to deliver personalised support for people in difficult situations
• You stay calm and grounded in emotional situations while guiding people toward practical solutions
• You're excited by measurable impact in a startup - you care about helping people and understand how metrics drive better service
• You take initiative and improve things as you go - spotting gaps and suggesting better ways of working

This role isn't for you if…

• You're not hungry to learn - you'll need to rapidly absorb social care knowledge (CQC ratings, funding support, care types) to deliver expert-level guidance
• You're uncomfortable with commercial targets - we balance genuine care with growth goals
• You struggle with ambiguity - every family is different and requires bespoke solutions, not scripts
• Emotional conversations drain you - you'll support families through stress, overwhelm and guilt

Lottie's Interview Process

1. First Round with Talent Lead, Alice Rooke (20 minutes - remote)
2. Case study with a member of our Customer Care team (30 minutes - remote)
3. Final Interview with the Customer Care Lead, Hannah Karim and Co-Founder and CEO, Will Donnelly - (1 hour total) in person, Lottie's office, London Bridge.

Candidate Experience:

• Pre-Screen & First Interview: You'll receive an email notification, but no specific feedback will be provided at this stage.
• Case Study: If you are not successful after the case study, you'll receive constructive feedback via email and be offered a debrief call with our Talent Lead.
• Final Interview: For final-stage candidates who are not offered the role, we will provide your feedback live via a phone call and will follow with written feedback.

Meet Lottie

Founded with a mission to build the care sector of the future, Lottie is creating the AI operating system for social care - designed to unlock profitability for care providers and to make finding care as easy as booking a holiday on Airbnb.

Launched in London in July 2021, Lottie has raised over £25m from tier 1 venture capital funds (Accel and General Catalyst) and is widely recognised as one of Europe's fastest growing tech companies. Most recently, Lottie was the acclaimed winner of Deloitte Fast 50, LinkedIn Top Startups, The Sunday Times Tech 2026 and Startups 100.

As of today, Lottie offers three core products and services, including:

• Lottie (B2B2C Marketplace) - Free service that helps families find the UK's best care homes and home care services.
• Found by Lottie (B2B Vertical SaaS) - AI-native OS software supporting care providers to effectively manage their enquiries, occupancy and finances. Eliza by Found is our newest Found module. AI agents that handle care home enquiries - so no family goes unanswered. Launch video here.
• Seniorcare by Lottie (B2B Vertical SaaS) - Employee benefit helping companies deliver outstanding eldercare support to their employees.

Why Lottie?

• Career Opportunity - A career defining opportunity to master the art of 5 star care support, building the expertise and relationships that will help thousands of families navigate life's hardest decisions while shaping how Lottie delivers world-class service.
• Early Hire Benefits - Be an early hire at one of the UK's fastest growing startups and benefit from fast career progression, as well as a generous stock options package.
• Mission - Tech for good that aims to build the care industry of the future and to positively impact millions of peoples lives. Care is one of the final remaining large consumer industries that is yet to be disrupted and positively revolutionised by technology.
• Investors - Series A backed startup having raised £25m+ from tier 1 venture capital investors including Accel and General Catalyst.
• Global Opportunity & Scalability -