Customer Experience Specialist

Dignity; England; Hybrid; GBP 30,000; Full time

Job summary

A prominent funeral services provider in Maidenhead is seeking a Customer Experience Specialist for a full-time permanent role. You will be responsible for delivering exceptional service to customers regarding wills and funerals. Ideal candidates are compassionate problem-solvers with strong communication skills. This role offers a salary of £30,000 and hybrid working options.

Benefits

25 Days Holiday + Bank Holidays

BUPA Private Healthcare

Life Assurance

Pension Scheme

Access to internal development schemes

Qualifications

• Experience in a fast-paced customer-facing role.
• Ability to troubleshoot issues independently.
• Passion for delivering great customer experiences.

Responsibilities

• Provide exceptional service over phone and email.
• Help customers with their wills and funerals.
• Identify opportunities to improve processes.

Skills

Customer service

Problem-solving

Communication

Empathy

Adaptability

Tech-savvy

Tools

Zendesk

Aircall

Job description

Customer Experience Specialist

Contract: Permanent, Full-Time

Location: Maidenhead (Hybrid, flexible working, 3 days in office per week)

Salary: £30,000 per annum

Join Farewill – Transforming the Future of Will Writing.

At Farewell, 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 Farewell, 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.
• 25 Days Holiday + Bank Holidays.
• BUPA Private Healthcare (Self).
• 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.

About Us

We are Dignity, one of the UK’s oldest and most trusted funeral providers, with over 200 years of history, 570 branches, and 46 crematoria. From launching the UK’s first funeral plan to helping shape modern regulation, we have led the way in supporting families with care, compassion, and professionalism.

Now we are building the UK’s leading end of life company. As part of the Dignity Group, we also operate Farewell, the country’s largest will writer and one of the UK’s top probate providers, giving families support not just at the funeral, but before and after as well.

Today we are over 4,000 people across the UK, all driven by the same goal: to care for families with compassion and make the UK a world leader in end of life care. Here to help, whenever you need.

FCA Statement

We’re regulated by the FCA, so some roles may be subject to background checks

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

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.