Customer Experience Specialist

DIGNITY FUNERALS LIMITED; Reading; Hybrid; GBP 30,000; Full time

Job summary

A leading funeral service provider in the UK is seeking a Customer Experience Specialist to deliver exceptional service to clients. You will guide customers through essential processes such as wills and funerals, requiring strong customer service skills, empathy, and effective communication. The role offers an annual salary of £30,000 and includes benefits such as private healthcare and 25 days holiday. Flexible hybrid working arrangements are also available.

Benefits

Annual salary of £30,000

25 Days Holiday + Bank Holidays

BUPA Private Healthcare

Life Assurance (X2)

Pension Scheme

Hybrid flexible working

Colleague development schemes

Qualifications

• Experienced in a fast-paced customer-facing role, ideally in startups or healthcare.
• Strong communicator who simplifies complex information.

Responsibilities

• Provide support over phone and email to ensure a smooth customer journey.
• Guide customers through will-writing and funeral planning services.
• Review wills for accuracy against customer wishes.
• Troubleshoot issues independently and escalate as needed.
• Identify improvements to enhance services.

Skills

Customer service

Problem-solving

Communication

Empathy

Adaptability

Tech-savviness

Tools

Zendesk

Aircall

Job description

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:

Responsibilities

• 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.

Qualifications

• 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).

Company Overview

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 Farewill, 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.

Regulatory Information

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. 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.

Benefits

• 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.