Customer Experience Specialist

Dignity Plc; Taplow; Hybrid; GBP 30,000; Full time

Job summary

A leading UK funeral services provider is seeking a Customer Experience Specialist to deliver exceptional service via phone and email. The ideal candidate will possess a strong customer service mindset and problem-solving abilities, with a passion for helping others. This role offers a salary of £30,000, hybrid working options, and comprehensive benefits, including private healthcare and a pension scheme.

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 internal development schemes

Qualifications

• Passionate about customer service and great customer experience.
• Enjoy solving challenges and getting details right.
• Ability to communicate complex information simply.
• Genuinely caring and empathetic towards others.
• Experience in a customer-facing role, ideally in related sectors.
• Flexible and adaptable to support other business areas.

Responsibilities

• Provide friendly support over phone and email.
• Become an expert in services from will-writing to funeral planning.
• Review wills to ensure accuracy.
• Independently triage issues and escalate as needed.
• Identify opportunities to improve service processes.

Skills

Customer service focus

Problem-solving

Strong communication

Empathy

Fast-paced role experience

Adaptability

Tech-savviness

Tools

Zendesk

Aircall

Job description

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.

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.
• Triaging 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).

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.

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.

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?