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Training specialist (Customer Operations)

full-time Farewill London

We’re Farewill. We build simple, beautiful products to change the way the world deals with death.

We’ve grown to lead our industry, becoming the biggest (and favourite) will-writer in the UK within 24 months of launching - building a tight-knit, multidisciplinary team of 18 along the way.

Were at the forefront of legal technology, playing a crucial role in modernising important legal services, and are now preparing to launch a brand-new direct to consumer probate product on the back of our latest funding round.

We are now looking for an experienced training professional to help develop and grow our Customer Operations team. This is a fantastic opportunity to define how we train the Farewill products into our frontline teams - developing, training and nurturing our people to help customers make the right decisions for them and their families.

Who you are:

A charismatic trainer who has experience working with and developing customer services teams and individuals. You’re an empathetic person who loves listening, working with great people and loves seeing teams grow and thrive. We are open to hiring either a full-time person or potentially someone outstanding on a part-time basis.

In the next few months you will:

  • Review and get to know our full product offering
  • Create a process that onboards new hires to excellent product knowledge
  • Build a training programme for our frontline teams
  • Create documentation and training content to execute against
  • Help shape how we look at quality and performance metrics
  • Work towards putting together a learning management system

Hopefully you’ll have some or all of the following:

  • Demonstrable success years in a similar function in an existing startup
  • Experience as a senior trainer
  • Experience driving qualitative change across a Customer Services department
  • An eye for performance metrics and good reporting experience
  • A love of coaching and nurturing people
  • An understanding of and passion for Farewill’s products
  • 28 days holiday
  • Competitive salary and share options
  • Santander cycles membership
  • Regular off-site days and team lunches
  • Get to work with these lovely people:

(L-R, Emily (Full Stack Developer), Helena (Full Stack Developer), Karan (Will Specialist), Ollie (Customer Operations Lead), Tom R (CTO, Co-founder), Tam (Head of Product), Kit (Will Specialist), Constance (COO), Lorraine (Head of Legal), Tom H (Lead Product Designer), Kiran (Partnerships Executive), Victor (Lead Product Designer), Holly (Operations Associate), Dan (CEO, Co-founder), Natasha (Head of Partnerships), Jessie (Will Specialist))

published: March 22, 2019

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