End of Life Customer Care Specialist Remote
Job description
Who is Bare?
Bare is the new way to funeral. We are a company dedicated to providing accessible, affordable end of life care - operating in Australia and the UK.
Our aim is to change the game in the funeral industry which has long provided traditional, cookie cutter services that don’t always meet the needs of the modern consumer. We are a holistic end of life care provider, allowing our families to grieve in their own way, at their own pace, knowing their loved one is cared for through a simple process by a team who truly understand their needs.
By combining empathy with technology, we’re creating end-of-life experiences that are simple, personalized and affordable. In only three years, we’ve served more than 20,000 families, have become an awarded end-of-life provider (with awards in customer service, innovation and digital disruption), and have built a team of more than 60 people committed to changing the way we deal with end-of-life. And we’re just getting started.
As part of this mission, we’re growing our end-of-life concierge team - and we’d love you to consider joining the mission.
So what is the role, exactly?
We're looking for an outgoing, empathetic and passionate communicator to join our small UK team, as well as supporting the Australian team with night calls.
This role is front-and-center in creating amazing customer experiences for families who are going through one of the hardest times in their lives. It’s no stretch to say it’s one of the most important roles in the company.
In this role you’ll be phone-based, taking calls from families who are looking for support in arranging a funeral service. You’ll show empathy, taking the time to let them know you care, and then support them by talking about what Bare does (and what we don’t do) and then offering recommendations based on their circumstances.
For families that choose us, you’ll start the funeral arrangement process before handing the family over to their dedicated funeral arranger.
That makes sense, but what would my day to day look like?
Initially, this role is part time on a Saturday and a Sunday. Each day would involve:
- answering inbound calls from families interested in our services (both UK and overnight Australian calls)
- building rapport and trust with these families (many are in deep grief and we’re a lifeline)
- actively listening to your families, giving them the time and space to share their grief with a trusted person
- asking thoughtful, open-ended questions to understand their needs
- recommending service options based on needs and preferences
- beginning the arrangement process and handing over that family to their arranger
- following up with families who’ve shown interest, but aren’t yet ready to decide
You will report into our UK GM, and work closely with the Australian care team also.
Ok, sounds great. Who are you looking for?
This is a hard, but super impactful role. Families come to us in all kinds of circumstances, and we become their trusted advisor through a difficult part of their lives. You need:
- a genuine love of talking to, and helping, people from all walks of life
- the ability to work in a fast-paced environment (we get a lot of calls)
- comfort working with technology and following processes
- the ability to take control of a conversation and become a trusted advisor
- comfort in actively recommending our company and services, where appropriate
Most importantly, we want someone who believes in our mission. Everyone at Bare is driven by the impact of what we’re doing, we want to make sure that continues with every new hire that joins our team.
What’s in it for me?
This is an opportunity join a fast growing startup, changing the funeral industry, at the ground floor. We’ve proven our style of service is a much needed one in Australia, and we’re early days in translating that success into the UK. I
In addition, we offer:
- Great opportunities for personal growth, promotion, and career development
- The ability to work-from-home - with lots of autonomy and flexibility
- A friendly, fun, and supportive environment - people love what they do at Bare
- Competitive remuneration package (with perks!)
- The change to make an impact at one of the most critical moments in someone’s life
The main reason you will join however, is because you believe in what we do and are excited about truly transforming an industry.
To join us - Apply Now with a CV and cover letter!
Job Type: Part-time
Part-time hours: 24 per week
Salary: From £140.00 per day
Benefits:
- Work from home
Schedule:
- 12 hour shift
- Weekends only
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer support: 2 years (required)
- customer service: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: Remote
