🚀 Mission: Lottie’s mission is to elevate later life for everybody.

👵 Meet Lottie: Please see our careers page for more info about Lottie.

👫 Team: Customer Care

🏷️ Title: Customer Service Executive / Trainee Care Expert

💷 Salary: £25,000-£27,500

🎁 Benefits: 34 days holiday (incl. bank holidays) and a range of other benefits. See here

📈 Equity: We have a generous EMI share scheme that all team members will participate in

💻 Office Policy: Hybrid Remote - 2 core days per week in the office, at Lottie’s HQ

🌍 Location: Old Street, London

🔢 Interview Process: 4 stages (incl. a task). Talent Screen > Hiring Manager Interview > Assessment Interview > Final interview with our Founders. Target time - 2 weeks

🤩 Candidate Experience: Please note with the volume of applicants there may be a delay in response time. The majority of feedback will be given via email and we try our very best to give specific and constructive feedback where possible

A quick intro to Lottie

Lottie is a HealthTech start-up based in London, founded by brother duo, Chris and Will Donnelly. Our mission is to elevate later life for everybody and build the later living sector of the future. To date, Lottie has raised over £25m from leading venture capital funds including Accel (backers of Facebook, Spotify and Slack) and General Catalyst (backers of Airbnb, Deliveroo, Stripe),as well as disruptive tech founders such as Tom Blomfield (Founder & CEO of Monzo Bank).

Lottie launched in August 2021 and today offers three core products, including:

Lottie’s Marketplace (B2B2C) - A free service that helps families and retirees find the UK’s best care homes and retirement living properties.

Found by Lottie (B2B) - CRM software mapped to the care and retirement living industries unique customer journey.

Seniorcare by Lottie (B2B) - Employee benefits platform, helping corporates deliver outstanding eldercare support to their employees.

Since launch, Lottie has gone on to support millions of families navigate the stressful later living system, while helping tens of thousands begin their next chapter in later life care.

The opportunity

We are looking for a passionate and hardworking individual to join Lottie’s growing team of CS Execs / Care Experts. Lottie’s Care Experts are the face of the business and have the incredible job of helping families and individuals find, fund and understand later living. A care seeker’s dedicated Care Expert is on hand every step of the way, to guide them through their journey and make it as smooth as possible.

What you’ll be doing

• Supporting individuals and families navigate their later living search, from referrals to our partners to ensuring they’re aware of all financial benefits available to them.
• Working within a close knit team of energetic individuals who share a passion for helping others.
• Using internal systems to log and manage Lottie’s enquiries throughout the customer journey.
• Working to monthly individual targets to drive revenue for the business and contribute to Lottie’s 5* service.
• Become one of Lottie’s ‘super user testers’ and work closely with the product and tech teams to inform product updates.

Why this might be exciting

• Trusted to be a family's dedicated support system during a challenging time.
• Work alongside highly skilled, genuine and passionate individuals.
• Access to a wealth of resources to perfect your knowledge of the later living sector.
• Opportunity to grow within your role and become a subject matter expert who will inform business-wide decisions.

Who we’re looking for

• Genuine passion for helping others and natural rapport builder with Lottie’s customers and partners.
• Technologically savvy and able to navigate fast-changing processes.
• Obsessed with delivering a high standard of work, proactively seeking opportunities to improve and meticulously applying feedback.
• Ability to manage time effectively and consistently meet individual monthly targets.

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

Locations

Lottie HQ

Remote status

Hybrid Remote

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