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Lottie is a UK-based healthcare marketplace helping families and older adults explore later-life care options. Its free consumer service brings together care homes, home care services, and retirement living communities in an online directory, with tools for comparing providers, checking availability and pricing, and building personalised shortlists. Lottie also connects people with care advisors and offers practical guidance on finding, understanding, and funding care, including urgent care matching and information from regulated providers.
Customer Care Advisor – London Hybrid
Help UK families navigate complex care decisions at Lottie, the UK care marketplace and social-care software company. Match families with suitable care partners and share customer insights that help improve the platform.
Description
- Build trusted relationships with families navigating complex care journeys
- Consult families to understand their needs and provide tailored, holistic support
- Match families with suitable care partners based on their individual circumstances
- Coordinate visits and help families make informed care decisions
- Represent Lottie with warmth and expertise to deliver exceptional customer experiences
- Share customer insights, family stories, and pain points with product teams
- Support families facing complex, emotionally charged situations that require more than self-service
- Account for dietary needs, dementia expertise, cultural compatibility, and other individual factors when identifying care solutions
- Identify gaps in the market and contribute to product development
- Report directly to Lottie’s Customer Care Lead
Requirements
- A genuine commitment to providing personalised support to people in difficult circumstances
- The composure to remain calm in emotional situations while helping people find practical solutions
- An interest in measuring impact and using service metrics to improve outcomes
- The initiative to spot gaps and recommend more effective ways of working
- The ability to quickly learn social care concepts, including CQC ratings, funding support, and care types
- Comfort working toward commercial targets
- Confidence working with ambiguity and creating bespoke solutions instead of relying on scripts
- The ability to guide families through stress, overwhelm, and guilt
- Legal right to work in the United Kingdom
- A CV, LinkedIn URL, and two- to three-minute application video are required
Benefits
- 26 days of holiday plus bank holidays, pro rata
- Generous stock options package
- Opportunities for rapid career progression
- Hybrid office policy
- Competitive employee compensation and benefits
- Strong company culture
- Inclusive workplace with reasonable accommodations available during the application and interview process
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