Customer Care Advisor

Lottie

. Build trusted relationships with families navigating complex care journeys .

Posted 10/2/2026contractLondon • United KingdomMid-LevelSenior💰 £30,000 - £32,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates the ability to build trusted relationships and provide personalized support to families navigating complex care journeys, while effectively coordinating care solutions and influencing product development based on customer insights.

Highest-signal resume keywords

Personalized SupportEmotional ResilienceSocial Care KnowledgeCustomer ExperienceMarket Gap Identification

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Care MatchingConsultationDecision-Making SupportMetrics UnderstandingCQC Ratings Knowledge

Soft Skills

EmpathyCalmness Under PressureInitiativeAdaptabilityCommunication

Industry Keywords

Complex CareFunding SupportCare TypesCustomer InsightsBespoke Solutions

About the role

Key responsibilities & impact

Build trusted relationships with families navigating complex care journeys
Conduct consultations to understand families’ needs and provide tailored, holistic support
Connect families with appropriate care partners through personalised care matching
Coordinate visits and support families’ decision-making
Represent Lottie with warmth and expertise, creating exceptional customer experiences
Share customer insights, family stories, and pain points with product teams
Support families in complex and emotionally charged situations where self-service is insufficient
Consider individual needs such as dietary requirements, dementia expertise, and cultural compatibility when finding care solutions
Identify market gaps and influence product development
Report directly to Lottie’s Customer Care Lead

Requirements

What you’ll need

Genuine desire to deliver personalised support for people in difficult situations
Ability to stay calm and grounded in emotional situations while guiding people toward practical solutions
Interest in measurable impact and understanding how metrics drive better service
Initiative to identify gaps and suggest better ways of working
Willingness to rapidly learn social care knowledge, including CQC ratings, funding support, and care types
Comfortable with commercial targets
Comfortable working with ambiguity and bespoke solutions rather than scripts
Ability to support families through stress, overwhelm, and guilt
Legal right to work in the United Kingdom
CV, LinkedIn URL, and 2–3 minute application video required

Benefits

Comp & perks

26 days holiday plus bank holidays (pro rata)
Generous stock options package
Fast career progression
Hybrid office policy
Excellent employee compensation/benefits
Outstanding company culture
Inclusive workplace and reasonable accommodations during the application or interview process