Customer Care Advisor

• Join Lottie’s Customer Care team as a Customer Care Advisor on a 6-month maternity cover contract, working hybrid from London Bridge. • Guide families through complex, emotional care decisions with personalised, holistic support. • Match families with the right care partners and help them make decisions with confidence. • Handle the situations where self-service falls short, offering empathy and hands-on help. • Feed real family stories back to product teams to shape the future of finding care. • Report directly to the Customer Care Lead with high autonomy, starting in early November 2026.

• Show a genuine desire to deliver personalised support to people in difficult situations. • Stay calm and grounded in emotional conversations while guiding people to practical solutions. • Care about helping people and understand how metrics drive better service. • Take initiative to spot gaps and suggest better ways of working. • Learn social care topics quickly, such as CQC ratings, funding support and care types. • Balance genuine care with commercial targets. • Submit a short video of up to 3 minutes introducing yourself with your application.

• Bring experience in customer service, care or another people-focused support role. • Show knowledge of the UK social care sector. • Bring experience supporting people with dementia or complex care needs. • Show experience working in a fast-paced startup.

• Run consultations with families to understand their needs and offer tailored support. • Match families with suitable care homes and home care providers. • Coordinate care visits and support families through decision-making. • Consider the whole person, from dietary needs to dementia expertise and cultural fit. • Represent Lottie’s brand with warmth and expertise. • Share family insights and pain points with product teams.

Lottie is solving one of the UK's most pressing social challenges: helping families navigate the stressful, confusing process of finding later life care. Founded by two brothers out of their own frustrating experience, Lottie has grown from a half-broken website launched to meet an investor deadline into the UK's highest-rated care-finding service, backed by Accel and General Catalyst, early backers of companies like Airbnb, Meta, and Spotify. The company has raised more than £25 million, reached 10 million users, and now has a team of 70+ people. Glassdoor tells a remarkable story: 4.9/5 from 27 reviews, with 100% of employees recommending it to a friend. Reviewers consistently highlight the team's kindness, mission-driven culture, and clear career progression. Lottie also offers genuinely good benefits for a startup: private healthcare via Bupa, EMI share options, a 3-night digital detox through Unplugged, 26 days holiday (increasing with tenure), and work-from-anywhere for up to 3 weeks per year. The main thing to be aware of is that this is a fast-paced startup environment with ambitious targets, which some reviewers note is not for everyone. But if you want to do meaningful work that directly helps families during some of the most difficult moments of their lives, while working alongside genuinely kind and talented people, Lottie is a brilliant place to do that.

• Earn £30,000–£32,500 pro rata. • Take 26 days’ holiday plus bank holidays, pro rata. • Work hybrid with a minimum of 2 core office days a week at London Bridge. • Gain deep expertise in social care support at a fast-growing startup. • Have the chance to extend the contract to 12 months. • Receive constructive feedback at every interview stage.

Lottie is building the AI operating system for social care, making finding care as easy as booking a holiday. Its products include a care marketplace for families, Found (AI-native software for care providers, including the Eliza AI agent) and Seniorcare, an eldercare employee benefit. Founded in London in 2021, Lottie has raised over £25 million from Accel and General Catalyst.