Trainee Care Expert Maternity Cover

Title: Trainee Care Expert

Department: Customer Care

Salary: 30000 - 32500 (pro rata)

Benefits & Culture: See here

Meet our Customer Care Team Lead: Why this role is special

Holiday: 26 days bank holidays (pro rata)

Mission: Elevate later life for everybody and build the care sector of the future

Office Policy: Hybrid with a minimum of 2 core office days per week

Office Location: London Bridge London UK

Contract: Initial 6-month contract with possibility to extend

The Opportunity:

Having quickly grown to be the UKs no. 1 care marketplace and operating software Lottie is looking to hire a Trainee Care Expert on a maternity cover basis with an ideal start date of early November 2026. This is an initial 6-month contract with the possibility of extending to 12 months depending on the needs of the business. We cannot guarantee a permanent role at the end of the contract but should a suitable opportunity arise at Lottie we would be open to considering the right candidate. You will report directly into Lotties Customer Care Lead - and will be given high autonomy to support families navigating the minefield that is the social care sector - through a highly personalised and holistic support service.

What does this role involve

• Build trusted relationships with families as you guide them through complex care journeys with deep personalisation - conduct consultations to understand needs and offer tailored support that see the person as a whole.

• Connect families with the right care partners - facilitate highly personalised care matching coordinate visits and support decision-making

• Represent Lotties brand with warmth and expertise - be the human voice creating experiences so exceptional that families become advocates

• Share customer insights to improve our platform - feed real family stories and pain points back to product teams

What problems will you be solving

• Families are lost and overwhelmed trying to navigate care decisions without knowing where to start or who to trust - youll be their calm expert voice.

• Whilst our marketplace product helps thousands of people find care independently some families need more. Youll handle the complex emotionally-charged situations where self-service fails - offering empathy patience and hand-holding that only a human can provide.

• Generic recommendations miss the mark - families need solutions that honour their loved one as a whole person considering much more than just care needs. Youll endeavour to deeply understand each person and what matters to them and their family (from dietary needs to dementia expertise to cultural compatibility) and then proceed to find the perfect care solution and support offering tailored to them.

• Shaping the future of searching for care - Youll be on the front lines hearing what families actually struggle with. Your insights will directly influence product development help us identify gaps in the market and ensure Lottie builds solutions that solve real problems.

We think youll be a great fit if

• You have a genuine and deep desire to deliver personalised support for people in difficult situations

• You stay calm and grounded in emotional situations while guiding people toward practical solutions

• Youre excited by measurable impact in a startup - you care about helping people and understand how metrics drive better service

• You take initiative and improve things as you go - spotting gaps and suggesting better ways of working
  

This role isnt for you if

• Youre not hungry to learn - youll need to rapidly absorb social care knowledge (CQC ratings funding support care types) to deliver expert-level guidance

• Youre uncomfortable with commercial targets - we balance genuine care with growth goals

• You struggle with ambiguity - every family is different and requires bespoke solutions not scripts

• Emotional conversations drain you - youll support families through stress overwhelm and guilt

Wed love to see a short video (2-3 minutes) answering this question:

Introduce yourself tell us why youre interested in Lottie and what makes you a good fit for this role.

We appreciate this takes time. We receive a high volume of applications and this helps us assess you on more than your CV.

Lotties Interview Process

1. First Round with Talent Lead Alice Rooke (20 minutes - remote)

2. Case study with Care Expert (30 minutes - remote)

3. Final Interview with the Customer Care Lead Hannah Karim and Co-Founder and CEO Will Donnelly - (1 hour total) in person Lotties office London Bridge.

Candidate Experience: All candidates will be informed of their application status.

• Pre-Screen & First Interview: Youll receive an email notification but no specific feedback will be provided at this stage.

• Case Study: If you are not successful after the case study youll receive constructive feedback via email and be offered a debrief call with our Talent Lead.

• Final Interview: For final-stage candidates who are not offered the role we will provide your feedback live via a phone call and will follow with written feedback.
  

Meet Lottie

Founded with a mission to build the care sector of the future Lottie is creating the AI operating system for social care - designed to unlock profitability for care providers and to make finding care as easy as booking a holiday on Airbnb.

Launched in London in July 2021 Lottie has raised over 25m from tier 1 venture capital funds (Accel and General Catalyst) and is widely recognised as one of Europes fastest growing tech companies. Most recently Lottie was the acclaimed winner of Deloitte Fast 50 LinkedIn Top Startups The Sunday Times Tech 2026 and Startups 100.

As of today Lottie offers three core products and services including:

• Lottie (B2B2C Marketplace) - Free service that helps families find the UKs best care homes and home care services.

• Found by Lottie (B2B Vertical SaaS) - AI-native OS software supporting care providers to effectively manage their enquiries occupancy and finances. Eliza by Found is our newest Found module. AI agents that handle care home enquiries - so no family goes unanswered. Launch video here.

• Seniorcare by Lottie (B2B Vertical SaaS) - Employee benefit helping companies deliver outstanding eldercare support to their employees.

Why Lottie

• Career Opportunity - A career defining opportunity to master the art of 5 star care support building the expertise and relationships that will help thousands of families navigate lifes hardest decisions while shaping how Lottie delivers world-class service.

• Early Hire Benefits - Be an early hire at one of the UKs fastest growing startups and benefit from fast career progression as well as a generous stock options package.

• Mission - Tech for good that aims to build the care industry of the future and to positively impact millions of peoples lives. Care is one of the final remaining large consumer industries that is yet to be disrupted and positively revolutionised by technology.

• Investors - Series A backed startup having raised 25m from tier 1 venture capital investors including Accel and General Catalyst.

• Global Opportunity & Scalability - Be part of a company that is solving a real tangible problem that every family around the world faces at some point in their life.

• People - Join a kind talented and mission driven team that loves coming to work every day.

• Culture - Excellent employee compensation/benefits hybrid office policy and outstanding company culture with a 5/5 employee review score on Glassdoor.

• Award Winning - Acclaimed winner of LinkedIns 2024 Top Startups and named the UKs number one startup for 2025 in 100 Index.

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.

If you require reasonable accommodations during the application or interview process please let us know at .

Required Experience:

Intern