Community Educator (Part-time & WFH)

Summary

Location

Uxbridge

Job Family

Customer Service & Sales

Job Type

Part Time

Ref #

65444

Please note - this role is working evenings and weekends! Only apply if you know you can commit to working weekend days and weekday evenings. Your days can be flexible based on our team rota. We can offer a maximum of 20 hours.

We’re looking for a work-from-home ‘Educator’ (as we like to call the job) to join our Community Team and support in member care.

You will need to have an amazing proactive attitude, be a problem solver and have a passion for providing outstanding member experience and service. We are looking for someone willing to work evenings and weekends, ensuring we are delivering best in class customer service to our members at all times.

As an educator you will be the first person from giffgaff that our members engage with so we’re looking for someone willing to go above and beyond to ensure all help queries/complaints are dealt with efficiently and in a positive manner.

Key responsibilities

• Build relationships with our members through private and public messaging, group posts and welcome posts.
• Regular reporting on member engagement and issues flagged by our superusers.
• Escalate any urgent account related issues to our internal Customer Service department.
• Swiftly and appropriately deal and communicate with our members when outages or major service issues occur.
• Mediate in disagreements, handle general disruptive behaviour from our members.
• Provide timely feedback and advice to members to improve their contributions on Community.
• Ensure our helpers are kept well informed of any changes to our products and services and are aware of active service issues.
• Work as part of a team to share work and results with the rest of the Community Team and other work at home Educators.
• Embody or brand values of being ‘up to good’ in our day to day interactions with our members.
  
  

Who we are

Do you want to join a connectivity provider that’s up to good? At giffgaff we do things differently. We call out the bad and find a better way. We’re laser-focused on flexibility, value and mutual good.

And we’re so proud to be a certified B Corp. This means we've joined a network of more than 1,000 UK companies, who want to make a positive impact on people and the planet. Working at giffgaff is something you could be proud of too.

You’ll get the best of both worlds, the energy and fast pace of giffgaff, plus all the benefits that come with being part of our parent company, Virgin Media O2.

Our business model is unique. We work with our members (our customers) to understand their needs in all areas of the business. We love this highly collaborative approach. Over the past few years our member base has grown steadily, and we’re still going. We’re always looking to acquire new members, and to do that we need the best people in our team.

Our bright and modern gaff is in Uxbridge, in leafy West London. But if commuting isn’t your favourite, most of our roles can be hybrid or work from home, or anywhere in between. If you like coming in, you’ll always find some office buddies. And if you like big occasions, we really bring the office to life monthly for our themed culture days. Plus all our giffgaffers come together at our legendary giffgaff summer, birthday and Christmas celebrations.

The must haves

• Experience in community management (this could be professionally or part of personal online forums/communities)
• Friendly, diplomatic, cool under pressure and fantastic interpersonal skills
• Excellent written communication skills – a natural online communicator
• Demonstrated ability to work well within a team, ideally remotely and willing to work flexible hours (including weekends)
  
  

The other stuff we are looking fo

• Customer service experience – interacting with customers or clients directly
• Strong organisational and prioritisation skills
• Community management experience
  
  

What's in it for you

At giffgaff we want to challenge the old way of doing things. People, and the way they work, define our culture and we encourage everyone to bring their whole selves to the gaff. That's why we believe in creating an equitable, fairer, more inclusive business that champions different ideas and perspectives. We may be sort-of-small but we're big on that caring, sharing thing & strive to create a supportive culture.

As a lean organisation, our team is built of a diverse, spirited range of people who are multi-skilled, highly motivated and flexible.

In return for your outstanding efforts, you'll be rewarded with a competitive salary and excellent benefits. We believe that hard work should be supported and recognised.

If this sounds like you, we’d love to hear from you.

Next steps

Once you've applied the next steps of the process, if successful, are likely to include a chat with our recruiter and 2x interviews with the hiring team.

If you’ve got any burning questions or require reasonable adjustments to support you through the recruitment process, please drop the recruiter a note.Thanks for your patience in the meantime and for showing an interest in joining the giffgaff family.

Li-gg