Summary of role

  • Main point of contact for member queries through a range of communication channels – these currently include email, phones, Facebook,Twitter, and surveys, but there’s lots of potential to start using new ones
  • Gather insight from members and report back to campaigns and tech teams
  • Work closely with the Member Information Officer to seek opportunities to improve member communications and implement them
  • Make sure our responses to members are top-notch
  • Assist management of volunteer program and volunteer team

Main point of contact for member queries

Objective: Provide timely and high quality customer support to members

  • Respond to member’s questions through various communication channels listed above
  • Suggest new channels we should try and help implement them
  • Prioritise urgent queries around donations and time-based actions
  • Forward queries to appropriate members of the team
  • Develop an understanding of campaigns and the company, and of the technology used to communicate with members, to enable efficient response-time

Gather insight from member communications channels and report back to appropriate team members

Objective: Compile and interpret data from members input

  • Daily report-back on member feedback
  • Producing the weekly Member Recommendations report
  • Compile MP responses according to campaign need
  • Work with the staff team to implement suggestions from member feedback

Seek opportunities to improve member communications and implement them  

Objective: Continual improvement of the member experience

  • Make innovative suggestions to improve Member Services – we’re really flexible, so lots can be changed
  • Work closely with the Member Information Officer to interrogate proposals, helping us develop a strategy for Member Services.
  • Implement process changes when you see a need that’s not being met

Maintain quality of member communications

Objective: Provide members with a consistent, engaging and helpful experience

  • Develop replies to queries with assistance from campaigners
  • Assist in implementing and maintaining a ‘customer first’ culture – this will involve you coming up with suggestions based on experience, research, and member insight gained on the job
  • Use knowledge of existing standard replies to inform understanding of 38 Degrees’ tactics and methods

Assist management of volunteer team and volunteer programme

Objective: To engage volunteers according to their ability & ensure their experience is a positive and successful one

  • Provide feedback to volunteers on their work to enable them to become more self-sufficient
  • Assign work to volunteers depending on availability
  • Report on their productivity
  • Line manage individual volunteers, which will involve holding 121s and helping maintain their motivation
  • Assist with volunteer recruitment
  • Play a big role in inducting volunteers into the team, to ensure they can work to the best of their ability and take on needed tasks successfully

To apply, email carly@hattyblue.co.uk with your CV and a cover letter.