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 with your CV and a cover letter.