giffgaff is a little different to your `normal` telecoms company. It`s a mobile business owned by Telefonica, but run by its members. Sounds interesting? It is. 

giffgaff is a fast growing mobile network. Our business model is unique - we take a highly collaborative approach with our members who help (and are rewarded for helping) across all areas of the business. Our vibrant online community, online platform and immense value proposition are key to our success. We do not have a retail footprint or expensive call centres, so we can pass these savings straight on to our members in a way that no other telecoms business does.

As a lean organisation, our team is built of people who are multi-skilled, highly motivated and flexible - if that sounds you like you we`d love to hear from you.

Location(s):  Uxbridge

About the Team

giffgaff is a little different to your ‘normal’ telecoms company. It’s a mobile business owned by Telefonica but is run by its members. Sounds interesting? It is. We want people to love what they do and love what giffgaff is all about. It’s important to feel that way, especially in this energetic and competitive market. Us folk at giffgaff are a spirited and disruptive bunch, not every now and then but every day, yes, even on Monday mornings. Each person, who comes and works at giffgaff must believe that we are a David amongst Goliaths in Mobile land. And much like David, we are successfully making a positive change.

About the role

We’re looking for the right person to join our Community Team to help us ensure that members’ interests are represented will within the business. The successful applicant will liaise directly with giffgaff’s members and build personal relationships with them to help them ideate, innovate, and give feedback to giffgaff to help improve its offering. They will also work directly with teams within the company to make sure those views are heard by the people who make those changes directly.

Key Responsibilities

• Be the community representative within the business, bringing our members voices to life and ensuring that giffgaff maintains its position as a provider that does right by its members.
• Be an active and visible member of the giffgaff community, getting to know our members and building trusting relationships with our community.
• Ensure our members are being kept in the loop with changes by creating and managing announcements for any changes to giffgaff’s propositions and services.
• Work with our Product and Marketing teams to understand future projects, spot opportunities for involving our members and help deliver those projects from a community perspective.
• Help manage and improve the sentiment of giffgaff members by creating new ways to deliver on our ‘run by you’ promise and sharing our members’ ideas and feedback with the rest of the business.
• Alongside other senior members of the team be an escalation point for the community educators and ensure they have all the knowledge and guidance they need to successfully manage various conversations on the community.
• Help define and track success metrics that showcase value and regularly report on them to the team and relevant stakeholders.
• Support the community team in times of crisis to ensure the best possible outcome for the community.
• Use your skills, knowledge, and experience to help improve our practices and processes as well as the development and growth of community specialists and educators.

What We Need from You:

Essential Skills:

• Excited about building relationships with our members and knowing more about their needs, wants and expectations.
• Community management and/or communications experience
• Passion for industry-leading, member-driven products and experiences
• Fast learner, curious and self-starter, comfortable delivering projects alone or with the team
• Ability to juggle a wide range of activities, prioritise workload and deal with conflicting demands
• Fantastic interpersonal skills with the ability to influence as well as confident in dealing with people at all levels
• Great communicator, confident with presentations and running meetings.
• Creative, diplomatic, cool under pressure

We’ll be sending you emails about the status of your application. To make sure you receive these, please add @O2.com and @telefonica.com to your Safe Senders list.

We’re looking to pay a great compensation package (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.  

Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus. 

We also believe a great work-life balance is important, so we’re open to considering candidates who are looking for flexible working arrangements. Like to know more, feel free to raise it.  

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places.