About the role & the Team

The community help team sits at the very core of our innovative member support system by leading and looking after our helper’s community. They collaborate and align with key stakeholders both internally and externally to deliver cutting edge projects that will ultimately positively transform the way in which giffgaff offers support. The community help specialist builds relationships and guides our helpers to be the best version of themselves.

Alongside other members of the community team, the community help specialist is an advocate and representative of the giffgaff values both internally and externally.

Key Responsibilities

• Support in delivering the community help strategy by working on projects that grow our helpers' community and deliver on our Run by you promise
• Build and maintain relationships with our most engaged members and grow the helper’s micro-community on giffgaff
• Keep our helpers informed of any business-related changes and ensure that they’re kept at the heart of giffgaff’s support system
• Create engaging content that will provide our helpers with the knowledge they need to support members seeking help
• Manage conversations with our helpers in the public forum and private groups
• Collate feedback, highlight it to the relevant product team and act as a subject matter expert for the rest of the business when it comes to any helper impacting projects and initiatives.

What We Need from You:

Essential Skills:

• Comfortable with managing online communities with the ability to lead and influence groups to deliver projects that add value back into the community
• Ability to communicate in a constructive manner, listen, make people feel heard along with an interest in the well-being of others
• Passion for delivering industry-leading member experience
• Creative, diplomatic, cool under pressure