giffgaff - Work From Home Educators

  • Overview:
    • Who we are
       
      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 and every 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.
       
      The Role and the Team
       
      We’re looking for a work-from- home community coordinator or ‘Educator’ as we like to call the job
      to join our pioneering Community Team and bring with them a strong sense of ownership of
      completing tasks, an amazing proactive attitude and a passion for providing an outstanding member
      experience. We are looking for someone willing to work flexible hours with a primary focus on
      weekends and evenings to help cover the main operating hours of the community, 7 days a week. An
      Educator is often the first person from giffgaff that our members meet online and so we’re looking
      for people who love to make a brilliant first impression.
       
      Responsibilities:
       
      1. Educate (not moderate) members on the way we work and how we expect people to
      communicate with each other
      2. Build relationships with our members through daily interactions
      3. Regular reporting on member activity and issues
      4. Liaise with and identify and raise account related issues to our internal Customer Service
      department
      5. Swiftly and appropriately deal and communicate with our members when outages, unstable
      or abusive behaviour occur
      6. Mediate in disagreements, handle general disruptive behaviour within the community and
      demonstrate an ability to identify and action when forum housekeeping needs to be done
      7. Monitor trends and potential service issues in the community
      8. Action all User Generated Content according to the community guidelines, liaising with the
      rest of the team where required
      9. Work as a part of a team to share work and results with the rest of the Community Team
      and other work at home Educators
       
      Experience
       
      1. Friendly, diplomatic, cool under pressure and fantastic interpersonal skills
      2. Excellent written communication skills – a natural online communicator
      3. Demonstrated ability to work well within a team, ideally remotely and willing to work
      flexible hours (including weekends)
       
      Three desirable skills or qualities
       
      1. Demonstrable interest in online communities (knowledge of and participation in)
      2. Customer service experience – interacting with customers or clients directly
      3. Strong organisational and prioritisation skills
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