Community Lead at Mypocketskill

5 months ago

Sussex, United Kingdom MyPocketSkill Full time

**London**
**Fulltime**
**₤30,000 to £35,000**

Are you someone with the abilities to coordinate an effective customer experience on our platform, to lead and develop a function at the heart of our business, working with an online community of young people, employers and households?

We’re looking for someone with great communication skills, ideas, creativity and drive to work with our user base - helping people to connect and transact successfully. You will also manage a small, but growing, team and be involved in evolving and optimising our customer-facing processes and our tech to support this. help us to connect, moderate and respond to ad-hoc questions from our user base as we continue to scale-up across the UK. The work will be challenging, but fun; you’ll work at the cutting edge of FinTech/EdTech systems and learn a huge amount.

**ABOUT US**

MyPocketSkill empowers Gen Z's to become more financially capable by matching 13-22 year olds with pocket money earning tasks and enabling them to save towards their goals. We help teens to **_Earn, Save and Learn_** about money.

We are an award-winning start-up, recently part of EY’s Fintech growth programme and recognised as a leader in digital innovation.

With us, you will have the opportunity to get involved with all aspects of customer communication, focusing on live chat, on-platform messages and moderation. You will also have the opportunity to run onboarding sessions, attend events to promote our work and work with our tech team on platform improvements.

**THE ROLE**

You will also have a role in onboarding sessions (where we coach young people after they sign-up with us)

Core responsibilities of the role include:
**Customer/User Engagement**
- Onboarding and managing new users to the platform
- Coordinating promotions / referrals
- Managing and matchmaking our platform users
- Troubleshooting problems and issues raised by users (e.g. payment or onboarding issues)
- Managing a small team of others to coordinate platform engagement and comms

**Network and Events**
- Representing MyPocketSkill in events and meetings with customers/referrers including schools & colleges, business networks and other networking opportunities

**Process improvement and innovation**
- Exploring ways of redesigning & improving our customer engagement processes
- Coordinating the use of technology to support customer onboarding / customer experience
- Liaising with tech team to highlight and resolve issues and bugs.

There will also other functions involved in the role which evolve as the team develops.

**Salary**: £30k - £35k dependent on qualifications and experience.

Core Hours: 37.5hrs/week. Days/hours by agreement (happy to accommodate working parents).

**LOCATION**
- Based in Sussex or London
- Flexible working - partly office based
- Strong social impact focus - helping young people to become financially capable
- Modern start-up culture - join at a time of rapid growth, scale-up.

**WE NEED YOU TO HAVE**
Good communication skills, excellent written English
- Fast-learner, proactive and willing to get involved in all parts of the business
- Strong attention to detail and high standards in the work you produce
- Able to use initiative and work autonomously (role is likely to be mostly home-based)
- Able to demonstrate helpful and problem-solving approach

**IT’S NICE TO HAVE**
- A degree which included elements of written work / communication
- Customer services training / qualification and experience of working with customers

**TO APPLY

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