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  • London
  • fulltime

FutureLearn’s Community Team help our learners to use FutureLearn, and help other teams understand our learners.

We do this by resolving user support queries and capturing feedback usefully so it can be analysed. We then use our insight into how our learners think and feel about using FutureLearn to help improve the experience for learners.

As a Community Advocate, you will work across FutureLearn’s teams to support and champion our growing community of learners, so that they get the best experience possible.

You will spend some time every day resolving user queries. This will enable you to represent the voice, concerns and motivations of learners to the people in the company who are making decisions that directly impact their experience: whether it’s a new product feature, a marketing campaign, or a client with specific requirements.

Depending on skills, there is also potential for this role to deputise for the Head of Community in overseeing moderation on FutureLearn and to develop capabilities in this area.


KEY RESPONSIBILITIES

  • Answer incoming enquiries from our community via Zendesk, our helpdesk software; resolve their problems swiftly and with care
  • Identify, document and escalate bugs and technical issues swiftly on the rare occasions they occur
  • Connect the Community Team to other parts of the business, being the voice of our learners and identifying what types of insight would be most useful - you’ll be working closely with a couple of product teams to be their primary source of knowledge on community issues
  • Help transform other teams to think in a community-focussed way
  • Analyse and share key trends with Product Managers and other members of staff across the company to ensure we are always listening to our community and making the improvements that they need
  • Provide ad-hoc analysis of feedback and be the voice of our community in product workshops and meetings so that new features and changes land flawlessly
  • Contribute to our Knowledge Base, FAQs, community forums and other content so that learners are increasingly self-sufficient in resolving their problems
  • Depending on skills, supporting the Head of Community in making day-to-day moderation decisions, and responding to urgent incidents

Requirements

  • Excellent written and spoken English - good communication skills with a range of people
  • Experience supporting, speaking to or caring for customers or users - this could be anything from front of house or retail to experience on a digital helpdesk or in a call centre
  • Ability to advocate for a particular point of view or group of people, without losing sight of the bigger picture or needs of other stakeholders
  • A passion for listening to communities and taking on board their ideas
  • Great problem solving and conflict resolution skills


You will ideally also have:

  • Experience or passion for managing an online community, including moderation - this can include personal projects like a Facebook Group or Reddit community
  • Experience writing FAQs or product documentation for public use
  • Interest in or experience of higher education and/or studying online
  • Hands-on experience of Zendesk or similar helpdesk software
  • Good written Spanish, French, German or Arabic is desirable

Benefits

  • 28 days holiday (plus 8 days public holiday)
  • Buy & sell up to 5 days holiday
  • Charity day (volunteer for a charity of your choice)
  • Cycle to work scheme
  • Season Ticket loan
  • Flexible working environment/hours
  • Pension (4% employer / employee contribution)
  • Great coffee, teas, fruit and daily breakfast
  • Perkbox
  • Westfield Healthcare Cash Plan
  • Calm Premium App


ABOUT FUTURELEARN

FutureLearn is a leading social learning platform formed in December 2012 by The Open University and is now jointly owned by The Open University and The SEEK Group. FutureLearn has over 10 million people signed up worldwide. FutureLearn uses design, technology and partnerships to create enjoyable, credible and flexible short online courses, microcredentials, as well as undergraduate and postgraduate degrees that improve working lives. It partners with over a quarter of the world’s top universities, as well as organisations such as Accenture, the British Council, CIPD, Raspberry Pi and Health Education England (HEE). It’s also involved in government-backed initiatives to address skills gaps such as The Institute of Coding and the National Centre for Computing Education.


APPLICATIONS
Please use our online form by pressing 'Apply for this job' below, including your CV and a cover letter telling us why you'd like to come work with us.

Please note this role will be a remote role whilst FutureLearn's office is closed.

RECRUITMENT PROCESS
Please contact jobs@futurelearn.com if you require any reasonable adjustments or alterations to be made, to support you through the recruitment process.

FutureLearn is committed to safeguarding and promoting the welfare of children and vulnerable adults, who you may communicate with as part of your role. All candidates must undertake or have undertaken a valid Standard Disclosure and Barring Service (DBS) check upon offer stage. Full assistance will be provided.

DIVERSITY STATEMENT
We value all the great benefits that diversity brings and encourage everyone to bring their whole self at work, regardless of gender, religion, ethnicity, sexual orientation, age or disability.

COVID19
We encourage people who have been made redundant as a result of COVID-19 to apply for opportunities at FutureLearn. We believe that in these difficult times, good employers have to rise to the occasion and play their part in the community. At FutureLearn, we take care of each other.

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