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Community Lead at MyPocketSkill



đź“Ť London
đź“… 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, delivering social impact at scale. As our organisation grows, there is a huge potential for personal growth and being involved with strategic projects and partnerships. 

ABOUT US

MyPocketSkill empowers Gen Z's to become more financially capable by matching 13-24 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 (and soon Invest). 

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

THE ROLE

You will be involved in co-ordinating community team, helping customers who visit our platform, through online emails and live messaging with our customer base of young people, households and businesses. You will also help us to make lots of decision on the way our community build and supporting tech evolves and processes round it. 

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

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.

Network and Events

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

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

The ideal candidate will have good written English, a positive and collaborative outlook and able to act with initiative to solve problems and help out.

Salary: £30k - £35k dependent on qualifications and experience. Employment options post qualifying period. 

Core Hours: 37.5hrs/week. Days/hours by agreement. We will consider part-time basis. 

LOCATION & WORKING CULTURE

  • Based in London
  • Hybrid working – partly office based (1-2 days / week)
  • 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 are particularly good with and welcome parents (mums) returners

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 partly remote)
    • Able to demonstrate helpful and problem-solving approach
    • A degree, which included elements of written work / communication (preferred)
  • Technologically adept (we use live chat, messaging and emails)
  • Have an interest in good tech products / platforms as a user

TO APPLY

To apply, send your CV and cover letter/email to Careers.