Department: Community Team
Reporting to: Head of Community
Type of Contract: Permanent
Working Pattern: Full time / 4 day week / 9 day fortnight / as agreed
Location: Camden Town, London.
This is not a remote working position, and you must have the right to work in the UK.
FutureLearn is transforming access to education and is one of the world’s largest social learning platforms.
Based in London’s Camden Town, we offer online courses, programs and degrees run by over 100 leading universities from around the world including UCL, University of California Berkeley, University of Edinburgh, University of Melbourne, King’s College London, Purdue University and University of Groningen. We also work offer online courses from specialist education providers including CIPD, UNESCO and the Raspberry PI foundation.
Our vision is a global community, where everyone learns together and enjoys access to the education they need to transform their lives. Our award-winning platform helps by provoking conversation around the course material, so that learners and educators learn as much from each other as from the material itself
Since our launch in September 2013, we’ve run hundreds of courses that have attracted over 7.5 million learners from all over the world and we've seen over 19 million enrolments on our open online courses and are now working with our partners to pioneer a more modular and accessible approach to studying full degrees.
We are continuing our expansion as we make this journey from offering short online courses, through micro credentials to full online degrees and working with employers and governments to reduce skills gaps. The pace of this change is reflected in extremely rapid growth of our revenues.
ABOUT THE ROLE
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 Community Advocate, you will work together with our Community Advocacy Lead 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.
- 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
- 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 a bonus
- £28,000 - £32,000 depending on experience
- 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)
- OU Staff Fee Course Waiver Programme
- Great coffee, teas, fruit and daily breakfast
Please submit a CV and cover letter. On your cover letter please clearly explain how you meet the essential skills and experience criteria mentioned in the requirements specification section of the job description. This will help us determine your fit for the role and increase your application's chances of success.
Candidates brought through to interview stage will also be asked to complete a short written task.
The closing date for application is on 23rd of June at midnight UK time.
Please contact [email protected] if you require any reasonable adjustments or alterations to be made, to support you through the recruitment process.
FutureLearn is an equal opportunities organisation who value diversity, promote equality and challenge discrimination. We are especially keen to encourage applications from people currently under-represented, including those from the LGBT+ community, neurodiverse people, people with disabilities, and those from a Black, Asian or Minority Ethnic background.
We value diversity at FutureLearn, and we do not discriminate on the basis of race, religion or belief, gender, sexual orientation, gender assignment, age, pregnancy, maternity and paternity status, or disability status, marital and civil partnership status.