Community Support Coordinator

ROLE: We are seeking a Coordinator to join the Community Support function within the Programmes & Product team.

ABOUT YOU & THE ROLE
As a Coordinator in the Community Support function, you’ll play a key role in ensuring that our learners and wider community feel supported through their applications to our programmes and while on our courses. You'll be the first port of call for support, helping us maintain a safe, responsive, and inclusive environment.

You will be working closely with another Coordinator in the team and collaboration will be crucial. You’ll be someone who loves helping others, enjoys solving problems, and pays close attention to detail. Whether you're answering support tickets, updating resources, or improving our internal processes, you’ll bring a proactive attitude and a genuine desire to make things better for our community.

We are at an exciting turning point of using AI to automate certain Community Support processes and workflows, so if this excites you, you’re organised, a great communicator, and excited by our mission to close the gender gap in tech, we’d love to hear from you. You don’t need to know everything already, we’re here to support your growth. 

Key skills:

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  • Passionate about helping our community
  
  
  • A clear communicator
  
  
  • Proactive - answering queries requires being proactive in finding the answers
  
  
  • Customer/community focused
  
  
  • Excellent written communication
  
  
  • Strong attention to detail
  
  
  • Strong collaborative skills
    
    
  
  
  
  

SOME THINGS YOU’LL BE WORKING ON

• Support & Ticket Management:
  
  
  
  • Manage incoming tickets, particularly from support/programmes inboxes, in line with set Service Level Agreements (SLAs).
  
  
  • Address safeguarding-related queries/escalations.
  
  
  
  


• Help Centre & Documentation:
  
  
  
  • Regularly update and maintain Help Centre articles and internal documentation.
  
  
  
  


• Process Improvement:
  
  
  
  • Work alongside the team to review and refine internal processes, which may include being part of our project to use AI to improve community support responses and decrease ticket waiting time.
  
  
  
  


• Stakeholder Engagement:
  
  
  
  • (From Month 2 onwards) Potential to attend strategic squad meetings.
  
  
  
  

BENEFITS:

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  • L&D: A weekly dedicated Learning and Development hour and budget
  
  
  • Annual leave: 20 days + 7 days over Christmas + 1 Special Occasion Day (+ 8 bank holiday days). Optional: Buy or sell 3 days of holiday, 1 giving back day, option to work 2 days over the festive period and get additional days back.
  
  
  • Flexible working: We have the opportunity to work from abroad for up to 90 days a year.
  
  
  • Free CFGdegree education: After working at CFG for 6 months, you can take our 16-week CFGdegree, worth £10,000 of education!
  
  
  • 6% matched pension: CFG will match your pension contribution up to 6%
  
  
  • Length of service: After 3 years, you get an extra day of annual leave, 2 extra days at 4 years and 3 extra days at 5 years (and 5+ years). After 5 years, a 2-month sabbatical is available with the first month paid and the 2nd month unpaid.
  
  
  • Mental health support: Free access to Spill, which offers employees free workplace support therapy sessions.
  
  
  
  

Why join us? At Code First Girls, you will lead impactful initiatives that empower women in technology. Join a passionate team committed to making a difference, and play a crucial role in shaping the future of our organisation and the industry at large.

Inclusivity & Equal Opportunities
We are committed to attracting and recruiting diverse candidates as the CFG team continues to grow.