We’re hiring: Cool Farm Member Service Officer

Join the Cool Farm team as a Member Services Officer, the first point of contact for our diverse membership community. Your passion for agriculture and sustainability, coupled with effective communication skills, will contribute to a positive experience for our members and users in a dynamic environment.

Company description:

The Cool Farm Alliance (CFA) is a science-led, not-for-profit membership organisation that owns, manages and improves the Cool Farm Tool (CFT), which is used to measure on-farm environmental sustainability.
Usage of both the CFT and membership of the CFA has grown rapidly, establishing itself as a globally leading quantification tool and platform.

As the momentum for sustainability grows amongst the world’s leading food and beverage companies, an increasing number of CFA members are stepping into strategies that incorporate regenerative agriculture to help deliver their net zero and broader sustainability goals.

The CFA is now looking for a Member Services Officer who is passionate about climate change and sustainability impacts, and who is motivated to grow with us and support our continued success for the long run. The role will focus on supporting member enquiries, liaising with the Cool Farm Secretariat and maintaining customer relationship management records and systems. This role will require exceptional attention to detail, strong customer orientation with a learning mindset to understand our member needs and the technical details of our tools and processes.

If you have a background in science or technical customer support, are personable, organised and a solid work ethic, we would love to hear from you.

The role:

We are looking for a Member Services Officer to join the Cool Farm team. You will be responsible for responding to queries in a professional manner. With a broad range of different stakeholders forming the membership you must be comfortable working in a dynamic environment responding to queries from prospective members, members and users, and developing support processes and resources to meet the needs of a steadily growing Alliance. As a Member Services Officer, you will be the first point of contact for our members and users, assisting them with their inquiries and issues. Your ability to communicate effectively, both verbally and in writing, will be essential in providing a positive experience for our members and users. The ideal candidate will have a passion for agriculture and sustainability and a desire to work in and contribute to a close-knit highly motivated staff. The role requires eagerness to learn, coordinate and efficiently communicate information around the Alliance, the Cool Farm Tool and the science and methods on which it is based.

Responsibilities

The Member Services Officer will lead our response to member enquiries, understand their needs and liaise and collaborate with the broader Cool Farm team to ensure timely and accurate responses to their queries. Responsibilities include:

  • Provide exceptional customer service to members and users – respond to inquiries in a professional and courteous manner.
  • Control the helpdesk: respond to standard enquiries, update response templates, and triage technical queries and escalate as support required to the appropriate Cool Farm staff.
  • Provide basic product and methods support and explain CFT functionalities to members and users.
  • Present the Cool Farm Alliance values, ethos and opportunities to prospective members and external institutions.
  • Work closely with the Membership Manager.
  • Guide new members and partners through recruitment and onboarding.
  • Liaise with the Training and Consulting Manager to identify, develop FAQs and guidance notes for our training and information sites – The Learning Portal and Knowledge Base.
  • Manage and maintain member records in our Customer Relationship Management system.
  • Gather stories, information and insights from members to create content for the Communications
  • Manager and to inform development needs of CFA products and services.

Over time the role may grow and develop to include account management of specific members and pick up more project responsibilities in order to strengthen member engagement and value to the community.

Essential requirements

  • Passion for working towards sustainable agriculture and food systems in multi-stakeholder environments.
  • 3+ years’ experience in technical customer support or account management.
  • Undergraduate degree.
  • Excellent organisational and interpersonal skills.
  • Proficient in data entry and computer skills
  • Eye for detail, strong in gathering requirements and meeting deadlines.
  • Outstanding written and verbal communication skills (English).
  • Ability to work independently and connect with a purpose driven virtual team.
  • Experience with CRM systems.

Desirable

  • Experience working in environmental sustainability.
  • Business proficiency in other European languages.
  • Experience working in topic related areas such as carbon quantification, agriculture, industry alliances or FMCG food & beverage sector.

Selection Process:

We appreciate your interest in joining our team, and we are eager to learn more about you. To assist us in assessing your application, we kindly request that you submit your application through Indeed by Wednesday 13th December 2023 and complete the on-line assessments as well as provide your Curriculum Vitae (CV). Successful candidates will be invited to an on-line interview. Please submit your application here.

General Information:

Remuneration
The salary range for this role is £25,000 – £35,000 FTE, pro-rata for three days a week, subject to experience.

Working arrangements

The Cool Farm is a virtual organisation, and the role is home based. It is desirable that the candidate is located in the UK, and have the option for international travel as much as 3 times a year.

Working hours

This is a part-time, employed position, of 0.6 FTE, however we offer flexibility for the individual to choose patterns of work to suit their lifestyle and commitments. Expected hours: 24 hours per week.

Benefits:

  • Company pension
  • Flexitime
  • Sick pay
  • Work from home

Schedule:

  • Flexitime
  • Holidays
  • Monday to Friday
  • No weekends

Education:

  • Diploma of Higher Education (preferred)

Experience:

  • Customer service: 3 years (preferred)

Work Location: Remote

About the team

This role reports to the Membership Manager. The Cool Farm secretariat is a small team based around the world who lead the Alliance, provide service, and support to our members and maintain the development of the Cool Farm Tool. It is host to some world-class expertise in the areas of science and methodology for agricultural GHG emissions, removals and biodiversity impact.

Equity, Diversity & Inclusion

The Cool Farm Alliance is dedicated to fostering a culture of Equity, Diversity, and Inclusion (EDI). We believe that diverse perspectives, backgrounds, and experiences enrich our workplace and drive innovation. We seek candidates from all backgrounds and believe that diversity fuels innovation and that every team member’s contribution is essential to our success. Our workplace fosters inclusion, open dialogue, and equal opportunities for all team members.

We are on a journey to dismantle bias and barriers to ensure that everyone has an equal chance to thrive within our organisation. Join us, to create a diverse and inclusive workplace where every voice is valued and respected. The Cool Farm Alliance is an equal opportunity employer, and we encourage candidates of all backgrounds to apply.

About the Cool Farm Tool

The CFT is an online agricultural sustainability tool and currently services some 30,000 users across 150 countries.

The CFT consists of multiple environmental impact quantification modules including greenhouse gas emissions, water, biodiversity, and food loss and waste. These modules are available for environmental evaluation of multiple crop and livestock types and species to empower our members and users to adopt regenerative agriculture at scale.

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