Position Outline
- Location: Remote. Must be eligible to work in the UK.
- Duration: Permanent
- Hours: Full time 40 hours per week. Cool Farm supports flexible working arrangements.
- Pay: £30,000- £33,000 FTE (depending on experience)
- Application Deadline: 8am BST, Friday 3rd July 2026
Position Overview
We are seeking a talented and motivated individual to join our team as a Membership Services Officer. Reporting to the Membership and Commercial Development Manager you will support the day‑to‑day experience of Cool Farm members and platform users. You will respond to member enquiries, provide helpful information, and ensure users feel supported and welcomed into the Alliance.
Working closely with colleagues across the Community Development team, you will assist with new member onboarding, help maintain accurate member records, and provide basic guidance on using the Cool Farm Platform. This role is essential to ensuring members have a smooth and positive experience when interacting with Cool Farm resources.
As this is a remote position, please ensure you have a quiet and private workspace with strong and reliable internet access for the duration of your desk hours.
Key Responsibilities
Membership Support
- Maintain accurate and up‑to‑date member records in the CRM system.
- Manage routine help‑desk enquiries, apply existing response templates appropriately, and provide basic explanations of Cool Farm Platform functions and pathways with a professional approach to customer service.
- Escalate technical questions or complex issues to the relevant Cool Farm colleagues.
- Account management support for prospective, new, and existing members, for example help guide new members through the onboarding process to ensure they feel welcomed and informed.
Member Engagement & Insights
- Help identify recurring questions, challenges or support needs and flag them to the Membership and Commercial Development Manager and Pathway Managers.
- Support monitoring of membership activity, helping to identify members who may need additional engagement.
- Collect feedback, simple stories and observations from members to help the Communications team with content.
Training & Capacity Building
- Assist the Training and Consulting team with coordination of training sessions and webinars.
- Support new member induction activities, helping them understand available tools and resources.
- Help maintain FAQs, guides and support materials on the Members Hub and Knowledge Base.
- Contribute to Cool Farm’s Equity, Diversity & Inclusion practices through inclusive and respectful member support.
Skills & Experience
- 1-3 years in customer support or account management.
- A reliable and collaborative team player.
- Experience in customer service or technical/user support.
- Strong organisational skills and attention to detail.
- Good written and verbal communication skills (English).
- Comfortable using CRM systems, e.g. Zoho, and standard digital tools, e.g. MS Suite.
- Ability to manage time effectively and respond to enquiries independently.
- Interest in sustainability, agriculture or food systems.
- Comfortable managing multiple priorities and meeting deadlines.
- Experience in Science Communications or how to turn complex and technical information into simple explanations and insights.
- Flexible and proactive approach, with willingness to work occasional evenings or weekends during events. Time off in lieu is offered for all hours worked outside usual office hours.
Desirable:
Whilst experience in the following would be beneficial, they are not essential. So, if you don’t have all of them, please apply or contact us to discuss the role.
We are looking for keen team players, with a can-do attitude and a desire to learn. We will support you to get up to speed in these areas, if you are a good fit for the role and our team.
- Business proficiency in another European language.
- Familiarity with Jira, Confluence, Zoho One including, Desk, Forms, Survey and CRM (or other similar platforms) (training will be provided).
- Interest or experience working in environmental sustainability.
Application Process
- Interested candidates should continue with this application form. Deadline is Friday 3rd July at 8am
- Two people will read the applications
- We aim for the interviews to take place mid-July with an August/September start date (depending on notice period).
- Interviews will be virtual and approximately 1 hour long. We will send the main questions before the interview so candidates can prepare.
- We will offer those at interview stage to have an informal 30-minute chat with our current Senior Membership Support & Training Officer to learn more about the role and Cool Farm.
We are striving to make this application process as accessible as possible. In the interest of accommodating diverse backgrounds and abilities, if you require any accommodations or assistance during the application process, please don’t hesitate to reach out to us. Additionally, as we would like to assess your writing skills, this application is written-based.
You must have the Right to Work in the UK, we are not registered with the Home Office as a licenced sponsor and therefore cannot support work visa applications.
For more information about Cool Farm, please see our website https://coolfarm.org/ or contact us recruitment@coolfarm.org.
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