Community Coordinator - FTC

Be the voice of Ffern for our customers. As a Community Coordinator, you'll deliver the Ffern experience at every touchpoint - resolving customer queries quickly, accurately and with the warmth and personality that defines the brand. We're adding multiple roles to cover our busiest stretch, from mid November into early February, and we need people for about 20 hours a week (although we can be flexible on this) and ideally to cover evenings and weekends. What you'll need - Experience with online customer service or customer interaction. - Clear, well-structured writing in a warm, on-brand tone. - Experience with a ticket management platform, such as Gorgias or Zendesk, is ideal but not essential. - Right to work in the UK, and registered as a UK taxpayer. - Your own laptop that you can use for this work. - Available for about 20 hours per week and across evenings and weekends is ideal, but we are open to what you are looking for and part of the application form will give you the chance to tell us what works best for you. What you'll do - Answer customer emails and contact-form queries in Gorgias, to a high standard of speed, accuracy and brand voice. - Work through inbound messages, using appropriate templates and completing any necessary actions in our internal dashboard tool. - Tag customer feedback consistently so it can feed our reporting. - Hit daily targets for response time, ticket volume and customer satisfaction. - Escalate complex or sensitive issues with clear conte