Community Support Coordinator

Code First Girls; Greater London; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

20 days annual leave + public holidays

16 weeks full pay parental leave

Flexible working hours

Opportunity to work from abroad

Free CFG education courses after 6 months

6% matched pension

Mental health support

Weekly L&D hour

Job summary

A tech organization promoting inclusivity is seeking a Coordinator to join their Community Support function in Greater London. The role involves managing tickets, supporting learners, and improving internal processes with a strong focus on community engagement. Candidates should demonstrate proactive problem-solving skills and a detail-oriented mindset. This is a unique opportunity to contribute to a mission driven by closing the gender gap in tech and fostering diversity within the community.

Qualifications

• Demonstrate a strong commitment to supporting learners and our community members.
• Proactive – answering queries requires being proactive in finding the answers.
• Strong attention to detail needed in managing tickets and updating resources.
• Commitment to an inclusive, safe learning environment.

Responsibilities

• Manage incoming tickets and address safeguarding-related queries.
• Work on process improvement initiatives using AI.
• Engage with stakeholders in strategic squad meetings.

Skills

Customer/community focused

Strong attention to detail

Proactive problem-solving

Great communication skills

Job description

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

Please submit your application by 11.59pm on Monday 23rd February.

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.

• Demonstrate a strong commitment to supporting learners and our community members
• Proactive – answering queries requires being proactive in finding the answers
• Customer/community focused
• Strong attention to detail

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.
• 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:

• 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.
• Parental leave: 16 weeks full pay for the primary caregiver, 6 weeks full pay for the secondary caregiver. Phased return to the office for the primary caregiver (work for 4 days at full pay for 2 months).
• Flexible working: Our standard working hours are 9.30am - 5.30pm, but we offer flexibility to fit your work around your life.
• Work from Abroad: Opportunity to work from abroad for up to 90 days a year.
• Free CFG education: After working at CFG for 6 months you are able to enroll on one of our Tech Accelerator courses.
• 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, first month paid, 2nd month unpaid is available.
• Mental health support: Free access to Spill, which offers employees free workplace support therapy sessions.
• L&D: A weekly dedicated Learning and Development hour and budget

Why join us?

At Code First Girls, you will lead impactful initiatives that empower women and underrepresented groups 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.