ISEAL is looking for an enthusiastic, customer-focused individual with a passion for sustainability to support our diverse global community of members and help them get the most from their engagement with ISEAL. This is a varied role that includes event coordination, member communications, and community building in both online and in person settings.

ISEAL´s membership has been growing rapidly and the Membership team delivers high-quality programming for member organisations, helping staff from across ISEAL’s membership access the opportunities and resources on offer.  The Coordinator will play a key role in delivering a consistent customer-oriented experience for members across our core activities and spaces. These include:

• Member-facing events: We run an annual programme of webinars and in-person events for our Community Members.
• Communities of Practice: our five Communities of Practice bring together member staff working on specific aspects of sustainability systems to exchange ideas and facilitate peer learning.
• The ISEAL Platform: our online membership portal provides Community Members with access to guidance and peer discussion groups.
• Communication and contact management: we use Mailchimp (mass emailing platform) and Salesforce (customer relationship management system) to ensure the right people get the right information at the right time to support their engagement with ISEAL.

Reporting to the Associate Membership Manger, the role will work with colleagues across the organisation to maintain and improve these spaces, championing a customer-centric approach. As one of the first points of contact for Community Members, this role will also support member staff to access ISEAL’s resources and activities.

To be considered for this role, you have existing experience in a customer-facing role and a clear dedication to high-quality customer service. You are friendly, empathetic, and approachable, with strong written and verbal communication skills.

Confident working with colleagues at all levels of seniority, you have excellent organisational skills and great attention to detail. You are happy to learn how to use new systems and tools. Ideally, you also have an interest in sustainability and keenness to learn about ISEAL’s work.

The key responsibilities we entrust you with

Membership engagement

• Support the preparation, delivery, and evaluation of both virtual and in-person events for ISEAL Community Members
• Coordinate activities for the Communities of Practice, organising events, moderating online groups, and working to continuously improve members’ experience of these spaces
• Communicate activities and updates to relevant ISEAL Community Members, ensuring they have the information they need to get the most from their membership
• Support member staff in accessing membership benefits, answering questions, encouraging peer-to-peer engagement, and referring enquiries to other ISEAL colleagues as appropriate
• Track and report on agreed metrics to support the ongoing improvement of member-facing spaces
• Act as the first point of contact for member enquiries, responding or referring them internally and coordinating follow-up
• Deliver administrative processes that underpin member relationship management and tracking of member engagement, including maintenance of member records within Salesforce
• Support other ISEAL teams to communicate appropriately with members through Mailchimp and the Platform groups, checking for adherence to brand guidelines
• Assist with onboarding of new members and new staff within existing members

Website support

• Act as the main point of contact with the website developers for the ISEAL Platform, communicating issues and testing fixes, while keeping track of progress on support tickets
• Provide support for colleagues in creating and maintaining high-quality content on the Platform, developing guidance and processes to help staff make the best use of the site
• Assist member staff in their use of the Platform, responding to account requests and questions
• Compile and report on usage metrics, using Google Analytics and the native Platform data

Other

• Be a collaborative and effective member of the Membership and Credibility team, liaising with colleagues at all levels across the organisation where needed
• Assist in promoting best practice in use of IT, communications and knowledge management systems within projects, and support efforts to help bring about improvements
• Provide ad hoc support to organisation-wide initiatives, if needs arise
• Additional responsibilities as assigned by supervisor

Essential attributes / skills / knowledge

• Previous experience in a role focused on customer service/communications, community building, or user experience and a genuine interest in providing exceptional customer service
• Proven organisational skills, with an ability to comfortably juggle several different tasks and deadlines at any given time
• Strong written and verbal communications skills and ability to communicate and collaborate effectively with others (via e-mail, Teams, phone and in person)
• Ability to work confidently and sensitively with a diverse global community
• Accuracy and a good eye for detail
• Ability to communicate and work effectively with cross-functional teams in a fully remote, international environment, including regular international time-zone calls
• Confidence in working with senior colleagues
• Good IT skills, including familiarity with MS Office and virtual meeting tools. A demonstrable willingness to learn new tools and systems
• Interest in online community-building and/or member engagement
• Interest in sustainability issues or in convening people around sustainability issues

Additionally desirable

• Experience setting up and supporting online and/or in-person events, including technical troubleshooting
• Experience of using Mailchimp, website content management systems, Google Analytics 4, and/or customer relationship management databases such as Salesforce
• Experience of working within a membership organisation

About ISEAL

ISEAL supports ambitious sustainability systems and their partners to tackle the world’s most pressing sustainability challenges – from the climate emergency and biodiversity crisis to human rights and persistent poverty. ISEAL Community Members include many of the most respected sustainability schemes worldwide and are active across a diverse range of sectors. 

ISEAL´s culture and how we will help you thrive

Our values are Connection, Empowerment, Inspiration, Wellbeing, Effective Working and Creativity.

These are traits we value in each other and in the organisation overall and we instil these in all our processes and interactions.

The issues we work on are of a global nature and our team reflects this, with individuals from many different backgrounds and nationalities. We know this diversity adds to the high quality of work we deliver as an organisation and through our commitment to diversity and inclusion we want to add strengths and perspectives in our team with each recruitment. Diversity for us includes race and gender identity, age, disability status, sexual orientation, religion and many other areas forming part of someone´s identity. We are proud to be an equal opportunities employer.

As an organisation, we also support our people in their personal and professional development, with specific budgets and processes enabling individuals to take advantage of growth and development opportunities.

We offer 25 days of annual leave, to which we will add a day a year after 2 years (to a maximum of 30 days), as well as an extra five days as a one off once you have been with us for a full five years.

We recognise individuals’ preferences when it comes to where and when to work through a hybrid working model with a minimum of 4 days per month in the London office as well as the opportunity to apply for flexible working arrangements to suit individual´s needs.

Other relevant information

Term: This is an initial contract of one year with the possibility of extension

Working hours: Full time, 37.5 hours per week

Salary:   £29,200 – 34,200 per annum, depending on experience

Location: London. Applicants will need to provide evidence that they are entitled to work in the UK. An ability and willingness to work in a hybrid work environment is required.

International travel: The post holder will be required to undertake occasional international travel

Ideal start date: March 2024

Click here to apply 

Specific enquiries about this role and the application process can be sent to the recruitment@isealalliance.org.

Deadline for applications is 9 January 2024

Please note that we will only contact shortlisted applicants.