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Cool Farm • Remote

Cool Farm Member Services Officer

Employment type:  Full time
Salary:  £30,000 – £33,000 per annum
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Job Description


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.


    About the team

    This role reports to the Brand and Communications 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 Platform. It is host to some world-class expertise in the areas of science and methodology for agricultural GHG emissions, removals and biodiversity impact.

    What we offer

    Training will be provided to help you get up to speed on any areas that you are less familiar with. We are a friendly team and love helping people to hone their skills and realise their potential. The most important thing is to come with a desire to learn and grow and help others to do the same.

    We actively invite applications from individuals represented by the criteria for broader participation outlined below, reflecting our dedication to enhancing diversity and inclusion and expanding opportunities in sustainability and environmental technical careers.

    • Individuals from ethnic groups that are underrepresented.
    • Individuals with care experience.
    • Individuals who have been recognised as refugees in the UK.
    • Individuals estranged from both of their primary caregivers (for example, both parents or carers).
    • Individuals who were eligible for the 16-19 Bursary/Pupil Premium and/or those who received Free School Meals.
    • Young carers, who are the main caregiver for a parent or sibling.
    • Individuals who have faced disruptions in their education due to factors such as health issues, family circumstances, or homelessness.

    As this role can be partly remote, the position can be adapted to your requirements for example allowing flexible hours, or to be mainly based working from home. We aim to create flexibility in the role to suit our colleagues' needs.
    Equity, Diversity & InclusionThe 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.We are aware that women and people from different minority backgrounds will often only apply for jobs where they meet 100% of the listed qualifications (Source: 

    Apply now

    Company benefits

    L&D budget
    Open to part-time employees
    Personal development budgets
    Teambuilding days
    Time off in-lieu
    Bank holiday swaps
    Shared parental leave
    Work from home budget
    Enhanced pension match/contribution
    Compassionate leave
    Mental health platform access
    Learning license

    Working at Cool Farm

    Company employees:

    15 Permanent Staff | 3 Sub-Contractors

    Gender diversity (m:f):

    40:60

    Hiring in countries

    United Kingdom

    Office Locations

    Awards & Accreditations

    Most Mission Driven Company

    Top 10 - Most Mission Driven Company

    Flexa awards 2026
    Pet Friendly

    Pet Friendly

    Flexa awards 2025
    Most Mission Driven Company

    Most Mission Driven Company

    Flexa awards 2025
    Most Flexible Company

    Most Flexible Company

    Flexa awards 2025
    Emerging companies

    Emerging companies

    Flexa100 2024

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    ). If this is the role for you and you meet many, but not all, of our asks we still want to hear from you.


    Application Process
    • Interested candidates should continue with this application form. Deadline is Friday 3rd July at 8am
    • Two people will read the anonymised application questions only and shortlist candidates. Shortlisted candidates will receive a virtual skills test and as a next step get invited to an interview. Only at this stage will we review their CVs.
    • 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.

    Join us in making a difference in the world of sustainable farming!

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