
Cool Farm Member Services Officer
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:
Company benefits
Working at Cool Farm
Company employees:
Gender diversity (m:f):
Hiring in countries
United Kingdom
Office Locations
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