The Community Support and Insight (CSI) Team puts the 38 Degrees community of supporters in focus, by listening to and understanding their views, priorities and experiences, so that 38 Degrees can better reach and mobilise a powerful, broad community to create change and tell a compelling, story about the fairer, more respectful and sustainable country we want to become.
We lead on representing the views and real life experiences of our audiences so that supporters can be front and centre of our campaigns, and we deeply understand who is part of our community - bringing data that makes our campaigns more impactful and supporter-driven, and ensuring campaigns better resonate with our broad, representative community and beyond. We amplify these findings for use internally and externally.
The CSI Officer, reporting to the Head of CSI, delivers a full-range of activities, from providing a high quality service and experience to 38 Degrees' community of supporters and stakeholders, to collecting and reporting on relevant data and information and providing analysis of what we hear from the community of supporters and target audiences
The Officer role is responsible for making recommendations that contribute to ongoing CSI analysis and campaign decisions, using a variety of data points and channels, supporting the wider team to utilise community insights to make 38 Degrees more impactful and engaging, and to empower the 38 Degrees community. The role is also responsible for implementing relevant recommendations when required.
This job describes the role of the Community Support and Insight Officer. The 38 Degrees team works in a culture of togetherness and passion for our issues and determination to win, so from time to time, the team will be expected to perform activities outside of their normal role.
All 38 Degrees staff should have a deep commitment to our mission of empowering our supporters to win campaigns on the issues they care most about.
DUTIES AND RESPONSIBILITIES:
MANAGE INTEGRATED PROCESSES
Analyse and report on CSI data, in line with 38 Degrees' data handling and security guidelines, in support of campaign design and delivery as well as data-driven strategic decision-making.
Responsible for resolving queries from a variety of communication channels from our community of supporters and the public,while consistently meeting agreed response timelines and overseeing the timely resolution of urgent queries.
Provide high quality service standards and supporter experience, based on established guidelines. Continue to develop, update, and implement these guidelines and best practices, and lead relevant staff training.
Contribute to maintaining a culture that understands the priorities and experiences of the 38 Degrees community of supporters whilst challenging the perspectives of the wider team.
Advise cross functional teams on community insights by utilising all available data sources and channels to understand our community of supporters and target audiences
Bring timely analysis and recommendations to relevant teams from insights on a regular basis, which support the implementation of change and improves our campaigns and communities experience, and puts supporters front and centre
Identify issues which promote/impede delivery of information critical to campaigns and supporter engagement activities and work to swiftly resolve these
Create a range of work products to support and deliver on CSI and campaign priorities including content creation
Proactively identify gaps that may affect our community or service, and collaboratively deliver agreed projects to ensure the views of supporters and our target audience is heard and embedded.
Proactively support and guide petition starters to run their campaigns, and moderate, scope and share incoming campaigns with the CBY team, and then work closely with them to decide next steps, ensuring petition starters have consistent support and CSI better understand our community
Collaboratively create work products, including questionnaires, and utilise other research methods, to enable 38 Degrees to deeply understand its community and their lived experiences and put real lives front and centre
Anticipate operational and systematic issues affecting timely delivery of information and CSI services to sustain continuity in the provision of the CSI service.
Contribute to evaluating and improving 38 Degrees services to represent our communities perspectives, including testing as needed.
Deliver insights which can be integrated with the priorities and work of the campaigns team.
TARGET SKILLS PROFILE
Demonstrable significant experience of gathering information and providing recommendations based on insights and data, particularly qualitative data, and of delivering high quality support to stakeholders ensuring consistency in quality and conformity with CSI standards, and establishing ongoing guidelines / best practice.
Understand the priorities of 38 Degrees' supporters and target audiences, and make recommendations about how to better serve them.
Deliver timely production of CSI deliverables, including weekly/monthly reporting, qualitative research, training/briefing sessions on service processes and outputs working collaboratively with colleagues.
Significant demonstrated skill in developing and sharing best practice.
Advise cross functional team members on how to effectively engage with our community of supporters and identify opportunities for further engagement and how to embed.
Deliver an excellent service to our community of supporters and target audiences, ensuring they have an excellent experience of the CSI service. Engage with stakeholders to improve supporter services.
Demonstrable significant experience of planning, evaluating, and delivering processes, producing recommendations, qualitative research/analysis, and providing excellent support services,
Complete projects, research, share/embed information and feedback and respond to supporter queries in a timely manner to ensure service standards are maintained.
Identify/implement/recommend improvements and enhancements to processes which improve team consistency, delivery, and quality.
TARGETED SPECIALISED KNOWLEDGE
Significant experience in delivering a high quality support service to stakeholders, research, analysis and reporting on data from stakeholder engagement to inform organisational decision making.
Significant experience in the use of CRM tools and databases.
The client requests no contact from agencies or media sales.