Head of Member Support Transformation - 12 Month FTC

Full / part time : Full time – 12 month FTC

Business area : Marketing, Member Support & Community

Location : Uxbridge with flexibility to work from home

A bit about giffgaff

Do you want to join a telecoms company that’s up to good? At giffgaff we do mobile differently. We call out the bad and find a better way. We’re laser-focused on flexibility, value and mutual good.

And we’re so proud to be a certified B Corp. This means we've joined a network of more than 1,000 UK companies, who want to make a positive impact on people and the planet. Working at giffgaff is something you could be proud of too.

You’ll get the best of both worlds, the energy and fast pace of giffgaff, plus all the benefits that come with being part of our parent company, Virgin Media O2.

Our business model is unique. We work with our members (our customers) to understand their needs in all areas of the business. We love this highly collaborative approach. Over the past few years our member base has grown steadily, and we’re still going. We’re always looking to acquire new members, and to do that we need the best people in our team.

Our bright and modern gaff is in Uxbridge, in leafy West London. But if commuting isn’t your favourite, most of our roles can be hybrid or work from home, or anywhere in between. If you like coming in, you’ll always find some office buddies. And if you like big occasions, we really bring the office to life monthly for our themed culture days. Plus all our giffgaffers come together at our legendary giffgaff summer, birthday and Christmas celebrations.

The role and the team

The Head of Member Support Transformation is a crucial role in the relationship between giffgaff and our members. This role manages the Help & Support and Community functions, bringing both perspectives together to create understanding of the member experience within giffgaff today, and influence and inform the business to initiate change.

You’ll be a passionate advocate of the voice of the consumer, working with your team to fix problems at their root cause, reducing member effort, and increasing member engagement, loyalty, satisfaction and NPS across all touchpoints.

Maximising efficiency and value across every team and member-facing channel will be key. Ensuring that no member is left behind, as we build toward the future with an expanding base and product range.

This role reports to the Chief Marketing Officer and sits within the giffgaff Marketing Department.

Key responsibilities

Help and Support:

• Work closely with the Help & Support Product team to deploy two platforms (one internal and one external) into one of our audience segments, ensuring that the capability is in place to both deliver an improved member experience, and test functionality ahead of a larger scale roll out. Alongside this, shape and prepare the plans, and ensure progress internally on the development of activities to support a wider rollout.
• Demonstrate a deep understanding of audience segmentation and evolving service expectations, use this to underpin the sustainable Service Strategy, clearly defining where we fall below, meet or exceed expectations.
• Identify key journey pain points and the cost to the business. Ensure the value of making improvements is clear from improvements in member satisfaction to reductions in Cost to Serve. Use this to prioritise product improvements.
• Lead improvements in our ecosystem – from help discovery, SEO and rankings, site content, communications, and support channels. Using feedback from Agents and members to iterate and improve.
• Maximise member satisfaction ensuring whatever channel members interact with, the same high standard of help is delivered and member effort is reduced.
• Foster and maintain great relationships with our internal Live Service team, supporting on and escalating day to day challenges when required.
• Collaborate with key Product Teams to drive forward automation, observability, proactivity, and alerting. Balancing short and long-term opportunities.
• Support the team to prepare and deliver business readiness and change activities, to meet new product launches.

Community:

• Work closely with the Community team to progress and focus efforts across the 2025 delivery plans, ensuring that areas of experimentation are completed and evaluated.
• Work across the Help & Support and Community teams to facilitate and translate member experiences into actionable insights, raising the profile and voice of the member to inform product decisions and prioritisation.
• Provide coaching and support to the Community leadership team.
• Ensure that the giffgaff brand maintains strong connections with our members (and wider audience) while emphasising the pivotal role of our Community in help and support.

All:

• Create a culture of excellence based on curiosity and collaboration across all help touchpoints and teams.
• Coach and mentor a team of talented individuals to ensure they grow and evolve as the business and model does. Using benchmarking and value creation to underpin performance across teams.
• Shape a performance culture across teams, underpinned by an active people plan for the function.

What we need from you

• Passionate advocate of the consumer voice and experience
• Proven track record delivering transformation across digital service models, from inception to implementation
• Proven track record of delivering sector-leading satisfaction
• Deep understanding of online community dynamics, engagement strategies, and platform technologies
• Evidence of working within a consumer-centric organisation
• Strong commercial acumen with experience in building business cases with quantified benefits and the ability to provide a well-articulated view of the opportunities and risks
• Change management expertise, with a focus on driving organisational culture shifts and adoption of new technologies and practices
• Experience managing and influencing a large group of stakeholders, including C-suite
• Able to cope with ambiguity and able to meet/ exceed demanding targets

What you'll be accountable for

• Maximising investment of circa £5m annually
• Influencing change
• Working with Product Teams to prioritise changes that will impact core business metrics.
• Scalability, ensuring we have a flexible model that can grow at pace
• Growing awareness and consideration of the member experience within giffgaff

Our commitment to equity, diversity and inclusion

At giffgaff we want to challenge the old way of doing things. People, and the way they work, define our culture and we encourage everyone to bring their whole selves to the gaff. That's why we believe in creating an equitable, fairer, more inclusive business that champions different ideas and perspectives. We may be sort-of-small but we're big on that caring, sharing thing & strive to create a supportive culture.

As a lean organisation, our team is built of a diverse, spirited range of people who are multi-skilled, highly motivated and flexible.

In return for your outstanding efforts, you'll be rewarded with a competitive salary and excellent benefits. We believe that hard work should be supported and recognised.

If this sounds like you, we’d love to hear from you.

If you’ve got any burning questions or require reasonable adjustments to support you through the recruitment process, please drop the recruiter a note.Thanks for your patience in the meantime and for showing an interest in joining the giffgaff family.