The Promote & Support Digital team is a small but effective and happy group. This role is a great chance to get involved in our many IT & Digital systems by helping our users with their problems and queries.
You will respond to or pass on requests, received via email and messaging systems.
Hours are very flexible, you can pick up queries in your own time.
A technical background can be an advantage but not essential. Training and support is available.
You just need a desire to support rebels by finding information to give our volunteers effective support.
Although we support many systems, you need only be trained on those that interest you. You just need to know where to pass on the rest. They include :
The Hub, a bespoke XR system with information about our teams across the UK, roles and who is in them
Our communication channels such as Mattermost
The Cloud and OnlyOffice for storing documents, spreadsheets etc
As for any large movement, we have many types of queries. They may need :
Advice
Help with using a function
Access to a system
To raise a problem
Make a GDPR request
To ask for their details to be changed
Help for systems outside of Digital, which we pass on.
We have a knowledge base for handling requests which has FAQ’s, documentation links and whom to contact if you cannot resolve it or don't have time. Full training will be given. You will work with other members of our team and learn from them how best to handle our volunteers' needs.
You will help us add to the knowledge base of FAQs as we learn how to best respond to each issue.
Where we have user knowledge gaps you will work with the project team to develop documentation and short videos to help users use our tools effectively.
Location
From home role with XR UK (UK Wide)
Meeting Time
Weekly, times to be agreed
Meeting Format
Conference call
Meeting Schedule
Flexible except for team meetings
Essential Skills
Some knowledge of IT systems, preferably those in XR
Desired Skills
Organised
Good written communication
Customer service or help desk
Accessibility considerations
Need to verbally communicate and use a screen and keyboard
This role is being advertised by the following working group:
XR UK Digital
Location: XR UK (UK Wide)
Purpose:
To drive XR’s digital strategy, ensuring that we have secure and effective platforms to communicate and inform.
Accountabilities:
Providing digital support and documentation for XR individuals and groups
Learning about digital needs, problems, and current solutions throughout XR
Creating and maintain infrastructure for public-facing online platforms
Providing advice and assistance on digital security and legal issues
Setting up, maintaining and supporting digital communication platforms to fill needs within XR, in accordance with digital strategy and culture
Domains:
XR UK GDPR and Privacy Policy
XR UK Digital Strategy
Security, access, and password management of the social media accounts and Action Network Database