Junior Customer Experience (CEx) Specialist (12 Month FTC)

Job description

About CrowdfunderAt Crowdfunder, we're on a mission to tackle society's biggest challenges by making ideas happen. We believe that the most transformative ideas often come from within the community. As the UK's leading crowdfunding platform for community causes, we've helped raise over £450 million for 100,000+ projects, supporting a community of 3.5+ million people united for good.

We're not just about raising funds, we're about nurturing grassroots innovation to create meaningful societal change. From sports clubs and charities to social enterprises and community groups, we help turn ideas into reality through the power of collective action.

The RoleReporting to the Head of Customer Experience, you will be the first point of contact for a wide range of people who use and support the Crowdfunder platform. You will manage inbound queries from project owners, charity partners, and the general public – directing, resolving, and escalating as appropriate. You will support project queries, carry out due diligence checks, flag technical issues, and provide admin support across onboarding and funding applications.

This is a role that demands curiosity, common sense, and a genuine desire to help people. No two days are the same, and the ability to think on your feet, do your own research, and adapt quickly is just as valuable as any prior experience. You will be joining a small, motivated team where your contribution will be visible and your growth actively supported.

Key Responsibilities

Providing outstanding written customer support that reflects Crowdfunder's values

Managing inbound emails and messages from a variety of stakeholders, directing queries appropriately and escalating where needed

Assisting with financial verification advice, managing payment queries, and responding to finance‐related queries

Carrying out due diligence checks and flagging concerns to the relevant teams

Identifying and reporting technical issues and bugs

Supporting product and feature development by providing structured feedback

Managing admin for onboarding and project changes

Building positive, trust‐based relationships with project owners and other stakeholders

Proactively spotting opportunities to improve processes and customer outcomes

Staying curious – independently researching topics, products, and regulations as they arise

About YouWe are looking for a bright, quick thinker who approaches challenges with common sense and genuine enthusiasm, to us, what matters most is your attitude, your curiosity, and your ability to communicate clearly.

You are:

A brilliant written communicator – clear, warm, and able to adapt your tone for very different audiences

Naturally curious, and happy to independently research unfamiliar subjects to find the right answer

A quick learner who picks up new tools, processes, and subject matter with ease

Someone with strong personal initiative – you see what needs doing and find a way to do it

Unflappable under pressure, with a calm and methodical approach to problem‐solving

Honest and detail‐oriented – able to spot things that don't feel right and elevate appropriately

Excited about the potential of AI to improve how we support customers

Genuinely motivated by working for an organisation that makes a positive difference

You are comfortable with:

Managing a busy and varied inbox across multiple channels

Working with tools such as Google Suite, Slack, and customer management platforms (we use Intercom, but experience with anything similar is fine)

Working both independently and as part of a close‐knit team

Asking for help when you need it and sharing what you learn along the way

Essentials

You're proactive and curious. You love talking to people, spotting opportunities, and making meaningful connections.

You have around 2 years of experience in a customer‐facing, administrative, or communications role.

You're a passionate problem‐solver. If someone has an issue, you want to get to the bottom of it and find the best possible outcome for them.

You're confident in your communication, especially written, but can also talk over the phone and in person.

You're organised and self‐motivated, with a strong sense of personal ownership and drive.

You're keen to learn new tools and systems and are proficient in using Google Workspace (Mail, Docs, Sheets, Slides, etc.)

You're interested in using your skills to support businesses, charities, and communities that are making a positive difference.

Nice to have

Familiarity with customer support or CRM tools (e.g. Intercom, HubSpot, Zendesk)

An interest in or exposure to AI tools in a professional or personal context

Experience of or enthusiasm for crowdfunding, social enterprises, or the charity sector

Salary£26,250 per annum

HoursFull Time 37.5 hours a week

LocationFully remote or based near one of our office

Flexible locationWe have offices in Newquay and Bridport and offer hybrid working from either office. Fully remote with occasional travel to meet the team in the South West will also be considered. Everyone meets in‐person four times a year for our team away days.

Our Perks And Benefits

35 days of annual leave including bank holidays (prorated for part‐time)

An extra paid day off on your birthday

Enhanced paid leave for all those important moments in life (e.g., parental leave, fertility leave)

A generous pension scheme (we'll top up anything you contribute above the standard amount by 10%)

Mental health support through our Employee Assistance Programme

Opportunity to join our quarterly Culture Club meetings to discuss engagement, sustainability and organising our meet ups!

Annual emerging leaders and/or management leadership training opportunities with an accredited provider

A personal wellbeing allowance of £75 each year

A cycle to work scheme

Learning and development opportunities, like courses, workshops, lunch and learns, and external speakers

Opportunities to volunteer with amazing projects that are fundraising on our platform

Our application and interview processSometimes our interview process will change depending on the position and team availability. We will always keep you in the loop of what to expect in the process. A typical process can look like this;

Application

Screening call stage

Second round interview stage

Values and behaviours interview

Reasonable adjustmentsIf you need any support or adjustments during the interview process, please let us know in your application. We can, for example, send you questions in advance. Simply let us know how we can help, and we'll do our best to accommodate you.

Inclusion and diversityCrowdfunder is tackling society's challenges, by making ideas happen. We connect projects that matter to people and companies who care.

We're here to support diverse communities and to provide a platform for those who want to be heard; amplifying voices and impact is what we do.

We value the fact that each one of us is different, with different perspectives – and we want to reflect the diversity of the crowd we serve.

We recognise that we don't all start from the same place – because advantages and barriers exist – but through Crowdfunder and crowdfunding, we believe we can offer greater equality of opportunity.

We're creating an inclusive workplace culture, based on fairness, respect and honesty, because we believe leveraging differences achieves better results and better serves our crowd, our partners and our communities.

As part of that, we're committed to educating ourselves, and each other, on gender, race, faith, disability, age, sexual orientation and other areas of diversity to ensure everyone is welcome and feels valued in our workplace as well as in our wider Crowdfunder community.

We recognise that 'diversity and inclusion' is not something that we will ever 'achieve'. It's not a box that can ever be ticked as '100% done'.

Diversity and inclusion is an ongoing journey of big steps and small nudges that will create a richer community and place to work and help us be a better business.

We're proud to be on that journey together.

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Extra information

Status

Open

Education Level

Secondary School

Location

London

Type of Contract

Full-time jobs

Published at

03-04-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English