Community Engagement & Customer Service Officer (Contract)
Role overview and responsibilities for the Community Engagement & Customer Service Contract position.
Role & Responsibilities
* The Community Engagement (Officer) will play a key role in strengthening our clients relationship with local communities, schools, charities, youth clubs, businesses, and students. The role focuses on outreach, communication, and relationship-building to raise awareness of our programming and offers, ensuring the ice rink is accessible and welcoming to a wide audience.
* Proactively reach out to schools, community groups, charitable organisations, youth clubs, businesses, and student networks to promote our clients programming and offers.
* Build and maintain positive relationships with community partners and stakeholders.
* Draft and send clear, professional communications to partners.
* Monitor and respond to incoming enquiries via email and other communication channels.
* Work closely with the marketing team to align outreach activity with campaigns.
* Maintain accurate records of outreach activity and contacts.
* Track engagement outcomes and prepare simple reports to measure success.
* Support with scheduling, coordination, and administration of community sessions or special events.
* Provide friendly, professional, and timely responses to enquiries.
* Escalate complex or urgent matters to the appropriate team member.
* Ensure communications are inclusive, accessible, and representative of the organiser’s values.
* Manage customer service and group enquiries: Respond promptly and professionally to customer enquiries via phone, email and Freshdesk.
* Provide support to on-site Box Office staff.
Skills & Experience Required
* Excellent written and verbal communication skills.
* Strong organisational skills, with a methodical and detail-oriented approach.
* Confident and personable, with the ability to engage a wide range of stakeholders.
* Experience in community engagement, outreach, or partnership building (desirable but not essential).
* Comfortable managing email inboxes and administrative systems.
* Comfortable with ticketing or Saas platforms.
* Ability to work independently and manage time effectively.
* Passion for community involvement and inclusivity.
* Excel in high-energy settings, maintaining attention to detail and professionalism in a busy, dynamic workplace.
Other Requirements
* Flexible working hours, including some evenings and weekends as required.
* Edinburgh based
Seniority level
* Entry level
Employment type
* Full-time
Industries
* Events Services
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