Job Description
Role Summary:
We’re looking for a reliable, proactive, and friendly Freelance Community Support Representative to assist our growing community of members and viewers. As the first point of contact, you’ll handle customer queries, manage subscriptions, process retention and cancellation requests, and deliver a consistently positive and professional experience.
This role is ideal for a student, recent graduate, or customer support freelancer who enjoys engaging with people, solving problems, and building strong relationships in a fast-paced, dynamic environment.
This position offers flexible hours, primarily working Friday to Sunday, to deliver essential weekend coverage and ensuring our members receive timely and thoughtful responses. You may also provide additional cover during peak periods, helping to maintain seamless support and consistent service standards.
Key Responsibilities
•Respond promptly and professionally to member and customer enquiries received via email and website
•Handle subscription, billing, retention, and cancellation requests with care, aiming to retain and win back customers wherever possible
•Provide accurate and empathetic responses that reflect GB News’ tone and values
•Support membership engagement efforts, sharing updates or offers where appropriate to strengthen customer relationships
•Escalate complex or technical issues to the appropriate internal teams
•Keep accurate records of interactions and ensure follow-ups are completed promptly
•Gather feedback and report recurring themes or issues to the Membership team
•Work collaboratively with the wider team to improve customer experience and retention strategies
Skills and qualifications:
•Strong written communication skills and excellent attention to detail.
•Friendly, empathetic, and professional manner when dealing with customers.
•Comfortable working independently, particularly over weekends.
•Organised and able to manage multiple queries efficiently.
•Ability to learn new systems and processes quickly
The Ideal Candidate:
You are approachable, articulate, and customer-focused. The kind of person who enjoys helping people and finding solutions. You are confident in handling sensitive topics like cancellations and retention and understand how good service builds long-term loyalty. You’ll thrive in a role where responsiveness and reliability make a real difference