Roots Allotments
Head of Member Experience
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Roots Allotments is opening allotment sites across the UK so anyone can grow their own food, without a ten year council waiting list. Every site is run by a Patch Manager who lives the site day to day. Every member is a person who has paid for a patch and wants to know it is being looked after. This role sits between the two.
You are the person who makes sure nothing falls through the gap. When a member emails asking why their patch has not been rotavated, you know. When a Patch Manager flags that a site gate is broken, you make sure the 90 members on that site hear it before they turn up. You are the operational heartbeat between the field and the people we serve.
This is not a desk job with a support inbox. It is ownership of the member experience end to end, from the day someone books a tour to the day they renew.
Responsibilities
- Own the member journey from first tour booking through onboarding, welcome visit and renewal, and keep every stage measurable
- Act as the single point of contact between Patch Managers and members, translating site reality into clear member communication and member feedback into site action
- Run daily triage across the member inbox, live chat and phone, resolving the majority yourself and escalating the rest with full context
- Keep Patch Managers supported and accountable: weekly check ins, task follow up, and unblocking them so they can stay on site rather than on email
- Handle the awkward conversations. Arrears, missed visits, patch reallocations, cancellations. Fairly, quickly, and without letting them drift
- Spot the patterns. If three members on one site raise the same issue, you find the root cause rather than answering it three times
- Maintain accurate member and patch records so the rest of the business can trust the numbers
- Build and document the systems as you go, so what works once works every time
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Qualifications
- 3+ years in member operations, customer operations, community management or account management, ideally somewhere with a physical service and real locations
- Genuinely good with people on both sides. Comfortable holding a field team to a standard and comfortable calming a frustrated member on the phone
- Strong written communication. You can write a clear, warm, human message to 200 members without it reading like a corporate notice
- Highly organised across many small threads at once, with the discipline to close loops rather than leave them open
- Confident with tools and data. You can pull a list, spot the outlier and act on it
- Bias to action. You would rather fix the process than raise a ticket about it
- A real interest in growing food, the outdoors, or getting more people access to land is a big plus
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Location and working pattern
Hybrid, London area, with regular travel to our sites. You should expect to be on a site often enough that Patch Managers know you by name and members recognise your voice.
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