Organisation

Eurocities, the network of major European cities, is recruiting a Climate-Neutral Cities Helpdesk Coordinator to work on the NetZeroCities project. The role will enable effective and consistent management of external enquiries across all NetZeroCities communications channels.

The candidate would start ideally in June 2023.

Eurocities is a dynamic and international team where we trust in people, value constructive exchanges and collaborative work. We help people thrive in a friendly, open and healthy environment while promoting a work/life balance.

About the project

NetZeroCities (NZC) is an initiative launched as part of the European Green Deal and directly supporting the European Commission’s Mission for 100 Climate-neutral and Smart Cities by 2030. NZC is being implemented by a 33-member consortium comprising diverse partners from across Europe, supporting the 112 Mission cities to achieve the Mission objectives through expertise, tools and guidance, capacity building and knowledge sharing, and innovative approaches to systemic change.

NZC has designed and is delivering the Mission Platform which brings together all of the support to cities including: City Advisors, the focal support point for cities, and thematic experts on systems innovation, finance, citizen engagement, social innovation, and technical solutions, with a digital Portal.

The Portal is a digital space hosting resources, tools and data on city climate transition, and is designed to support peer-to-peer collaboration via a social network and online groups. We have already more than 1,700 registered Portal users, including staff from cities, the NetZeroCities consortium and partnering organisations at European and local level.

Responsibilities

As Climate-Neutral Cities Helpdesk Coordinator, you will play a leading role in the NetZeroCities Portal and Communications teams, working with partners from across the consortium.

You will ensure consistent and effective management of enquiries received across NetZeroCities communications channels, both from our core city users, and the wide range of other organisations and individuals seeking to engage with the project. In this role, you will:

• Create and manage processes to ensure all queries addressed to the NetZeroCities consortium within the Portal social network, online groups and central email mailboxes are answered promptly and effectively.
• Directly write responses wherever possible and otherwise distribute across NetZeroCities consortium for follow-up, ensuring coherence and timeliness of responses
• Manage the Frequently Asked Questions on the Portal, ensuring these are routinely updated to provide consistent answers and address the key user concerns.
• Migrate user communications away from email and onto the Portal, to ensure questions and responses are widely shared and support continuing peer exchange and learning.
• Conduct regular user satisfaction surveys and present formal reports on findings to support service improvement across the NetZeroCities project.
• Attend and report to regular Portal, Communications and Operations teams meetings

Profile

With a passion for cities and sustainability, and a commitment to making positive change happen, you will have high-level experience of communications/relationship management with service users or clients. Examples of previous relevant experience could include Membership Network management, Customer Account management, Call Centre management, or Personal Assistant to Chief Executive. The skills and experience to do this job successfully include:

• At least 5 years of relevant experience
• A strong understanding of both climate transition and city administration
• A Bachelors or Masters degree in any field relevant to the role
• Excellent written and spoken English
• Excellent IT skills (including MS Office, Teams, Zoom, Miro, social media & CRM platforms)
• A self-starter who is confident in managing their own workload
• Strong organisational skills with a creative and problem-solving approach: able to work effectively in ambiguity and complexity and to respond dynamically to change
• Excellent relationship management and interpersonal skills: able to work with large, geographically and culturally diverse, teams and deliver results
• Strong intrinsic motivation to support cities to become climate-neutral by 2030, including the continuous learning this requires

Assets:

• Experience in city administration
• Experience working in complex international environments
• Knowledge of EU policies and functioning of the EU institutions
• Proficiency in other European languages

We are looking for candidates who fulfil most of these criteria, but do not hesitate to apply if you think that you could be a good fit for the position.

We offer

• a full-time position as employee, under Belgian legislation. The selected candidate will need to either live in Belgium or be willing to move to Belgium for the duration of the contract (candidates need to provide a Belgian address)
• An open-ended contract linked to the length of the project (3 years), starting on 1 June 2023
• €3,200 – €3,600 monthly gross salary, according to profile and experience
• flexible working hours
• part-time teleworking

Benefits

Meal vouchers, pension plan, hospitalisation insurance, public transport costs, 13th month, éco-chèques, 90€ net per month of teleworking allowance, training opportunities.

How to apply

Applicants are requested to send a letter of motivation, explicitly describing their relevant experience and linking it to the requirements for the position, in one page maximum, together with a CV with at least two referees (including your current or last employer) by 23:59 CET on 16 April 2023 to: Patricia de Wouters, Head of HR, at jobs.climate@eurocities.eu.

Please send the documents in pdf format and mention ‘helpdesk coordinator’ in the subject line.

Interviews will be held in person on 16 May 2023.

Only shortlisted candidates will be contacted for an interview. CV and personal data of non-selected candidates are not shared with anyone outside Eurocities and will be deleted immediately after the recruitment process. For more information, read our privacy policy.

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