Overview
Social Media Advisor – Customer Care – Rail Operations Centre (ROC Three Bridges)
Are you a social media whizz with a passion for customer care?
We’re looking for someone who’s able to provide excellent customer care and support via our social media channels. As part of this role, you’ll be working with a small group of advisors covering both Customer Care and Information to deliver outstanding communication and support. Liaising with colleagues across the business in areas like Customer Relations, Operations, Communications/PR, Marketing and many more, you’ll be well-placed to deliver a consistent and up-to-date message, drive advocacy, spot trends, deliver valuable insight and provide excellent support to our customers. You’ll be someone who strives to become an expert in your field with ambition, determination and problem-solving expertise.
If this sounds like you and you can bring the following to this role, we’d love to hear from you:
- Excellent customer service skills
- Great planning and organisational skills – able to prioritise effectively and assimilate complicated messages
- Personable and friendly – a good communicator with an ability to provide an excellent customer response in a busy environment
- Positive attitude and self-motivated with a willingness to learn and take initiative
- Ability to solve problems, resolve issues and work to tight deadlines in a fast-paced environment
- Have an awareness of the social media channels that GTR use and the services we provide
- Able to identify risks, spot trends and use this to drive valuable insight
- Hands on, energetic and dynamic
- An analytical and results-focused approach
- Ability to work in a sensitive and confidential manner
- Able to multi-task and manage/prioritise workload
- Good IT skills (Word, Excel, PowerPoint, Internet including social media platforms)
Hours of work are made up of early and late shifts covering hours between 07:00-21:00 Monday-Friday.
Full job description attached.
