At a Glance
- Tasks: Engage with customers on social media, providing top-notch support and building brand trust.
- Company: Join GWR, a leading travel provider in the UK, known for stunning landscapes and excellent customer service.
- Benefits: Enjoy free rail travel, flexible working options, and discounts on shopping and gym memberships.
- Other info: Flexible shifts available, including weekends; commitment to diversity and inclusion.
- Why this job: Be the digital face of GWR, making a real impact while developing your skills in a supportive team.
- Qualifications: Bring positive energy, excellent communication skills, and recent customer service experience.
The predicted salary is between 24000 - 42000 £ per year.
This is a full time, 18 month fixed term contract. Salary circa £30k plus excellent benefits.
Who are we?
GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.
We are transforming the way people think about train travel, empoweringour team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.
Join Great Western Railway – Proud to support our People and our Passengers.
As a Social Media Customer Support Advisor, you'll be the quick-thinking, customer-champion at the heart of our online community - helping people in real time, wherever they are. One moment you could be guiding a day-tripper in Taunton to their next train, the next you're reuniting a commuter from Paddington with their lost property. Every conversation is different, but your mission stays the same: make every interaction clear, helpful and human, while keeping our reputation shining.
If you love variety, thrive under pressure and know how to keep your cool in a fast-paced online space, we want you on board.
About The Team
Our Social Media Customer Support Advisors sit within the Social Media Team, which is part of the wider External Communications Team. Our Team manages customer support and brand reputation across all social media channels and are responsible for responding both reactively and proactively to provide customer information. As the digital ‘face' of GWR, our team ensures every customer interaction builds trust and strengthens our reputation. We handle messaging with care - minimising potential risks while maximising every opportunity for customers to see GWR as a brand they can rely on.
Your main responsibilities will be:
- Monitoring, responding to and tagging all relevant posts to Great Western Railway social media sites such as Facebook, X, WhatsApp and Instagram.
- Providing a high level of customer service through the company social media accounts, liaising with other departments to ensure the information you're providing to customers is accurate and relevant at all times.
- Ensuring customer feedback about our service is passed to an appropriate member of management and taking accountability for ensuring complaints are followed up and feedback is acknowledged.
- Searching and listening across the web, looking for opportunities to generate revenue by promoting our service or encouraging visits to our website.
- Developing excellent relationships with our digital stakeholders.
- Acting as a Brand Ambassador for GWR, always using the right tone of voice to protect and enhance the reputation of the business.
The Reward
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including:
- on-going development,
- defined benefit pension scheme with the Railways Pension Scheme,
- free rail travel across the GWR network for you and your family,
- company-sponsored health care plan,
- discounted shopping and gym membership
- employee assistance programme and much more.
About you
- You'll bring an upbeat, positive energy and a genuine passion for delivering outstanding customer service.
- You will be an excellent communicator with the ability to write clearly and concisely.
- You are a team player, who is also self-motivated and feels comfortable working alone.
- You can work well under pressure and keep calm in challenging circumstances.
- You'll have the resilience to handle challenges with ease, and the good humour to keep things positive along the way.
- You'll be adaptable and ready to work a variety of shifts, including early mornings, late evenings and weekends.
As a minimum you'll need to have:
- Excellent grammar and spelling.
- Recent experience of working in a customer service role, preferably within a contact centre environment.
- A good understanding of the most well-known social media platforms and how they work.
- A positive attitude and a willingness to go the extra mile
About the location
The role is based in Milford House, Swindon,with some flexible and home working.
Additional Information
You will be working 37 hours a week, including alternate weekends.
You will work an equal mix of early, late and day shifts. Early shifts start at 6am and late shifts finish at 11pm.
OurCommitmenttoInclusion:
We allbelongatGWR.Weembracediversityandensureequalopportunitiesforall.
Differencesinage,gender,LGBTQIA,ethnicity,religionanddisabilityarevalued,withzero
toleranceforprejudice.
We promote flexibleworking,reviewjobrolesforaccessibility,andour supportcolleagues to thrive within their roles.
If you need adjustments due to adisabilityorneurodivergentcondition,pleaseletusknow.
INGWR
Social Media Customer Support Advisor in Swindon employer: FirstGroup plc
GWR, as part of FirstGroup plc, is an exceptional employer that champions a dynamic and inclusive work culture in the heart of London Paddington. With a strong focus on employee growth and development, we offer unique opportunities to engage in innovative retail initiatives within the railway sector, all while enjoying the flexibility of hybrid working arrangements. Join us to be part of a forward-thinking team that values your contributions and prioritises customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Social Media Customer Support Advisor in Swindon
✨Tip Number 1
Familiarise yourself with GWR's social media presence. Spend some time engaging with their posts and understanding their tone of voice. This will help you align your responses during the interview with their brand identity.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've handled difficult situations in the past. Think about times when you turned a negative experience into a positive one, as this is crucial for a role focused on customer satisfaction.
✨Tip Number 3
Stay updated on current trends in social media and customer service. Being knowledgeable about the latest tools and strategies can set you apart from other candidates and demonstrate your commitment to the role.
✨Tip Number 4
Network with current or former employees of GWR if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
We think you need these skills to ace Social Media Customer Support Advisor in Swindon
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and social media. Use keywords from the job description to demonstrate that you understand the role and its requirements.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer service and your understanding of social media dynamics. Mention specific examples of how you've successfully handled customer interactions in the past.
Showcase Communication Skills:Since excellent communication is key for this role, ensure your application is free from grammatical errors and clearly conveys your thoughts. Use concise language and a friendly tone to reflect your suitability for the position.
Highlight Flexibility and Resilience:In your application, emphasise your ability to work various shifts and handle pressure. Provide examples of situations where you've demonstrated resilience and a positive attitude in challenging circumstances.
How to prepare for a job interview at FirstGroup plc
✨Know Your Platforms
Familiarise yourself with the social media platforms mentioned in the job description, such as Facebook, X, WhatsApp, and Instagram. Understand their unique features and how they can be used for customer engagement.
✨Showcase Your Communication Skills
Prepare to demonstrate your excellent communication skills during the interview. Be ready to provide examples of how you've effectively communicated with customers in previous roles, especially in writing.
✨Emphasise Customer Service Experience
Highlight your recent customer service experience, particularly in a contact centre environment. Discuss specific situations where you went the extra mile to resolve customer issues or enhance their experience.
✨Demonstrate Resilience and Flexibility
Be prepared to discuss how you handle pressure and maintain a positive attitude in challenging situations. Mention your flexibility regarding shift patterns, as this role requires working early mornings, late evenings, and weekends.
