At a Glance
- Tasks: Engage with customers on social media, providing real-time support and building brand trust.
- Company: Join Great Western Railway, a leader in transforming train travel experiences.
- Benefits: Enjoy free rail travel, health care, discounts, and a supportive team environment.
- Other info: Flexible working options and a commitment to diversity and inclusion.
- Why this job: Be the voice of GWR, making every customer interaction memorable and impactful.
- Qualifications: Strong communication skills, customer service experience, and social media savvy required.
The predicted salary is between 24750 - 30250 £ 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, empowering our 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, Whats App 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:
- 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.
Our Commitment to Inclusion
We all belong at GWR. We embrace diversity and ensure equal opportunities for all.
Differences in age, gender, LGBTQIA, ethnicity, religion and disability are valued, with zero tolerance for prejudice.
We promote flexible working, review job roles for accessibility, and our support colleagues to thrive within their roles.
If you need adjustments due to a disability or neurodivergent condition, please let us know.
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Social Media Customer Support Advisor in Swindon employer: Great Western Railway (GWR)
Great Western Railway (GWR) is an excellent employer, offering a dynamic work environment in Exeter where safety and customer service are paramount. Employees benefit from free travel passes, pension schemes, and a supportive culture that encourages professional growth and development, making it a rewarding place to build a career in the rail industry.
Contact Details:
Great Western Railway (GWR) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Social Media Customer Support Advisor in Swindon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Great Western Railway (GWR). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Great Western Railway (GWR) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Social Media Customer Support Advisor in Swindon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Great Western Railway (GWR):Your cover letter is your chance to shine! Tell us why you want to work at Great Western Railway (GWR) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Great Western Railway (GWR)!
How to prepare for a job interview at Great Western Railway (GWR)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
