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- Tasks: Engage customers on social media, providing quick and friendly support.
- Company: Join a leading UK Rail Operator with a vibrant team culture.
- Benefits: Competitive pay, hybrid work model, and flexible hours.
- Why this job: Be the voice of a brand and create memorable online experiences.
- Qualifications: Experience in social media and customer service is a must.
- Other info: Perfect for creative thinkers who thrive in fast-paced environments.
We are currently working in partnership with a leading UK Rail Operator based in Birmingham, who are recruiting for a Customer Service Executive (Social Media) on a temporary six-week contract. The position is due to start as soon as possible with a competitive hourly rate and a hybrid working pattern (2/3 days working from home per week).
The ideal candidate will be a creative and self-motivated customer service professional with exceptional writing skills, a strong understanding of digital trends, and a passion for delivering engaging online customer experiences, particularly through social media platforms. They will bring proven experience in social media and customer service, thriving both independently and collaboratively to enhance brand loyalty and advocacy.
Duties will include (but are not limited to):
- Maintaining a high level of customer engagement, whilst protecting brand reputation
- Giving quick, accurate and personable real-time responses to support customers, aiming for first time resolution
- Looking for and jumping on current trends to maximise engagement
- Working with the Head of Social Media Customer Services to ensure social media interaction, monitoring and reporting is in place
- Collaborating with the Head of Social Media Content with content development and supporting the implementation of the Social Media strategy
- Maintaining high levels of performance in metrics such as response times, tone of voice, tagging, sentiment and customer satisfaction scores
Experience required:
- Experience in social media within a fast-paced customer services team is essential
Skills, knowledge and expertise required:
- A thorough understanding of current and potential Social Media Trends and platforms is essential
- An outstanding level of writing skills that can be adapted to the organisation's brand tone of voice
- A strong understanding of social media and how it impacts a brand
- A passion for first-time customer resolution
- Self-motivated and a creative thinker, with a passion for communicating and collaborating with others
- Flair for creating great online customer experiences that drive advocacy and loyalty
Working hours:
- Shift work covering 5 out of 7 days a week
- Flexible shift hours between 07:00–22:00
Please note that you require recent experience to apply for this role.
Customer Service Executive (Social Media) employer: James Andrews Recruitment Solutions Ltd
Contact Detail:
James Andrews Recruitment Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Executive (Social Media)
✨Tip Number 1
Get your social media game on point! Make sure your profiles are polished and showcase your customer service skills. Engage with brands you admire and share your thoughts on current trends to show you're in the loop.
✨Tip Number 2
Practice your responses! Think about how you'd handle common customer queries on social media. Quick, friendly replies can make all the difference, so get comfortable with crafting those perfect responses.
✨Tip Number 3
Network like a pro! Connect with people in the industry on platforms like LinkedIn. Join groups related to customer service and social media to learn from others and maybe even find job leads.
✨Tip Number 4
Don't forget to apply through our website! We’ve got loads of resources to help you ace that interview. Plus, it shows you're serious about landing the role with us!
We think you need these skills to ace Customer Service Executive (Social Media)
Some tips for your application 🫡
Show Off Your Writing Skills: Since this role is all about engaging with customers online, make sure your application showcases your exceptional writing skills. Use a friendly tone that matches the brand's voice and keep it clear and concise.
Highlight Your Social Media Savvy: We want to see your understanding of current social media trends! Mention any relevant experience you've had in customer service on these platforms, and how you’ve used them to enhance customer engagement.
Be Creative and Self-Motivated: Let us know how you think outside the box! Share examples of how you've taken initiative in previous roles, especially when it comes to creating engaging online experiences for customers.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with a leading UK Rail Operator.
How to prepare for a job interview at James Andrews Recruitment Solutions Ltd
✨Know Your Social Media Inside Out
Make sure you’re up to speed with the latest social media trends and platforms. Research how the company uses social media and be ready to discuss your insights on their current strategy. This shows you’re not just a user, but someone who understands the impact of social media on brand reputation.
✨Show Off Your Writing Skills
Since exceptional writing skills are key for this role, prepare examples of your previous work. Bring along snippets of engaging posts or customer interactions that highlight your ability to adapt your tone to fit a brand's voice. Practising responses to common customer queries can also help you shine.
✨Demonstrate Your Customer-Centric Mindset
Be ready to share specific examples of how you’ve resolved customer issues in the past, especially through social media. Highlight your passion for first-time resolution and how you maintain a positive brand image while engaging with customers online.
✨Prepare for Scenario Questions
Expect scenario-based questions that test your problem-solving skills. Think about how you would handle real-time customer interactions, especially tricky situations. Practising these scenarios will help you respond confidently and show that you can think on your feet.
