Social Media Advisor

6 months ago


Leeds, United Kingdom First Bus Full time

**Here at First us National Contact Centre, we are looking for two Social Media Advisor's to join our fast paced, high volume, customer services team**

You will be the first point of contact for customers who choose to contact us on Social Media with a query or complaint, so first impressions are vital You will provide excellent customer service, resolving all queries and complaints in a timely manner, whilst following all First Bus policies, processes and procedures.

Experience in handling a wide range of data to make informed decisions, achieving delivery of KPI's and updating system records accurately is essential.

**37.5 Hours spread across Monday to Friday, 7am to 7pm; Saturday & Sunday, 9am to 5pm**

**Welcome to First Bus**

Hello. First Bus is one of the country's largest bus operators - taking 1.6 million customers to their destinations every day. We're a forward-looking business at the forefront of bus technology, leading the way on contactless payments, mobile Apps and real time information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.

The role is based in our city centre offices, right behind Leeds Train Station. You will find our offices to be lively, welcoming and just an overall great place to work We also understand how important hybrid working is to our employees, so this arrangement will be agreed** **between you and your manager.

**What will you be doing?**
- Engaging with a wide range of customers to resolve social media queries in real time
- Leading by example to achieve all KPIs and and target levels
- Responsibility of managing and triaging all inbound social enquiries and comments
- Building an engaged community of customer advocates, through management of replies and asking questions to seed positive service discussions
- Collaborating with the PR, External Relations and Marketing teams to understand, contribute towards, and build on content and campaign plans that deliver a positive customer experience
- Ensuring all communications comply with social media guidelines, best industry standards and protocols, demonstrating values around First Bus' Tone of Voice principles
- Multitasking on computer-based programmes, recording case notes and using systems to find specific information
- Building and maintaining relationships with key stakeholders across our Operating Companies to collaboratively deliver an enhanced digital and social media customer experience
- Promoting new services and providing information on local changes

**What are we looking for?**
- Significant experience using Social Media channels in a professional capacity, with familiarity of key social media and service metrics
- A vibrant and enthusiastic individual, passionate about providing excellent customer service
- Outstanding written communication skills, with the ability to change and adapt your style and tone of voice to suit the needs of the audience
- Ability to network with the wider team across multiple functions
- Proactive in utilising information from a number of systems and managing a multitude of customer contacts/communications
- Ability to follow processes, adhere to policy & procedures, comply with GDPR, whilst also working on own initiative to help answer customer queries
- Previous experience of working to KPIs focused on delivery and quality
- Computer literate, including the use of all Microsoft packages
- Ability to work well under pressure in a fast-paced environment, whilst keeping a high attention to detail
- Experience of working in a customer facing role which is driven by quality and service
- Ability to work autonomously, delegate and prioritise.

**Rewards & Benefits**
- First Xclusives discount scheme: You and your family & friends can benefit from over 3,000 offers on high street & leisure brands
- Free travel on our buses for you and your family
- £6 all-day train travel for you and your family
- Cycle to work scheme
- 25 days' holiday + bank holidays
- Pension scheme and chance to buy discounted First Group shares
- Enhanced maternity / paternity pay
- Flexible working

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.


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