Social Media Advisor
6 months ago
**Social Media Advisor**
Do you have drive, enthusiasm, and a passion to help take the North further? If yes, then come and be part of our amazing Customer Operations Team here at TransPennine Express.
We are an intercity train company connecting people and communities across our cities and major towns in the North of England and Scotland. Together we will continue to transform rail travel with faster, easier journeys that offer a step change in services with our fleet of new high-tech trains.
The North is a vibrant place to live and work and here at TransPennine Express our services are helping to keep the country moving. If you want to be involved in something truly transformative, that will have a lasting impact on how we travel, then please join us and help us to take the North further.
We have a fantastic role for a proactive, tenacious, and dynamic individual to join our Customer Operations team as a Social Media Advisor.
**Here's What You'll Be Doing**
You'll be representing us on a variety of customer contact channels including Twitter, WhatsApp, Facebook and more. As an expert in railway accessibility, you'll also be an essential point of contact for customers who may require additional assistance when undertaking their journey. You'll be perfectly placed to assist customers across our digital channels, whether they need support before their journey, during their journey, or after their journey.
You'll be working closely with our central control team at the Railway Operations Centre and the management team at head office. You'll support our customers with all manner of queries, from ticketing to seat reservations, to compensation claims to service disruption. A huge focus will be first contact resolution where you'll be using your highly polished skills to resolve a customer issue before it progresses into a complaint.
Most importantly, you'll be managing our social channels out of hours, so you'll need to develop an in-depth knowledge of railway operations, so you can stand on your own when the going gets tough and deliver the right messages in the right tone of voice for our customers. You'll also be acutely aware of what customers with accessibility requirements need from us and how to ensure that they have all the right information to enable a seamless journey experience.
In addition to monitoring our channels, you'll be supporting the team with the creation of proactive content that keeps customer informed and engaged, plus you'll be creating reports and organising engaging campaigns that can help us to understand what customers want from us and what we can do to further improve our offer.
**Who We're After**
You have top-notch writing skills and you're already familiar with social media and digital contact channels. You can write in a personable and empathetic tone when drafting messages, and you'll be comfortable working under pressure when disruption strikes the rail network.
Attention to detail is important too, as is a sense of thoroughness, because you'll be giving customers real time information. To our customers, you're a fountain of knowledge, so you need to be willing to learn new things and completely involve yourself in the operations of a railway. This means understanding the industry but also understanding the customer experience and how to fix things when they go wrong.
As you'll be looking after our customers out of hours, you can work proactively and on your own initiative, but not be afraid to ask for help when needed. You'll be working in a busy team, so you'll also be a team player with a positive attitude and a great sense of humour. Last, but by no means least, you'll be customer focused and committed to providing the best service we can offer, plus you'll be comfortable in discussing improvements with the management team and being vocal on what you feel can be done better.
If you have any previous experience in supporting customers with disabilities, or in the creation of accessible digital content, that would be excellent too
**What can we offer you?**
- Excellent career prospects.
- A personal development plan.
- Fully funded structured training and development*.
- Competitive salary paid on 4 weekly basis.
- Generous annual leave entitlement.
- Free TransPennine Express rail travel for you and your dependants*.
- Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years' service* for you and your dependants*.
- Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there's someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home.
- Option to join the Railway Pension Scheme with significant employer contributions.
- Family friendly maternity and paternity benefits.
- Plus, high street and lif
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