Social Media Advisor

2 weeks ago


Leeds, United Kingdom First Bus Full time

**Job Title**:Social Media Advisor

**Reports to**:Bethany Fox

**Location**:Victoria Place & Remote working

**Contract**: Permanent

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

***Basic Purpose of Role**

**'**Working in 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. You will be interacting with a wide variety of people every day, dealing with customer queries and potential complaints, through social media platforms. Delivering a high level of customer service will be critical to the success in this role, and in particular ensuring customer queries and complaints are responded to in accordance with all First Bus policies and processes. You will be expected to take ownership of the customer interaction and resolve all contacts in a timely manner to ensure a first time resolution. Experience in handling a wide range of data to make informed decisions, achieveing delivery of KPIs and updating system records accurarately is essential.

**Key Accountabilities**
- Engaging with a wide ranging demographic of customers to resolve social media queries in real time, using your communication and problem-solving skills to obtain the relevant information and assist the customer, ensuring first time resolution
- Providing a high level of personalised customer service at all times, putting the customer at the heart of everything we do
- Leading by example to achieve all KPIs and and target levels
- Responsibility to manage and triage all inbound social enquiries and comments, in order to directly address and/or provide the necessary details to be resolved by the relevant team.
- Begin building an engaged community of customer advocates, through management of replies and asking questions to seed positive service discussions.
- Collaborate with the PR, External Relations, Marketing teams to understand, contribute towards, and build on - content and campaign plans that deliver a positive customer experience
- Ensure 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, using systems to find specific information
- Build and maintain relationships with key stakeholders across our Operating Companies to joinly deliver an enhanced digital and social media customer experience
- Promotion of new services, local changes / making customers aware changes to service

***Skills, Experience and Qualifications required**
- A vibrant, enthustiastic individaul who is passionate about providing excellent customer service at all times
- Outstanding written communication skills, with the ability to change and adapt your style and tone of voice to suit the needs of the audience and customer
- Ability to network with the wider team across multiple functions
- Proactive in utilising information from a number of systems and resolving problems
- Abilitiy to follow processes, adhere to policy & procedures, comply with GDPR, whilst also working on own initiative to help answer customer queries
- Ability to multi-task, prioritise and manage a multitude of customer contacts / communications
- Previous experience of working to KPIs, in particular focused on delivery and quality
- A high level of IT skills including Microsoft packages
- Ability to work well under pressure in a fast-paced contact centre
- Familiar with key social media and service metrics, with an appetite for continuous improvement
- A strong CX ethos, with experience in a customer facing role, ideally working for a service-focused business (transport, retail and customer facing sectors preferred) which is driven by quality and service.
- Ability to work autonomously, delegate and prioritise.
- Ability to remain calm under pressure, always with a high attention to detail.

**Company Responsibilities**
- Adhere to all FirstGroup and First Bus policies and procedures
- Undertake any training and development activities at the request of the line manager

**Health, Safety and Environmental Responsibilities**
- At all times, comply with your responsibilities within the Health and Safety Policy, ensuring compliance with relevant legislation
- Report incidents, near misses and dangerous occurrences in a timely manner and ensure effective remedial action is taken
- Promote and implement, where appropriate, safe working practices by means of campaigns, initiatives and promote a positive attitude to safety through personal leadership
- Support the Company's environmental campaigns and be aware of FirstGroup annual environmental targets



  • Leeds, United Kingdom Be Media Full time

    Be Media have an exciting opportunity to join our thriving Digital Marketing Agency in Morley, Leeds. We are looking for a motivated, creative individual who has previous marketing experience to join our team to help take care of a number of exciting clients from across the UK. As a Social Media Executive, you will be expected to have a solid understanding...

  • Social Media Admin

    2 weeks ago


    Leeds, United Kingdom Clap-by-Media-LTD Full time

    The Social Media Admin will be responsible for managing and maintaining the company's social media presence across all platforms. This includes creating and scheduling engaging content, responding to comments and messages in a timely manner, and analyzing and reporting on the performance of social media campaigns. **Responsibilities**: - Develop and...

  • Social Media Advisor

    Found in: Talent UK 2A C2 - 6 days ago


    Leeds, United Kingdom Spring Resourcing Solutions Ltd Full time

    Social Media Advisor - Customer Support Full time hours Leeds City Centre We are pleased to be working with a well known supermarket client in Leeds City Centre, this is a fantastic role if you have previous customer service experience and want to work for a rewarding business.   This role is an ongoing temporary role initially with the potential to go...

  • Social Media Advisor

    Found in: Whatjobs ES C2 - 6 days ago


    Leeds, United Kingdom Spring Resourcing Solutions Ltd Full time

    Social Media Advisor - Customer SupportFull time hoursLeeds City CentreWe are pleased to be working with a well known supermarket client in Leeds City Centre, this is a fantastic role if you have previous customer service experience and want to work for a rewarding business.  This role is an ongoing temporary role initially with the potential to go...


  • Leeds, United Kingdom Pertemps Network Group Full time

    **Job Description**: **Social Media Executive - Leeds - £20k-£25k** This is a brilliant role where you will work under the Social and Photography Manager in a team of two with the responsibility of handling the social Media accounts. They are a firm in the motor vehicle manufacturing sector, and you will handle account from Meta, Tik Tok and YouTube. You...


  • Leeds, United Kingdom Jo Holdsworth Recruitment Full time

    Job title: Social Media Administrator Internal job reference: SJ/SMA Contract type: Temporary **Salary**: £11.11ph Location: Hybrid / Leeds City Centre Overview: Working for a well-established employer based in Leeds City Centre, you will be working in an extremely varied administrative and extensive customer service-related role within the Social...

  • Social Media Manager

    2 weeks ago


    Leeds, United Kingdom Morgan King Professional Services Full time

    Job Description Due to the continued growth within our business, we have an opportunity for a versatile and enthusiastic Social Media Manager to join our team. Based in Leeds and reporting to the Head of Marketing, we are looking for someone who is highly creative and experienced in social media management, creating content plans and driving engagement to...

  • Social Media Lead

    1 week ago


    Leeds, United Kingdom Reccreate Full time

    Ready to take on the challenge of a Social Media Lead?? Here is something to ponder over this Easter.. This your opportunity to enhance sales for this mega successful online retailer, all through the power of social media! You will develop and execute energetic campaigns. Taking leadership on the direction of the paid social strategy, you will plan,...


  • Leeds, United Kingdom ASDA Full time

    Job Advert **About the Role**: A critical part of the Content team, responsible for supporting in driving forward developing Asda's overall social media strategy and content outputs to drive brand awareness and customer engagement. Given the business focus on Social, this role will be responsible for working closely with our social and media teams and...

  • Social Media

    Found in: Talent UK C2 - 2 weeks ago


    Leeds, United Kingdom Über Full time

    The RoleWe’re looking for a dynamic and positive person who lives and breathes social media to grow and manage end-to-end delivery of social content (reactive & proactive), from strategy development through to implementation and evaluation.Working as part of the Über team you’ll report directly to the Creative Director but be expected to work well...


  • Leeds, United Kingdom Hawk 3 Talent Solutions Full time

    **Paid Social Media Account Manager** Permanent Location: Leeds **Salary**: £32,000+ Working Hours: Monday - Friday Paid Social Media Account Manager **Main Responsibilities of the PPC Account Manager** Working with the head of advertising and your department managers to support account optimization across various advertising platforms. To manage...


  • Leeds, United Kingdom Network Sales & Marketing Full time

    Do you have PR and social media account management experience, and are you seeking a new job in Leeds? If so, we'd love to hear from you! Network Marketing is looking for a skilled and enthusiastic PR and Social Manager to join our client's friendly andvibrant team. This full-time PR and social management role offers a salary of £30k-£45k p/a and excellent...

  • Social Media Manager

    Found in: Talent UK C2 - 2 weeks ago


    Leeds, United Kingdom Ponderosa Agency Full time

    Role overview: As Social Media Manager, you take charge of the day-to-day management of a series of client accounts. These currently range across a variety of industries, including Food and Beverage, Travel and Leisure, Home, Electronics, and more. You’re responsible for ensuring your team are creating and executing social content that is in line...


  • Leeds, United Kingdom Nationwide training centre Full time

    We are currently looking for a Social Media and Content Intern to join us for a 6-month internship. We’re looking for someone highly motivated, organised and TikTok-obsessed, to work on planning, filming and editing videos for the food and beverage brands we work with. The main purpose of this internship is to help to develop engaging organic content that...


  • Leeds, United Kingdom Jo Holdsworth Recruitment Full time

    This part-time temporary role is working for a well-established Leeds City Centre based employer and has the potential to become permanent. You will be working for a high-profile employer in an extremely varied administrative and extensive customer service-related role within the Social Media Department. **Job Profile** The social media team are...


  • Leeds, United Kingdom Jo Holdsworth Recruitment Full time

    This part-time temporary role is working for a well-established Leeds City Centre based employer and has the potential to become permanent. You will be working for a high-profile employer in an extremely varied administrative and extensive customer service-related role within the Social Media Department. **Job Profile** The social media team are...

  • Social Media

    6 days ago


    Leeds, United Kingdom MET Marketing Full time

    We are currently working with one of the UK's fastest growing e-commerce businesses who are based in the heart of Leeds City Centre who are on the lookout for a Social Media & Influencer Executive to help them achieve their ambitious growth plans. The businesshas grown significantly over the last 6 years and have taken the lifestyle sector by storm since...


  • Leeds Bradford Airport, United Kingdom Jet2.com and Jet2holidays Full time

    Permanent - 40 Hours **Salary** - Excellent **Country** - U.K **What you will be doing...** - As our new **Social Media Assistant (Community Management)**, you’ll manage and support our community of followers across all of the social media platforms that we are active on; Facebook, X (formerly Twitter), Instagram, TikTok, YouTube and LinkedIn. Ensuring...

  • E-commerce Lister

    3 days ago


    Leeds, United Kingdom NEXT LEVEL BRADFORD LTD Full time

    An excellent opportunity to join a long-established multi-channel retailer based in Bramley Leeds specialising in Movie, Tv & Comic Merchandise. We are looking for an individual with good written English and a keen interest in social media to assist in maintaining & developing e-Commerce online content, and social media channels. Key Duties Creating new...

  • Media Planner

    6 days ago


    Leeds, United Kingdom Appcastenterprise Full time

    Job Advert **Do you have a background in Media Planning?Can you demonstrate your understanding of all media channels including TV, Radio, digital, social, print, OOH, and search? Can you review and analyse metrics to leverage insights from data to improve mediaeffectiveness? Can you demonstrate your understanding of digital, social and emerging...