Social Media Accessibility Executive

3 weeks ago


London, United Kingdom Reed Marketing & Creative Full time

A leading transport provider are seeking a Social Media Accessibility Executive to join their growing team.
Working collaboratively with the wider Corporate Affairs department, as well as the Marketing and Brand teams, the role is responsible for every aspect of communicating with the company’s disabled customers on social media, with the goal of improving customerexperience and driving bookings amongst this audience.

Key responsibilities will include:

- Answering customer service queries, primarily within their dedicated Facebook Group and through a new Remote Chaperone trial.
- Creating useful content and sharing business and industry news with an accessibility focus.
- Delivering the long-term growth strategy for the Facebook Group and working with the Head of Social Content to identify opportunities to further expand reach.
- Developing the influencer programme to drive awareness and engagement.
- Working with internal and external stakeholders to raise the profile of work and establish the company as industry leaders.
- Encouraging and harnessing customer feedback, especially from the disabled community. Using these insights, working collaboratively with colleagues and wider industry partners to come up with innovative ideas and drive positive change.
- Helping to launch and run a Remote Chaperone trial, which will allow disabled customers to receive real-time support during their journey from the team.
- Giving quick, accurate and personable real-time responses, primarily within the Facebook Group, to can make a real difference for our customers
- Ensuring all content on main social channels is optimised for accessibility.
- Being an accessibility champion within the team, sharing your knowledge, industry news and passion with the wider team to drive continued professional development around accessibility for all.
- Working office hours Monday to Friday, with some out-of-hours support required.
- Whilst your focus will be on disabled passengers, you may also be required to support the wider content team on the main social channels and ad hoc campaigns.

**Skills**:

- A strong understanding of Social Media and how it impacts a brand - ideally in both content and community management.
- Passion for and experience in accessibility.
- Excellent communication and interpersonal skills.
- Self-motivated and a creative thinker.
- A passion for first time customer resolution and great online customer experiences that drive advocacy and loyalty.
- Outstanding copywriter with the ability to adapt to our brand tone of voice.
- Experience growing and nurturing online communities.
- Photoshop and video editing skills.
- Experience working with influencers.



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