Customer Service Advisor

1 week ago

Wakefield, United Kingdom Card Factory Full time

Job Introduction
We are recruiting for a Social Media Assistant to join the Customer Marketing team at Card Factory in Wakefield. This newly created role in our Customer Marketing team will be responsible for managing and supporting our online community across all social media platforms that we are active on; Facebook, Twitter, Instagram and LinkedIn, across our cardfactory, Getting Personal and recruitment social media channels.

This role is available on a hybrid basis, combining working from home with 1-2 days a week in the office (flexible).

Main Responsibilities
- Deliver the customer service/Social KPI’s
- Ensure responses are aligned with our social tone of voice guidelines and are consistent with our brand personality
- Monitor message sentiment & share stand out content with Social Media Manager
- Tailor responses in-line with business and social channel tone of voice and audience
- Build relationships across retail, online and customer marketing and communications teams
- Escalate issues that have the potential to generate widespread negative sentiment/media coverage
- Share positive feedback or key insights obtained via our social media channels with the relevant areas of the business
- Seek out opportunities to engage in conversations to help cultivate an active community

You will have enthusiasm and passion for all things social media and a strong combination of the following experience:

- Previous experience in a customer service focused role would be beneficial
- An enthusiasm for helping people, you’ll be proactive and pride yourself on problem-solving
- A good knowledge of the Social Media platforms that we operate on
- Strong communication skills
- A self-starter who works on initiative
- Strong copywriter with attention to detail
- A desire to take responsibility
- Hands on team player

About The Company
Card Factory is a great place to work. We're proud to have recently been named the #3 best place to work in the UK, and #1 in retail in the UK, by Glassdoor. This recognition reflects our commitment to creating a positive and supportive workplace culture, where every employee feels valued and empowered to succeed.

At cardfactory, we believe in striking a balance between hard work and enjoyment. We encourage you to pursue a career that you are passionate about, so that work feels like a fulfilling endeavour every day.

Sportswift Ltd T/A Card Factory

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