Social Media Officer

2 weeks ago

Portsmouth, United Kingdom SSE Full time

**Base Location**: Portsmouth (PO9)

**Salary**: £29,504 - £34,757 + generous shift allowance + a range of other benefits to support your family, finances and wellbeing.

**Working Pattern**:12-month fixed term contract** | Full Time Shift Worker (inc. night working) | Office based in Portsmouth

Join Our Team as a Social Media Customer Advisor

Are you a confident communicator with a passion for customer service? Join SSEN’s 24/7 Customer Operations team, where you'll handle customer interactions across our social media platforms —delivering fast, professional responses and helping us maintain our 9/10 satisfaction score.

You’ll resolve enquiries, log network issues, support inbound calls during busy times, and create reports on engagement and sentiment. This is a shift-based role (earlies, lates, nights) with some on-call work required.

**We work around the clock, 365 days a year, so flexibility is essential. This includes early, mid, late, and night shifts along with an element of on-call support.**

**You will**:

- Manage all customer interactions across SSEN’s social media platforms (e.g. WhatsApp, Facebook, X, Instagram), ensuring timely and effective responses.
- Respond to enquiries, resolve complaints, log network damage, and help maintain a customer satisfaction score above 9/10.
- Schedule proactive social media posts and support the Customer Contact Centre with inbound calls during peak times.
- Produce analytics reports for internal teams, including metrics on reach, engagement, and sentiment.

We are a 24/7 department working 365 days a year delivering an industry leading experience to our customers. A mixture of earlies, mids, lates and night shift working will be required.

**You have**:

- Proven customer service experience across written, face-to-face, and telephone interactions, with confidence in handling complaints professionally.
- Strong attention to detail, including excellent spelling and grammar, and proficiency in Microsoft Office.
- Experience with various social media platforms and the ability to tailor communication to different audiences.
- A proactive, flexible approach with a willingness to support the wider team when needed.
- Outgoing and engaging personality with excellent interpersonal, organisational, and creative skills.

**About SSE**

SSE has a bold ambition - to be a leading energy company in a net zero world. We're investing around £10 million a day in homegrown energy to help power a cleaner, more secure future. Our investment will see us build the world's largest offshore wind farm and transform the grid to deliver greener electricity to millions.

SSEN Distribution, part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and energy experts keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future.

**Flexible benefits to fit your life**

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

**Work with an equal opportunity employer**

**Ready to apply?**

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