Social Media Team Leader

2 weeks ago

Barnstaple, United Kingdom 3sixfive Pro Limited Full time

We’re looking for a dedicated and passionate Team leader to join our Community Management team, and work with some of the UK’s biggest brands. You will respond to our clients’ customers via a range of social media platforms, providing excellent customer service and engagement. As a Team Leader, you will support our Social Media Assistants through guidance and training to enhance the customer / fan / guest experience via social media, helping to build our clients’ audience and presence on Facebook, Twitter, Instagram, LinkedIn and TikTok. Furthermore, you’ll work directly with our clients to help resolve enquiries and complaints, to report trends or challenges in the moment, and to support in strategising during crisis situations.

**What you’ll be doing**
- Responding to all comments, posts, enquiries and complaints for 3sixfive’s client base in a timely manner
- Mastering each client’s individual tone of voice and ensuring that their brand guidelines are met at all times
- Directing and managing a team of social media assistants in meeting our clients’ needs throughout the day, complying with our SLAs and delivering on our KPIs
- Being on alert for potentially brand-damaging complaints on social, making our clients aware of these, and offering advice to limit reputational damage
- Assisting in the training and continuous development of our social media assistants
- Provide day-to-day assistance in the management of brand social media communities
- Have a good understanding of all clients, ensuring you are up to date on all the latest changes
- Work efficiently as part of a team, ensuring effective communication throughout the day
- Working closely with other departments to provide the highest quality of service to our clients

**What skills we’re looking for**
- Previous leadership or management experience
- Previous experience in a Customer Service role
- A passion for social media and an understanding of how brands use these channels
- Excellent communication skills, both written and oral
- Strong time management skills
- Creative and an ‘out of the box’ thinker
- A high attention to detail
- A proactive and responsive approach to work
- Good organisational skills

**What’s in it for you**

This is a fantastic opportunity to join a growing company and team where you can work with some of the UK’s biggest brands, working alongside a friendly and collaborative team, and have development opportunities to further your career.

Job Types; Full-time, Permanent

Pay: From £24,500.00 per year

Work schedule: 8 hour shifts, mixture of day & evening work, weekdays & weekends on rota basis

**Job Types**: Full-time, Permanent

Pay: From £24,500.00 per year

**Benefits**:

- Casual dress
- Company pension
- Free parking
- Sick pay

Schedule:

- 8 hour shift
- Weekend availability

Supplemental pay types:

- Bonus scheme

**Education**:

- GCSE or equivalent (required)

**Experience**:

- Customer service: 2 years (preferred)
- Leadership: 1 year (required)

Work Location: In person

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