We are currently working in partnership with a leading UK Rail Operator based in Birmingham, who are recruiting for a Customer Service Executive (Social Media) on a temporary six-week contract. The position is due to start as soon as possible with a competitive hourly rate and a hybrid working pattern (2/3 days working from home per week).

The ideal candidate will be a creative and self-motivated customer service professional with exceptional writing skills, a strong understanding of digital trends, and a passion for delivering engaging online customer experiences, particularly through social media platforms. They will bring proven experience in social media and customer service, thriving both independently and collaboratively to enhance brand loyalty and advocacy.

Duties will include (but are not limited to):

• Maintaining a high level of customer engagement, whilst protecting brand reputation
• Giving quick, accurate and personable real-time responses to support customers, aiming for first time resolution
• Looking for and jumping on current trends to maximise engagement
• Working with Head of Social Media Customer Services to ensure social media interaction, monitoring and reporting is in place
• Collaborating with the Head of Social Media Content with content development and supporting the implementation of the Social Media strategy
• Maintaining high levels of performance in metrics such as response times, tone of voice, tagging, sentiment and customer satisfaction scores

Experience required: 

• Experience in social media within a face-paced customer services team is essential

Skills, knowledge and expertise required: 

• A thorough understanding of current and potential Social Media Trends and platforms is essential

• An outstanding level of writing skills that can be adapted to the organisation's brand tone of voice
• A strong understanding of social media and how it impacts a brand
• Good eye for detail
• A passion for first time customer resolution
• Self-motivated and a creative thinker, with a passion for communicating and collaborating with others
• Flair for creating great online customer experiences that drive advocacy and loyalty

Working hours:

• Shift work covering 5 out of 7 days a week
• Flexible shift hours between 07:00-22:00

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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