Social Media Advisor

Job Description

Here at First us National Contact Centre, we are looking for a SocialMedia Advisor to join our fast paced, high volume, customer services team!You will be the first point of contact for customers who choose to contact us on SocialMediawith a query or complaint, so first impressions are vital! You will provide excellent customerservice, resolving all queries and complaints in a timely manner, whilstfollowing allFirstBus policies, processes and procedures.Experience in handling a wide range of data to make informed decisions, achieving delivery of KPIs and updating system records accurately is essential.37.5 Hours spread across Monday to Friday, 7am to 7pm; Saturday & Sunday, 9am to 5pmWelcome to FirstBusHello. FirstBus is one of the countrys largest busoperators - taking 1.6 million customers to their destinations every day. Were a forward-looking business at the forefront of bustechnology, leading the way on contactless payments, mobile Apps and realtime information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. Its an exciting time to be here.About the roleThe main role of the Quality Coach is to conduct quality assessments across all of our contact channels, to ensure that ourCustomerService colleagues are providing an excellent & efficient customerexperience.We are the frontline in identifying areas for improvement and recognisingexceptionalquality. Utilising your strong feedback and coaching skills, you willsupport Operations and the Learning and Development team in the development of our staff.What will you be doing

• Engaging with a wide range of customers to resolve socialmedia queries in real time
• Leading by example to achieve all KPIs and and target levels
• Responsibility of managing and triaging all inbound social enquiries and comments
• Building an engaged community of customer advocates, through management of replies and asking questions to seed positive service discussions
• Collaboratingwith the PR, External Relations and Marketing teams to understand, contribute towards, and build on content and campaign plans that deliver a positive customerexperience
• Ensuring allcommunications comply withsocialmedia guidelines, best industry standards and protocols, demonstrating values around FirstBus Tone of Voice principles
• Multitasking on computer-based programmes, recording case notes and using systems to find specific information
• Building and maintaining relationshipswith key stakeholders across our Operating Companies to collaboratively deliver an enhanced digital and socialmediacustomerexperience
• Promoting new services and providing information on local changes

What are we looking for

• Significantexperience using SocialMedia channels in a professionalcapacity, withfamiliarity of key socialmedia and service metrics
• A vibrant and enthusiasticindividual, passionate about providing excellent customerservice
• Outstanding written communication skills, with the ability to change and adapt your style and tone of voice to suit the needs of the audience
• Ability to network with the wider team across multiple functions
• Proactive in utilising information from a number of systems and managing a multitude of customer contacts/communications
• Ability to follow processes, adhere to policy & procedures, comply with GDPR, whilst also working on own initiative to help answer customer queries
• Previous experience of working to KPIs focused on delivery and quality
• Computer literate, including the use of all Microsoft packages
• Ability to work well under pressure in a fast-paced environment, whilst keeping a high attention to detail
• Experience of working in a customer facing role which is driven by quality and service
• Ability to work autonomously, delegate and prioritise.

What can we offer you

• Leeds City Centre office (directly behind the train station)
• Hybrid Working
• 25 days Annual Leave + Bank Holidays
• Free bus pass for you and your family on joining
• First Xclusives - Discounts on many high street brands, supermarkets, holidays and cinema tickets, to name a few
• First My Rewards - Discounted train travel for you and your family after 6 months service - travel as far as London/Edinburgh for £6!
• Generous pension and shares scheme
• Employee Assistance Programme - 24hr, 365 days a year mental health support

We put a big focus on physical and mental wellbeing at FirstBus. We recognise that anyone can be affected by the stresses and strains of work, or life outside it. Youll find a range of health-promotioninitiatives, and you will have 24/7 access to ourconfidentialEmployee Assistance Programme.Apply now! We look forward to receiving you application.Public transport serves everyone, whatever their differences. At FirstBus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusiveorganisation because diverse backgrounds, thinking and experiences bringso many benefits to our customers, communities and people. We welcome applications from all.