Job Title

Job Title: Customer Service Social Media Specialist/Community ManagerLocation: Remote and hybrid - average one day in the office in Maidenhead, BerkshireReporting to: Digital Media Manager UK & ROISalary: £25K p/aContract duration: 9 monthsProbationary period: 3 monthsPOSITION SUMMARY As part of the UK & ROI Digital Marketing team, the Customer Service Social Media Specialist will perform community management and solve customer’s questions and complaints related to our tools, striving to achieve customer satisfaction. The CSSMS will be working directly with the Customer Service Representatives and with the local UK Digital Marketing team as part of the integration between them as a point of contact to receive and transmit guidelines.The ideal candidate must be familiar with community management handling for social media platforms (Meta, TikTok, LinkedIn) and with customer service support, identifying customer needs, displaying empathy, and using active listening to be the voice of our brands in the UK/ROI region, finding the best resolution for the customer while working collaboratively with the Digital Marketing team.This role will work closely with the following stakeholders:UK & ROI Digital Marketing teamRegional Digital Marketing teamBrand Marketing teamRESPONSIBILTIES Community Management & Customer Service (75%)Effectively and professionally handle all customer inquiries through Social Channels including Facebook, Instagram, TikTok, and LinkedIn to ensure satisfaction while supporting the company's Key Performance Indicators (KPIs). KPIs measured will include, but not be limited to, TPH, CSAT, MOD (moments of delight), NPS, and other team goals set by the Customer Service organisation.Answer professionally, and following the brand voice guidelines provided, for Social Channels interactions (comments, internal messages, other content), including those which do not include Customer Service queries.Act as a liaison with other departments as needed to advocate for the customer.Maintains working knowledge of all company products, services, and processes.Monitoring and assessing ongoing campaign performance; assisting in strategic analysis of campaigns together with the rest of the Customer Service team.Review and feedback on performance reports during the campaign live period, ensuring campaign performance is optimised.Review and feedback on campaign close-out reports, helping communicate key insights and recommendations to the Customer Service Representatives and the local market.Align with the Customer Service Representatives to ensure Community Management service is working at optimal levels.Work closely with the Customer Service Manager EMEA and the local UK & ROI Digital Marketing and Brand Marketing leaders in making sure Customer Service Representatives are aligned with Digital Marketing and Brand strategy and voice.Crisis management and review of monthly crisis reports that are provided by our crisis monitoring agency partner.Social Media Analysis & Insights (25%)Share competitive and brand social media insights at least monthly (or following the frequency established by the Customer Service Manager), with the help of our social media analysis tool (i.e., Sprinklr) and CRM (i.e., Zendesk).Together with the Customer Service leaders, provide insights to keep building on our media strategy and principles to optimize Community Management and Customer Service.MIN. QUALIFICATIONSHigh School Diploma or its equivalent requiredMinimum 1 year of experience within customer service environmentMinimum 1 year of experience in community management – additional studies in marketing, advertising, communications, or a related field preferredGood knowledge of Facebook, Instagram, TikTok, and LinkedIn platforms is a mustNative level of English is a must. Other European languages will be a plus.Experience working with Zendesk CRM and social media analytics tools such as Sprinklr, Sprout, Koros, Emplifi, or similar is a plusAnalytical mindset with the ability to interpret data and KPIsExcellent written & verbal communication skills with the ability to present complex solutions in a simple narrative to a broad audienceCreative thinking & problem-solving abilities to develop innovative ideas 'solutionsAbility to work collaboratively in cross-functional, multi-national teams across a matrixed organizationComfortable to build & nurture strong working relationships with internal & external stakeholders from a remote setting Great collaboration skills to handle relationships with stakeholders across markets