Summary: The Customer Service Social Media Specialist/Community Manager will be responsible for community management and addressing customer inquiries through social media platforms, ensuring customer satisfaction while collaborating with the Digital Marketing team. This role requires effective communication and empathy to represent the brand voice in the UK and ROI regions. The specialist will also analyze social media performance and provide insights to optimize community management strategies. The position is remote and hybrid, reporting to the Digital Media Manager for the UK & ROI.

Key Responsibilities:

• Handle customer inquiries through social media channels, ensuring satisfaction and supporting KPIs.
• Respond professionally to social media interactions, adhering to brand voice guidelines.
• Act as a liaison with other departments to advocate for customer needs.
• Monitor and assess ongoing campaign performance and provide feedback on performance reports.
• Align with Customer Service Representatives to optimize community management services.
• Manage crisis situations and review monthly crisis reports.
• Share competitive and brand social media insights regularly.
• Collaborate with Customer Service leaders to enhance media strategy and community management.

Key Skills:

• High School Diploma or equivalent.
• Minimum 1 year of experience in customer service.
• Minimum 1 year of experience in community management.
• Good knowledge of Facebook, Instagram, TikTok, and LinkedIn.
• Native level of English; other European languages are a plus.
• Experience with Zendesk CRM and social media analytics tools.
• Analytical mindset with the ability to interpret data and KPIs.
• Excellent written and verbal communication skills.
• Creative thinking and problem-solving abilities.
• Ability to work collaboratively in cross-functional teams.
• Strong relationship-building skills with stakeholders.

Salary (Rate): 25000

City: Slough

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other