Social Media Customer Services Manager

Social Media Customer Services Manager – Leeds City Centre – £24K-£28K + Excellent benefits

Overview:

RH Recruiting are working in partnership with a market leading digital company located in Leeds City Centre (recently nominated as one of the Sunday Times Top 100 companies to work for) and seeking a Social Media Customer Services Manager to join the team.

The Role:

Working within our dynamic Social Team as a Social Media Customer Services Manager, you will be responsible for developing and coaching our existing Social Executives. Your role will also include reviewing and recommending areas of improvement to the customer journey. You will be working under high degrees of pressure in a fast paced and constantly evolving environment.

You will be responsible for making sure our crisis management strategy is fit for purpose. You will work closely with the Social Content/Brand and Contact Centre leaders, key to making sure we are answering contacts to an industry leading standard. You will also be working closely with our Contact Centre and Real Time team to make sure we are consistent in our approach when communicating with customers during BAU and Crisis Management.

The Individual:

To be successful in this role, you will be an experienced Team Leader/Manager who can demonstrate their skills based on a solid experience of working within a Social Media environment (Twitter, Facebook, and Instagram). Previous Social Media experience is essential, systems knowledge using Engagor being a desirable asset. You will put the customer at the forefront of everything you do and will be able to demonstrate your understanding of delivering coaching and feedback through effective quality monitoring, responding to the needs of individuals and varying learning styles as well as showing a proactive attitude to work and being able to react quickly under pressure in a fast paced environment, always setting an example for your executives and leading from the front in a professional manner. As well as this, experience of dealing with HR processes and procedures would be advantageous. You will need to be flexible and adaptable as working hours will be any 5 days out of 7, including evenings, weekends and bank holidays between the hours of 07.00- 00.00am.

The Package:

As a valued employee you will benefit from:

* £24K-£28K depending on experience
* Free Sky+HD premium package
* Excellent Pension Scheme
* Private Health Care
* Range of other benefits to help you make valuable tax and national insurance savings