GTR are recruiting a Social Media Advisor based out of our Rail Operating Centre in Three Bridges

This is a great opportunity for an individual with a proven track record to work for one of the country's busiest and award-winning rail companies.

You'll be responsible for keeping our customer information updated via our Twitter channels during times of disruption or planned work taking place across our network, making the information engaging, informative and directive. You will be the first point of contact for passengers via social media where you'll be responding to an array of queries. This role is an exciting, varied position where you'll also be the main support to the Customer Service Team Leaders which will involve; looking at alternative transport options, writing disruption messaging for our website and liaising with other Train Operating Companies to provide excellent customer service. If you're ready to embrace this excellent opportunity where you can make a genuine impact, we encourage you to apply today!

Please note: that this is an on-site role with early and late shifts and we cannot offer any hybrid working

Key Accountabilities:

• Live service information is published accurately in a timely way and supports customers in understanding changes to their journey, this involves being creative and directive to make sure the customer has clear guidance.
• The company's reputation is maintained and enhanced by delivering high-quality information through social media in an operational environment.
• Safety or security issues are reported quickly to the correct teams to ensure they are managed effectively.
• Customer issues are escalated and managed effectively.
• Proactive and engaging person who seeks information to improve the customer experience and customer information offered.
• Actively supports the Customer Service Team Leader to arrange alternative travel options for customers during disruption in an organised and effective manner.
• Be accountable for training and supporting new recruits and staff to develop their knowledge and skills, fostering a culture of continuous improvement and shared expertise.

Knowledge:

• Thorough knowledge of information processes and systems.
• Understanding of customers' needs in a high-pressure service environment.
• Wide knowledge of customer service.
• Understanding of GTR's social media channels
• Understand how our customers receive information
• Previous railway experience.
• Experience of working in a ‘customer-focused' environment
• Have a communications background

Skills:

• Proactive at problem-solving and communicating effectively
• Developing and sustaining strong customer relationships
• Able to multi-task a number of high-pressured incidents and knowing what to prioritise.
• Identification of customer issues and successful resolution.
• Computer literature with reasonable typing speed.
• Resilient with the ability to diffuse challenging situations.
• Focused, motivated & results orientated.
• Strong problem-resolution skills.
• Good standard of written and spoken English.
• Demonstration of tenacity and positive attitude.
• Personable, friendly, and possess a willingness to be a strong customer advocate.
• Passionate, dynamic individual with enthusiasm and drive.
• Personal style that is in tune with GTRs vision.
• Be able to multi-task
• The ability to maintain concentration in a rapidly changing environment.

Experience:

• Ability to use and understand multiple systems.
• Fast-paced environment where decisions are critical to the customer.
• Proven capability of building strong relationships within and outside the organisation.
• Experience in working as part of a team.
• Demonstrates a proven track record of achievement while being results-driven and a team player

What we can offer you 

• Final salary pension 
• 25 days holiday plus bank holidays 
• Health Care 
• Free travel on GTR and sister groups for you and your family 
• 75% off travel on other train operating companies for you, and leisure for your family 
• Discounted Oyster Card 
• GTR offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave - all part of our commitment to family friendly policies 
• StarHub – our great benefits package which, for example, includes discounts with many retailers.