Social Media Officer – Cardiff, Wales
Salary: 35,839Please note: You must be proficient in spoken and written Welsh, as this is an essential requirement of the role
TheRole
TheSocialMediaOfficerwillsupportthe day-to-daydeliveryof TFWsocialmediachannels alongwiththeSocialMediaManager tosupportCustomerRelationsManagementin shaping and delivering thesocialmediastrategy.
Roleresponsibilities
- Provide an engaging,informativeand friendlyinteractiveexperience for our customers via onlinesocialmedia, replying to messages, posting key service updates andsupportingthedeliveryof thesocialmediastrategy.
- Youwillrespond tocustomerfeedback, queries and complaints viasocialmedia, ensuring all queries are answeredappropriatelywithin our target response times and that the company’sreputationis maintained and promoted. To do this, youwilluse avarietyof resources and industry systems, includingliaisingwithother internal departments and industrystakeholders, to fullyinvestigatethe reasons forcustomercontact. In the process,identifyinghighprioritycontacts including safety, PR andsecurityissues.
- Youwillensure the calendar ofactivitiesis adhered to and is developed to implement newsocialcontentandidentifyareas ofimprovementthatwillsustain growth and engage existing and potential customers.
- Supportthedeliveryof engagingsocialcontentand campaigns. Help toadministerand coordinate posts within thecontentcalendar. Act as achampionforsocialmediabest practice and provide updates to CRManagementon emerging trends. Help to deliver theSocialMediaStrategy in linewithbusiness andcustomerneeds, ensuringcustomerexpectationsare met.
- Youwillassist inanalysingand reporting on key metricsgeneratedbysocialcontent.
- Help to buildrelationshipswithinternal/externalstakeholdersand providemanagementinformationfrom listening tools/analysis to gain greaterunderstandingof oursocialmediausers.
- Keep up to datewithsocialmediadevelopmentsand methods to drivecustomerengagement. Researchcompetitoractivityand generate new ideas forsocialcontentand processes based on best practice and measure success.
Whowe’relooking for
- Welsh Language skills, verbal and written
- Ability to work under pressure
- Welsh Language skills, verbal and written
- PreviousCustomerService Experience
- Experience of usingsocialmedia
- Ability to work alone and as part of a team
- Excellentsocialconversationskillswiththe ability to create engagingcontent
- Goodorganisationalskills
- A creative thinkerwitha passion forsocialmedia
- Proficient in Microsoft packages
Welsh Language Skills
Welsh language skills are an essential requirement for this role.
TfWsupport anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.
EqualOpportunities
We’re changing the way the transport industry looks. By celebrating and embracing differences, we’re building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels.”
Who we are
Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We’re building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.
Next steps
See attached Job Description for further details and how to apply. If you want to find out more about what we’re doing in Wales, see our Annual Report.
We’re a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.
This advert will close at 23:59 on the day of the application closing date stated above. However, we reserve the right to close this vacancy early if we receive enough applications. We encourage you to submit your application as early as possible.
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