Customer Service Social Media Specialist

We have an exciting newly created opportunity for an experienced Customer Service Social Media Specialist to join our team in Portsmouth. You’ll play an instrumental role in representing the Checkatrade brand online by monitoring, moderating, and responding to customer comments on our socials. We are looking for a motivated and passionate Social Media expert to join our community as we grow our team and mature into excellence! You’ll join us at an exciting time with a top-leadership team on board and an ambitious five-year plan that will see us growing ten-fold. If you’ve got a background acting as a brand ambassador while providing outstanding Customer Service, then this is the role for you! Sound good? We’d love to hear from you.

Location: Portsmouth. Weekend coverage - Thursday to Sunday. Hybrid working applies (2 days in the office per week and 2 days working from home).

Where do you fit in?

Our mission is to be the trusted foundation of every home. Why? Because safe and happy homes matter. To drive this, we’re looking for an experienced Customer Service Social Media Specialist to raise Checkatrade’s brand awareness and provide excellent Customer Service by engaging with customers (trades) and consumers (homeowners) through various contact methods on Social Media.

Reporting directly to the Customer Services Operations Manager, you will focus on building rapport by providing clear, accurate and professional responses to enquires and complaints on Social Media channels such as Facebook and Twitter. You will be given full autonomy to manage both positive and negative feedback and be required to do the right thing by trades and homeowners, putting them at the heart of everything you do.

You will personalise each interaction to ensure they are as engaging and as impactful as possible and analyse and report on trends, raising issues with relevant stakeholders across the business.

What’s in it for you?

• An exciting opportunity to join a household digital brand that is investing heavily on its future and technology.
• A fast-moving scale-up business, with committed investors, ambitious plans and a clear roadmap on how we get there. We are at the point of a reset with big things to come. You’ll help us get there!
• £24,000 - £27,000 per annum, plus a brilliant benefits package including paid birthday leave, gym membership, discounts from a range of retailers, a tech scheme to help you buy the latest gadgets and much, much more.

We are an equal opportunities employer that is committed to diversity and inclusion in the workplace.

What do you need to succeed?

• Previous experience managing customer comments and complaints on Social Media channels.
• Excellent written communication skills, with immaculate spelling and grammar.
• Excellent Customer Service skills, remaining professional and fair in all customer engagements.
• Ability to build strong relationships with internal and external stakeholders.
• Proven ability to prioritise workload and adapt according to demand.
• Exceptional attention to detail with the ability to protect all personal and confidential data and information you may encounter.