Social Media Customer Service Specialist

Our client, a creative agency based in Marlow, is looking for a Social Media Customer Service Specialist to keep their clients' online communities engaged (this is not a content creation role).

The successful candidate will work with a variety of audiences on Facebook and Instagram, for some of the UK's biggest and well known brands.

You will be engaging with the brands' communities, responding to a variety of comments, queries and questions. You will be able to shift seamlessly between writing styles and are as comfortable interacting with bus drivers in Bradford as you are speaking to cocktail connoisseurs in Germany.

You will also be able problem solve, empathise and moderate discussions within the framework of a brand's identity and tone of voice, able to understand that community management is more than just a tick-box activity for brands and appreciate how a well-managed community can support wider marketing activities.

This role is hybrid (2-3 days a week from home), full time and is paying £28k - £30k plus benefits.

Duties include

• Prioritise active engagement with the community, responding promptly to comments, messages, and mentions, fostering conversations, and building relationships
• Initiate and nurture a sense of community among followers by facilitating discussions and encouraging user-generated content
• Monitor Social Media channels for mentions of the brand, industry trends, and relevant conversations within the community
• Handle any negative feedback or crises within the community effectively, maintaining a positive atmosphere and addressing issues in a timely manner.
• Identify and empower community advocates, recognising their contributions and leveraging their support to amplify the brand's message within the community
• Gather feedback from the community regarding their preferences, concerns, and suggestions, and communicate these insights to relevant stakeholders
• Track and analyse community engagement metrics to evaluate the health and growth of the community and use insights to refine community management strategies.

Skills/Experience

• Social Media: Experience of Social Media channels including Facebook, Instagram, X and TikTok and social management tools (Sprout, Hootsuite or similar)
• Excellent Communication: Strong interpersonal and communication skills are essential for building relationships, fostering discussions, and resolving conflicts within the community
• Empathy: The ability to empathise with community members, understand their perspectives, and address their needs and concerns effectively
• Organisational Skills: Strong organisational skills to manage multiple communities and discussions effectively
• Analytical Skills: The capability to analyse community engagement metrics and derive actionable insights to optimise community management strategies
• Adaptability: Flexibility and adaptability to respond to evolving community dynamics, trends, and challenges

Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training, and skills. If we do not have anything suitable, we will not keep your CV for more than 30 days.

As an equal opportunity employer, Bucks and Berks Recruitment is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.