Community Manager

Ashaphak Wood Works; Manchester; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Annual profit share

Homegrown training programme

Birthday off

Wellbeing day off

Flexible public holidays

Health Insurance

Contributory pension up to 5%

121 coaching and mentor

Job summary

Tangerine is seeking a customer service expert to manage conversations with followers across social accounts. You’ll monitor channels, craft engaging replies, and collaborate with teams to resolve queries while supporting content development.

Ideal candidates bring strong writing, excellent communication, and a genuine personality. Flexible hours and a focus on wellbeing are part of our inclusive culture.

Qualifications

• Experience managing social media conversations with strong written communication.
• Familiarity with monitoring tools such as Brandwatch, Hootsuite or Sprout Social.
• Experience in customer service or support via chat, email or social channels.
• Ability to adapt tone of voice to different brand conversations.

Responsibilities

• Monitor social channels daily using web-based systems to assist customers.
• Respond with engaging, informative replies across key accounts.
• Collaborate with operations and wider teams to resolve queries and improve content.
• Escalate issues or opportunities and use tools to resolve problems quickly.
• Demonstrate understanding of processes and utilize software systems.

Skills

Strong communication

Excellent writing

Adaptability

Attention to detail

Customer service experience

Tools

Brandwatch

Hootsuite

Sprout Social

Job description

We’re looking for a customer service expert to take care of our customers who follow our social media accounts. You’ll provide engaging, informative responses, across some of our key accounts.

The Role

• Day-to-day monitoring of our client’s social channels using web-based systems to help make our customers’ lives easier with relevant, engaging and informative conversations. (We currently use Brandwatch, Hootsuite and Sprout Social as our main platforms.)
• Work with our teams to keep customers up to date and create solutions, along with liaising with our operations and wider teams to assist with any queries. You will also be given opportunities to assist the wider team in developing and managing content for social media
• Escalate any issues, opportunities or insight when needed and use the tools provided to resolve any problems swiftly
• Demonstrate an understanding of processes and technical knowledge and fully utilise software systems
• Carry out any other reasonable tasks as requested by the management team
• Use creative thinking to flex a brand’s tone of voice to interrupt social conversations and react to trending posts

37.5 hours per week, spread over the following times (5 working days per week)
- Monday – Friday 9am – 5:30pm
- Saturday/Sunday 9am-3:30pm or 3:30pm-10pm
If weekend days are worked than a day is given back during the week

What you'll Bring

• Strong communication skills
• Excellent writing skills
• Genuine enthusiasm and lots of personality
• Ability to adapt tone of voice to match the nature of the conversation
• Practical experience with social media monitoring tools e.g., Brandwatch / Hootsuite / Sprout is preferrable but not essential
• Experience using Facebook, Twitter, Instagram and TikTok with a good knowledge of the social landscape
• Experience in customer service / support roles, may this be in person or via telephone, email, live chat etc.
• Attention to detail

About Us

We’re Tangerine – a team of over 100 talented content creators, digital planners, creative strategists, designers, account handlers and much more. We exist to help brands solve problems, think differently, be more influential and connect with people.

Our vision is to be the specialist communications agency that top brands want to work with and the most talented people want to work for.

Our culture is really important to us in achieving that vision. We all share a passion to be the best, deliver meaningful work and push the boundaries. We encourage our people to think freely and push creativity, continually testing and learning. All of which means our clients get the stand-out they want and our people get to show how talented they are.

And as the first agency in the UK to become employee-owned (in 2017), we all have a real say in how our business is run and we all contribute to creating an environment where we and our ideas can flourish. It also means we put a lot of thought and investment into internal programmes, to make sure we can support each other’s wellbeing. This supportive culture and our generous package of benefits and employee initiatives is why people love to stay with us and grow as part of our agency.

What We Offer

• An annual tax-free profit share
• A healthy annual training budget supported by our Homegrown training skills development programme
• A generous holiday scheme including your birthday off
• Wellbeing day off once a quarter
• Late start/early finish once a quarter
• Agile working
• Flexible public holidays
• Health Insurance
• Charity, Wellbeing and Social events
• Interest-free loans
• Contributory pension up to 5%
• Enhanced dependents /maternity/paternity/sick pay
• 121 coaching and mentor

Open To All

We are committed to fostering a diverse and inclusive workplace were everyone can thrive and help enhance the way we work through their unique perspectives and experiences.

Please get in touch to discuss any assistance you may require with our application process.

Direct Applicants only