Social Media Executive Customer Services - Talent Bank

West Coast Partnership Development; Birmingham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A transportation services company in Birmingham seeks a Social Media Executive to manage digital customer interactions. The role involves flexible shifts and engaging with customers across social platforms. Ideal candidates have strong social media skills, exceptional writing ability, and a passion for customer resolution. Join our team and help create unforgettable customer experiences.

Benefits

Final Salary Pension Scheme

Free Travel on Avanti West Coast

75% Off Leisure Travel

30 Days Holiday

10 Free Journeys with First Group services

Qualifications

• Strong understanding of social media platforms, trends, and tone.
• Exceptional writing skills with a flair for tone and personality.
• Experience in social media and customer service.

Responsibilities

• Deliver responsive and engaging customer service across social media.
• Engage with customers and stakeholders in real time.
• Monitor and respond to messages to ensure brand reputation.

Skills

Understanding of social media platforms

Exceptional writing skills

Customer resolution passion

Creativity

Attention to detail

Job description

Social Media Executive

Are you a skilled communicator with a flair for digital engagement? Do you love using social media to spark genuine interactions? If so, we’d love to welcome you aboard!

We’re looking for a Social Media Executive to join our vibrant Social Media Customer Service team, representing Avanti West Coast across our digital platforms. This role involves working flexible shifts between 07:00–22:00, seven days a week, to ensure exceptional customer care around the clock. Successful candidates will join our Talent Bank, a pool of pre-screened professionals ready to step in when needed.

Responsibilities:

1. Be the Voice: Deliver responsive, engaging, and on-brand customer service across all social media channels.
2. Build Connections: Engage with customers, media, and stakeholders in real time, especially during peak hours.
3. Collaborate Across Teams: Partner with Corporate Affairs, Marketing, Brand, and Customer Resolutions.
4. Safeguard Our Reputation: Monitor and respond swiftly to messages, ensuring our brand shines.
5. Resolve with Care: Provide fast, friendly, and accurate responses, aiming for first-time resolution.

Qualifications:

• Strong understanding of social media platforms, trends, and tone
• Exceptional writing skills with a flair for tone and personality
• Passion for first-time customer resolution
• Creativity, attention to detail, and a collaborative spirit
• Experience in social media and customer service

Benefits:

• Final Salary Pension Scheme
• Free Travel on Avanti West Coast for you and your family
• 75% Off Leisure Travel with other train operators
• 30 Days Holiday, increasing to 37 with service (including bank holidays)
• 10 Free Journeys with other First Group train services

Join the conversation. Shape the journey. Apply now and help us make every interaction unforgettable.

At Avanti West Coast, we value diversity and are committed to creating an inclusive workplace where everyone feels supported and valued. We welcome individuals of all backgrounds, identities, and abilities to apply. Bring your whole self to work and help us build a stronger team.