Vacancy for External Social Media Advisor (2 years FTC) - Three Bridges

Job Reference: GTR/2445
Job Title: External Social Media Advisor (2 years FTC) - Three Bridges
Job Status: No
Job Status:

Safety Critical - click here to find out more

Training Salary: Competitive
Salary: £27,000
Location: Three Bridges
Hours of Work: Early & Lates
Job Expires: 23 May 2019 at 12:00PM

About Govia Thameslink Railway


Job Title: External Social Media Advisor

Location: Three Bridges, Crawley

Grade: MG4

Salary: £27,000 + Great Benefits including free travel on our services

Reports to: Social Media Manager

Now recruiting a dynamic social media whizz!

Our social media advisors are responsible for delivering excellent customer information and support via social media channels. Your role will focus on delivering consistent and up to date messages, and delivering excellent customer service. You’ll already be a confident communicator, able to tackle all types of situations with a positive outlook. Ideally you’ll have worked in a similar social media or customer relations role in the past.

To succeed in this role, first and foremost, you’ll need to be confident and IT savvy. You’ll work well within a team, and will be able to gather information from multiple sources and respond to customers quickly. You’ll have excellent verbal and written communication skills, and a very high level of accuracy. Customer service excellence has been a part of the way that you work for many years, and you quickly pick up new technologies. Knowledge or experience of the UK rail industry is also highly beneficial but not essential.

 Key roles and responsibilities

  • Answer customer queries/comments/suggestions in a timely manner using approved social media channels 
  • Understand and work in conjunction with the social media strategy
  • Ensure the company’s reputation is maintained and promoted by providing appropriate responses to customer contacts
  • Drive customer advocacy and identify areas for improvement that align to key business objectives
  • Identify high priority contacts including safety, PR and security issues
  • Assist the wider team in the production of data that will help improve audit outcomes
  • Manage challenging situations by liaising with or informing  appropriate colleagues
  • Report any safety or security issues to the correct people/offices

Your working week will be 37 hours per week, working within a team covering 6am-11pm Monday-Friday with some occasional weekend work.

In return, you’ll be rewarded with an interesting and varied work schedule, in an environment where learning and progression is actively encouraged. You’ll enjoy great company and industry benefits, including travel on our services (Thameslink, Southern, Great Northern and Gatwick Express) as well as the support of a passionate team. You’ll get a market leading pension, as well as discounts with many retailers. You’ll be fulfilling a role that is integral to our continued successacross the almost a quarter of all UK rail journeys.

This role will be based at The ROC, Network Rail’s modern facility at Three Bridges.

Govia Thameslink Railway (GTR) is a dynamic and progressive company, powered by a great team of dedicated and professional people. We employ approximately 6,800 staff based at over 100 locations over the UK’s busiest rail network.

We operate trains on the Thameslink Route, Great Northern route, Southern Route and theGatwick Express. We are the largest train operating company in the UK (22% of all passenger rail journeys in the UK); managing 239 stations and delivering 273 million passenger journeys per year.

GTR is part of Govia - a partnership between two world-class transport operators – the Go-Ahead Group and Keolis.


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