Social Media Advisor

As a Social Media Advisor you will ensure that all contacts are responded to within the Service Level Agreement.

You will do this by constantly and consistency having a quality approach to all our Social Media channels.

Job Description.

• Ensure all contacts are responded to within SLA.
• Maintain the brand tone of voice.
• Create opportunities to engage with customers positively promoting the brand and products.
• Protect the brand from negative engagement across social media platforms.
• Maintain high productivity and accuracy levels.
• Communicate clearly - flagging any potentials issues with the Social Media Manager and team, being mindful of shift crossovers.
• Flag high risk contacts with the Social Media manager that require internal escalation and may require a non-standard approach and/or response.
• Alert internal teams/departments to product/promo/Ad/site issues flagged by customers.
• Complete Feefo Moderations
• Update Review Tracker
• Ensure customer queries received by post are logged and responded too.
• Provide Store line Evening Cover

Experience and skills:

• Strong writing , reading and communication skills.
• Good grasp of spelling & grammar
• Good eye for detail
• Able to investigate cases looking for key areas of concerns to inform the tone of the customer responses.

The successful applicant will complete the following shift patterns;

One week working in the office, one week based at home rotation.

One weekend in, one weekend off rotation.

These hours will be 8 to 4 or 1pm to 9pm.

In this role and ALL of our roles at Iceland you will receive a comprehensive benefits package including 25 days holiday, 15% Iceland discount and 30% off at Club Individual Restaurant group.

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