Digital Engagement Officer
Job Title: Digital Engagement Officer
Paddington or Swindon
Who we are:
GWR is the proud custodian of one of the most prestigious railway networks in the world. Our services call at over 275 stations, stretching across the South West of England.
Over the next few years we will be making history with huge investments that will affect all areas of operations, from new trains to stations upgrades and local community support.
We aim to transform the way people think about rail travel by setting a new standard – a better experience for our customers. Together we will restore the railways as a very special way to travel – relaxing, fast, efficient, friendly and fun.
If you share our passion for the railway then we would love to hear from you.
What you’ll be doing
Your main responsibilities will be:
• Monitoring, responding to and tagging all relevant posts to Great Western Railway social media sites such as Facebook, Twitter and Instagram.
• To provide a high level of customer service through the company social media accounts, liaising with other departments to ensure the information you’re providing to customers is accurate and relevant.
• Ensuring customer feedback about our service is passed to an appropriate member of management and taking accountability for ensuring complaints are followed up and feedback is acknowledged.
• Searching and listening across the web, looking for opportunities to generate revenue by promoting our service or encouraging visits to our website.
• Developing excellent relationships with our digital stakeholders.
• To act as a Brand Ambassador for GWR, always using the right tone of voice to protect and enhance the reputation of the business.
• Working closely with the Digital Community Manager to deliver the social media strategy, with a clear understanding of the strategy objectives and KPIs. You will be committed to ensuring that your actions reflect the key brand values.
Who we’re looking for
You’ll need to be:
• An upbeat and cheerful person, with a passion for social media and customer service.
• An excellent communicator with the ability to write clearly and concisely.
• A team player, who is also self-motivated and feels comfortable working alone.
• Able to work well under pressure and keep calm in challenging circumstances.
• Resilient and good humoured.
• Flexible, as shifts vary and include early mornings, late evenings and weekends.
As a minimum you’ll need to have:
• Excellent grammar and spelling.
• Recent experience of working in a busy customer facing environment
• Experience of working with social media in some capacity
• An excellent understanding of the most well-known social media platforms and how they work.
• A positive attitude and a willingness to go the extra mile.
The Reward:
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including final salary pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, childcare vouchers and an Employee assistance programme.
Additional Information:
Shift patterns will cover 0600 until midnight, 7 days a week, so flexibility is essential. It is possible for this position to be based in Swindon or London Paddington
The more varied our workforce, the broader the expertise within our organisation. And the broader our expertise, the greater our chances of innovation and success. That’s why we’re committed to equality of opportunity, diversity and inclusion at every level.
