Social Media Advisor York, England
Job description
Why LNER?
We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.
Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.
Are you on board?
Here at LNER we aim to deliver the best performing railway in the UK and to deliver the best customer experience across our historic route. And as part of that commitment, we're recruiting a Social Media Advisor to join the team.
Working in an award-winning team, you'll be able to deliver a memorable customer experience first-hand. You'll engage with our customers across all social media channels to include Twitter, Facebook, Instagram, LinkedIn & YouTube; providing expert advice to any customers reaching out to us across our social platforms, promoting LNER, sharing useful information to our customers and of course continuing to deliver a best-in-class service across LNER's social media platforms.
So; what would you be doing…?
- Communicate in a practical, reasonable and friendly way and is respectful of LNER's values.
- Always put customers first and do everything possible to help; being fully accountable for resolution of customer issues in the first instance.
- Carry out ‘real time' responses with LNER customers on social media reflecting the business's tone and key values.
- Be available for work to cover core management hours of 06.00-23.00 and be part of the Social Media ‘out of hours' on-call team as required.
- Identify ‘real time' opportunities to Surprise & Delight customers on social media.
- Show initiative and bring creative ideas to the Social Content Manager to make a genuine difference to the entire customer journey experience – both planned and reactive.
- Demonstrate the ability to succeed, and be calm under pressure, particularly during service disruption.
Got your attention yet…? Of course, with this being such a specialist role, there are a few ‘must haves'…
What do we need you to have…?
You will of course be passionate about delivering excellent customer service and be willing to go that extra mile to do so. You'll also need,
- Knowledge of social media and up to date on trends in this area.
- A strong knowledge and understanding of customer relations
- Be an effective team player
- Work well under pressure - when disruption hits, you'll be dealing with hundreds of enquiries, helping people get back on the move
- Good understanding of business objectives and key result areas.
- Good understanding of Customer Experience Measures – e.g. National Rail Passenger Survey (NRPS), Net Promoter Score and Customer Satisfaction.
Are you ready to continue to drive LNER's social media platforms? Want to be the custodian for all Social Media across LNER? It's time to update your CV and click ‘apply'
We look forward to reading over your application.
What you'll get:
- Free travel on LNER + 75% off other companies' tickets (for you & dependents)
- Discounted international train tickets (after one year's service)
- 50% discount on LNER tickets for friends & family
- Generous pension scheme
- Annual cycle to work schemes
- Discount, savings and cashback scheme from top retailers
- Health & wellbeing schemes and discounts
- Host of training opportunities to help further your career
- Rewards & awards to recognise when you shine
What we believe:
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!
Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.
Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.
Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.
What next?
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!
Start your journey here
