Social Media Advisor

Job description

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.

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.

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.