Senior Social Media Executive (Community Management)

Senior Social Media Assistant (Community Management), based at Holiday House in Leeds City Centre

Reporting directly into the GM Social Media & Internal Comms, the purpose of the Senior Social Media Assistant role is to lead the Community Management team. The CM Team support our community of followers across all social media platforms we are active on; Facebook, Twitter, Instagram, Pinterest, YouTube and LinkedIn and including our Brand, Trade and Recruitment social media channels. Ensuring that the integrity of our brand reputation isn't compromised and providing the VIP customer service that we are known for, this role is key to ensuring that customers have a positive experience with us at every touch point and continue to book with us time and time again.

What will you do in the role?

  • Lead the Community Management Team ensuring that all outputs required are delivered on time and to a high standard
  • Undertake regular catch ups with each team member, providing performance feedback and support with welfare and development
  • Identify any training requirements and provide coaching where necessary
  • Be a key contact for ERC (Emergency Response Centre) process, including some on-call requirements for any urgent issues that need to be managed
  • Create and manage the rota for team including monitoring of holidays and sickness/absences
  • Attend daily Operations call and provide update for wider business
  • Report on key information such as volumes of messages, trends and sentiment as required by the business
  • Ensure that all responses are within our agreed Service Level Agreements (SLAs)
  • Ensure all responses are aligned with our social tone of voice guidelines and are consistent with our brand personality
  • Work closely with internal teams across the business to raise and resolve any issues that are brought to light via social media
  • Share positive feedback/key insights obtained via our social media channels with relevant areas of the business
  • Escalate issues that have potential to generate widespread negative sentiment / media coverage to the GM
  • Regularly review and assess processes to ensure maximum effectiveness and in line with wider business requirements
  • Drive a culture of continual improvement: spotting opportunities and driving efficiencies

What are the key skills / experience you'll already have?

  • A strong knowledge of the Social Media platforms that we operate on and expertise in handling complex queries
  • An enthusiasm for helping people - you'll be pro-active and pride yourself on problem solving and helping our customers
  • Previous experience in a customer service focused role would be really useful
  • Previous experience of leading and mentoring colleagues
  • A keen eye for detail
  • A desire to take responsibility
  • Excellent written and verbal communication skills

What can we offer you?
We have been recognised as one of the Top 50 Best Places to Work in the UK on Glassdoor and offer our valued colleagues a range of benefits including: -

  • Competitive salary
  • Contributory pension scheme
  • 26 days holiday entitlement per annum (plus bank holidays)
  • 3 x salary life assurance
  • Generous Discretionary Profit Share Scheme
  • Colleague discounts on Jet2holidays and holidays and flights
  • Share Save scheme
  • Cycle to Work Scheme
  • Access to Mental Health First Aiders
  • Annual pay review
  • Many retail discounts on - travel and leisure, health, and wellbeing, eating out, shopping and lifestyle

We offer an excellent remuneration package with fantastic opportunities for progression in a growing business.

This is a great opportunity to be part of an exciting, forward-thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 10 UK bases.

Help us to send our all-important customers on holiday with and Jet2holidays!!

Leeds, England, UK