Senior Social Media Officer

LOCATION: ATRIUM COURT/HYBRID WORKING

With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035.

ScotRail is four times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds.

THE ROLE: This role reports to the Media Relations and Social Media Manager. The Primary Function of the role will be to manage the delivery of the Service Level Agreement with Network Rail Scotland to manage their social media accounts. It will also include the basic function of a Social Media Officer, ensuring we are providing our customers with excellent information and communications, via various social media and communication channels.

KEY ACCOUNTABILITIES:

Performance

• Work closely with colleagues and stakeholders to proactively update social media channels with content that delivers value to our customers.
• Respond to social media correspondence from customers within the agreed timescales.
• Offer the customer, wherever possible, a personalised service and maintain a professional ‘tone of voice’ in all communication with customers.
• Create and schedule proactive content for all social media channels, including X, Facebook, Linkedin and Instagram.
• Work closely with the Service Delivery Team to improve our Passenger Information during Disruption (PIDD) delivery, in particular utilising social media.
• Aim to resolve the customers’ query at the first point of contact. If this cannot be achieved then keep the customer regularly updated with the progress of their query.
• Keep track of responses and actions needed from colleagues to ensure the customer receives an answer to their query promptly.
• By engaging with the customer, educate them on the facilities available to them, for example the ScotRail App, therefore encouraging them to self-serve.

Technical/Expertise

• Deliver reports and suggest recommendations for improvement on both our social media channel performance and our reputational risk complaints.

Business Planning

• Support the implementation of the agreed vision and strategy for social media.

People

• Establish relationships with internal and external stakeholders to ensure the customers’ query is responded to timeously.

Safety

• Report any safety issues to the relevant department.

Stakeholders

• Manage the service level agreement with Network Rail Scotland, particularly in relation to generating proactive content and increasing the number of followers to the Network Rail Scotland twitter account.
• Attend regular meetings to set strategy for social media provision.

THE PERSON: A detailed understanding and extensive experience of using the Orlo Customer Service Platform is preferable. Understanding of social customer service. An investigative intellect. The ability to be flexible and work under pressure. Previous customer service experience. Previous experience in the management of social media and the delivery of social customer service.

KNOWLEDGE/SKILLS: Good IT skills are necessary, with particular knowledge of Microsoft Office packages. A detailed understanding of social media channel management. An understanding of how to deliver customer service through social media. Strong time management skills to meet deadlines and comply with agreed procedures. Excellent organisational skills. Strong communication skills – both written and verbal. Strong problem-solving skills. The ability to be flexible and work under pressure.

Hours of work: 35 hours per week. Reference Salary: £36,816 per annum.

We’ll ensure you’re rewarded for your contribution with a competitive package that includes:

• Contributory Final Salary Pension scheme
• Free and reduced rate rail travel for you and your family, where applicable.
• Generous holiday allowance
• Hapi benefits package, offered to everyone at ScotRail.

Selection process: Assessment and Interview may form the initial stages of the selection process. The final stage for successful candidates will be a medical questionnaire. Appointees must submit at least two satisfactory references, Disclosure Scotland clearance and complete a six-month probation period. Training initially involves attendance on our one day virtual Induction programme.