Social Media Officer Wales

Please note:
You must be proficient in spoken and written Welsh, as this is an essential requirement of the role

The Role

TheSocial Media Officerwill support the day-to-daydeliveryof TFWsocial media channels alongwith theSocial Media Manager tosupport Customer Relations Management in shaping and delivering thesocial media strategy.

Role responsibilities

• Provide an engaging,informativeand friendlyinteractiveexperience for our customers via onlinesocial media , replying to messages, posting key service updates andsupporting thedeliveryof thesocial media strategy.
• Youwill respond tocustomer feedback, queries and complaints viasocial media , ensuring all queries are answeredappropriatelywithin our target response times and that the company'sreputationis maintained and promoted. To do this, youwill use avarietyof resources and industry systems, including liaisingwith other internal departments and industrystakeholders, to fullyinvestigatethe reasons forcustomer contact. In the process,identifyinghighprioritycontacts including safety, PR andsecurityissues.
• Youwill ensure the calendar ofactivities is adhered to and is developed to implement newsocial content andidentifyareas ofimprovementthatwill sustain growth and engage existing and potential customers.
• Support thedeliveryof engagingsocial content and campaigns. Help toadministerand coordinate posts within thecontent calendar. Act as achampion forsocial media best practice and provide updates to CRManagementon emerging trends. Help to deliver theSocial Media Strategy in linewith business andcustomer needs, ensuringcustomer expectations are met.
• Youwill assist inanalysingand reporting on key metricsgeneratedbysocial content .
• Help to build relationshipswith internal/externalstakeholdersand providemanagementinformationfrom listening tools/analysis to gain greaterunderstanding of oursocial media users.
• Keep up to datewith social media development sand methods to drivecustomer engagement. Researchcompetitoractivity and generate new ideas forsocial content and processes based on best practice and measure success.

Whowe'relooking for

• Welsh Language skills, verbal and written
• Ability to work under pressure
• Welsh Language skills, verbal and written
• PreviousCustomer Service Experience
• Experience of usingsocial media
• Ability to work alone and as part of a team
• Excellentsocial conversationskills with the ability to create engagingcontent
• Good organisationalskills
• A creative thinkerwith a passion forsocial media
• Proficient in Microsoft packages

Welsh Language Skills

Welsh language skills are an essential requirement for this role.

TfWsupport anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.

Equal Opportunities

We're changing the way the transport industry looks. By celebrating and embracing differences, we're building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels."

Who we are

Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We're building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.

Next steps

See attached Job Description for further details and how to apply. If you want to find out more about what we're doing in Wales, see our Annual Report .

We're a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.

This advert will close at 23:59 on the day of the Final date to receive applications stated above. However, we reserve the right to close this vacancy early if we receive enough applications. We encourage you to submit your application as early as possible.