Social Media Officer (0822

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

Working hours:
The successful candidate will be required to work shifts over the seven day week.

The Social
Media Officer will
support the day-to-day delivery of TFW social
media channels along with the Social
Media Manager to support
Customer Relations Management in shaping and delivering the social
media strategy.

• Provide an engaging, informative and friendly interactive experience for our customers via online social media, replying to messages, posting key service updates and supporting the delivery of the social media strategy.
• You will respond to customer feedback, queries and complaints via social media, ensuring all queries are answered appropriately within our target response times and that the company's reputation is maintained and promoted. To do this, you will use a variety of resources and industry systems, including liaising with other internal departments and industry stakeholders, to fully investigate the reasons for customer contact.
  
  In the process, identifying high priority contacts including safety, PR and security issues.
• You will ensure the calendar of activities is adhered to and is developed to implement new social content and identify areas of improvement that will sustain growth and engage existing and potential customers.
• Support the delivery of engaging social content and campaigns. Help to administer and coordinate posts within the content calendar. Act as a champion for social media best practice and provide updates to CR Management on emerging trends. Help to deliver the Social Media Strategy in line with business and customer needs, ensuring customer expectations are met.
• You will assist in analysing and reporting on key metrics generated by social content.
• Help to build relationships with internal/external stakeholders and provide management information from listening tools/analysis to gain greater understanding of our social media users.
• Keep up to date with social media developments and methods to drive customer engagement. Research competitor activity and generate new ideas for social content and processes based on best practice and measure success.

• Welsh Language skills, verbal and written
• Ability to work under pressure
• Previous Customer Service Experience
• Experience of using social media
• Ability to work alone and as part of a team
• Excellent social conversation skills with the ability to create engaging content
• Good organisational skills
• A creative thinker with a passion for social media
• Proficient in Microsoft packages

Welsh language skills are an essential requirement for this role.

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

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.

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.

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.

However, we reserve the right to close this vacancy early if we receive enough applications.

This advert will close at 23:59 on the day of the Final date to receive applications stated above.

If you want to find out more about what we're doing in Wales, see our Annual Report.