Overview
Social Media Advisor – Information – Rail Operations Centre (ROC Three Bridges)
Job Purpose
Are you someone who excels in multitasking and prioritizing tasks in a rapidly changing and unpredictable environment? Do you have excellent communication skills? If so, we have an exciting opportunity for you! Join our team at GTR Control, located at Three Bridges, as a Social Media Advisor and become the go-to person for delivering real-time information to our customers via Social Media. With your exceptional communication skills and ability to work under pressure, you’ll play a crucial role in ensuring our customers are at the forefront of how we deliver real-time information. Get ready to make a difference and take your career to the next level!
You’ll be responsible for keeping our customer information updated via our Twitter channels during times of disruption or planned work taking place across our network, making the information engaging, informative and directive. You will be the first point of contact for passengers via social media where you’ll be responding to an array of queries. This role is an exciting, varied position where you’ll also be the main support to the Customer Service Team Leaders which will involve; looking at alternative transport options, writing disruption messaging for our website and liaising with other Train Operating Companies to provide excellent customer service. If you’re ready to embrace this excellent opportunity where you can make a genuine impact, we encourage you to apply today!
Can you bring the following into the role?
Essential:
- Keeping the customer at the heart of real-time decision-making.
- Excellent analytical and computer skills – using the Microsoft suite of software and as well as possessing the ability to quickly learn the bespoke rail industry systems, as required, to monitor, record and improve GTR performance.
- Have an awareness of the Social Media channels that GTR use, and the services we provide
- Effectively use the standards, protocols, and systems that are provided and underpin this by always ‘thinking customer’ to do the right thing.
- Strong problem-solving skills, able to think proactively and reactively to resolve issues effectively.
- Excellent communication skills, able to communicate clearly and effectively with customers and team members
- Tenacity and positive attitude, able to work well under pressure and handle rapidly changing and unpredictable environments.
- Provide fantastic Customer Service via an online channel and able to understand the best tone of voice to use
- Personable and friendly, able to work collaboratively in a team environment while demonstrating a personal style that is in tune with GTR’s vision.
Shift pattern:
A 6-week rotating roster is in place and alternates between different shift times. Typically, you’ll work a mixture of earlies (0700-1500) lates (1500-2300), and nights (2300-0700) during the week. Within the 6-week roster period, there is a requirement to work a number of weekend rotations. Weekend shifts are 12 hours (0700-1900 & 19:00-07:00) *
* This is a basic overview of the roster pattern. Full details can be issued upon request or during the interview.
Please find attached a job description for full information on the role.
