Social Media Advisor – FTC

We are currently looking for highly motivated individuals to join our Social Media team based in Birmingham City Centre to help us develop a world-class online Customer Experience.

In this role you will work closely with our Customer Relations and Operations teams to provide helpful live travel updates, especially during service disruption, as well as respond to detailed customer comments and questions via our London Northwestern and West Midlands Railway Twitter/Facebook feeds. The purpose of the social media team is to offer exceptional customer service to our passengers, and we are looking for people driven by a desire to help resolve issues.

This can be a high pressure environment, and you will be working as part of a small, close-knit team, so you’ll need to demonstrate a proven track record in working flexibly and calmly in stressful situations. Experience of using social media – especially Twitter and Facebook – is essential, as is computer literacy, command of the English language and a reasonable typing speed. Evidence of communicating with customers when things haven’t gone to plan – and the ability to simplify complicated messages - is also desirable.

The successful candidate will work as part of a 7 day roster with a mix of Monday to Friday early/late shifts and weekend working. 

Please see the job description for full details. 

West Midlands Trains offers a wealth of benefits including free travel on Abellio trains for you, your partner and dependent children, 75% discount on all other train travel over most of the UK rail network, development opportunities to help further your career with West Midlands Trains, and a contributory defined salary pension.