Social Media Team Leader
Worcester Bosch
Liverpool, United Kingdom
1d ago

Job Description

  • Through strong leadership, manage a team of Customer Service Associates to provide a first-class customer contact and customer journey.
  • Resolving queries Right First Time in a prompt, friendly and professional manner.
  • Coaching, developing and motivating the team to maximise performance and meet targets
  • Manage the staff for a 24 / 7 / operation
  • Build and promote a positive work culture, which promotes the delivery of excellence
  • Providing a value-add service that enhances the customer experience and builds our brand and service reputation
  • Channelling communication to ensure key stakeholders are kept abreast of the campaign performance and challenges
  • Proactively identifies and creates opportunities to improve the customer experience through continuous evaluation
  • Identifying, highlighting and escalating any service-related issues, incidents or trends
  • Delivering and maintaining both individual and team targets
  • Flexibility in hours of work / shift patterns requirement for limited On Call Working over weekends on a rota basis
  • Qualifications

  • Experience managing a large team within a contact centre environment.
  • Strong leadership experience with evidence of driving team performance through coaching and development techniques and situational leadership
  • Excellent understanding of social media platforms
  • Awareness of the impact social media can have on a global brand. Excellent verbal and written communication skills in English
  • Excellent planning and organisational skills, with a quality focus and attention to detail
  • The ability to make decisions and influence change through others
  • In-depth knowledge of all relevant social media tools and current online communication techniques
  • Experience in social media (agency or company) required Relevant experience in social network, in particular the maintenance of communities and social media platforms
  • Relevant experience in social network, in particular the maintenance of communities and social media platforms
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