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

Report this job

Thank you for reporting this job!

Your feedback will help us improve the quality of our services.