Social Media Manager (Customer Service)

Consult Energy Ltd
West Bromwich
£25k - £32k pa + Benefits
14 Apr 2018
01 May 2018
Contract Type
Full Time


Job Type: Permanent

Location: West Midlands

Salary: £25,000 - £32,000 + benefits

Start Date: ASAP

An exciting client of mine in the West Midlands is looking for a Social Media Team Manager (Customer Service) to join a new function in their Customer Contact Centre which will focus specifically on working with customers digitally via various social media platforms such as Facebook, Twitter, Hootsuite etc. The main aim of the role is to improve the overall customer experience through responding appropriately and timely, managing the digital content to represent the company, developing the social media presence, effectively helping customers with queries, managing expectations and resolving complaints.


  • Must have strong knowledge of managing/working with customers digitally via social media platforms - strong IT skills are advantageous but social media experience is a must-have
  • Exceptional communication and grammar skills are crucial to the role- both verbal and written
  • Ability to coach, lead, inspire and share best practice with a small team whilst maintaining a calm and enjoyable working environment (team management desirable)
  • Applicants must have a level of gravitas and empathy, the ability to understand potential customer complaints or questions and deal with these appropriately and efficiently


  • Experience of leading a social media team in a contact centre environment in a regulated industry is highly regarded (Finance, Energy, Water, Telco)
  • Knowledge of Conversocial and Hootsuite platforms would be an advantage but not essential
  • Evidence of leading a Social Media team and someone with an element of creative flair will be of interest (Team Management experience is not the be all and end all, however if successful you will own the department and thus would expect you to lead the team and help grow it)

Day to day role:

As Social Media Lead (Customer Service), you will be tasked with the daily management of a small, tight-knit team of 5 people responsible for the digital management of customer service and customer experience through a variety of social media platforms such as Facebook or Twitter. You will be required to coach and manage the team through leading by example, responding to customer queries promptly but accurately and appropriately. The successful Social Media Lead (Customer Service) will ideally be coming from a regulated background where customer queries must be handled with care and attention.

This is a fantastic opportunity for a Social Media Lead (Customer Service) to manage, grow and own the new Social Media Customer Service Team and make it your own - utilising your creative flair and passion for Customer experience.

If the above role is of interest to you or anyone you know who might be interested then please get in touch today by sending your CV and phone number to Steve Jackson at ****************************** or by calling **************


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