Great Western Railway (GWR)
Social Media Customer Support Advisor
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This is a full time, 18 month fixed term contract. Salary circa £30k plus excellent benefits.
Who are we?
GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.
We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.
Join Great Western Railway – Proud to support our People and our Passengers.
As a Social Media Customer Support Advisor, you'll be the quick-thinking, customer-champion at the heart of our online community - helping people in real time, wherever they are. One moment you could be guiding a day-tripper in Taunton to their next train, the next you're reuniting a commuter from Paddington with their lost property. Every conversation is different, but your mission stays the same: make every interaction clear, helpful and human, while keeping our reputation shining.
If you love variety, thrive under pressure and know how to keep your cool in a fast-paced online space, we want you on board.
About The Team
Our Social Media Customer Support Advisors sit within the Social Media Team, which is part of the wider External Communications Team. Our Team manages customer support and brand reputation across all social media channels and are responsible for responding both reactively and proactively to provide customer information. As the digital ‘face' of GWR, our team ensures every customer interaction builds trust and strengthens our reputation. We handle messaging with care - minimising potential risks while maximising every opportunity for customers to see GWR as a brand they can rely on.
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Your main responsibilities will be:
- Monitoring, responding to and tagging all relevant posts to Great Western Railway social media sites such as Facebook, X, WhatsApp and Instagram.
- Providing a high level of customer service through the company social media accounts, liaising with other departments to ensure the information you're providing to customers is accurate and relevant at all times.
- Ensuring customer feedback about our service is passed to an appropriate member of management and taking accountability for ensuring complaints are followed up and feedback is acknowledged.
- Searching and listening across the web, looking for opportunities to generate revenue by promoting our service or encouraging visits to our website.
- Developing excellent relationships with our digital stakeholders.
- Acting as a Brand Ambassador for GWR, always using the right tone of voice to protect and enhance the reputation of the business.
The Reward
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including:
- on-going development,
- defined benefit pension scheme with the Railways Pension Scheme,
- free rail travel across the GWR network for you and your family,
- company-sponsored health care plan,
- discounted shopping and gym membership
- employee assistance programme and much more.
About you
You'll bring an upbeat, positive energy and a genuine passion for delivering outstanding customer service. You will be an excellent communicator with the ability to write clearly and concisely. You are a team player, who is also self-motivated and feels comfortable working alone. You can work well under pressure and keep calm in challenging circumstances. You'll have the resilience to handle challenges with ease, and the good humour to keep things positive along the way. You'll be adaptable and ready to work a variety of shifts, including early mornings, late evenings and weekends.
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As a minimum you'll need to have:
- Excellent grammar and spelling.
- Recent experience of working in a customer service role, preferably within a contact centre environment.
- A good understanding of the most well-known social media platforms and how they work.
- A positive attitude and a willingness to go the extra mile
About the location
The role is based in Milford House, Swindon, with some flexible and home working.
Additional Information
You will be working 37 hours a week, including alternate weekends. You will work an equal mix of early, late and day shifts. Early shifts start at 6am and late shifts finish at 11pm.
Application
Please apply online via our website https://careers.firstgroup.co.uk/brand-gwr If you have any problems applying, please email gwrrecruitment@gwr.com
Our Commitment to Inclusion:
We all belong at GWR. We embrace diversity and ensure equal opportunities for all. Differences in age, gender, LGBTQIA, ethnicity, religion and disability are valued, with zero tolerance for prejudice. We promote flexible working, review job roles for accessibility, and our support colleagues to thrive within their roles. If you need adjustments due to a disability or neurodivergent condition, please let us know. 🔗 Exceptional Individuals – Neurodiversity 🔗 Health Assured – Neurodiversity
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