Transport for Wales
Social Media Officer (0822)
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
The Role
The Social Media Officer will support the day-to-day delivery of TFW social media channels along with the Social Media Manager to support Customer Relations Management in shaping and delivering the social media strategy.
Role Responsibilities
- Provide an engaging, informative, and friendly interactive experience for our customers via online social media, replying to messages, posting key service updates, and supporting the delivery of the social media strategy.
- Respond to customer feedback, queries, and complaints via social media, ensuring all queries are answered appropriately within our target response times and that the company's reputation is maintained and promoted.
- Use a variety of resources and industry systems, including liaising with other internal departments and industry stakeholders, to fully investigate the reasons for customer contact. In the process, identifying high priority contacts including safety, PR, and security issues.
- Ensure the calendar of activities is adhered to and is developed to implement new social content and identify areas of improvement that will sustain growth and engage existing and potential customers.
- Support the delivery of engaging social content and campaigns. Help to administer and coordinate posts within the content calendar. Act as a champion for social media best practice and provide updates to CR Management on emerging trends. Help to deliver the Social Media Strategy in line with business and customer needs, ensuring customer expectations are met.
- Assist in analyzing and reporting on key metrics generated by social content.
- Help to build relationships with internal/external stakeholders and provide management information from listening tools/analysis to gain greater understanding of our social media users.
- Keep up to date with social media developments and methods to drive customer engagement. Research competitor activity and generate new ideas for social content and processes based on best practice and measure success.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Who We're Looking For
- Welsh Language skills, verbal and written
- Ability to work under pressure
- Welsh Language skills, verbal and written
- Previous Customer Service Experience
- Experience of using social media
- Ability to work alone and as part of a team
- Excellent social conversation skills with the ability to create engaging content
- Good organisational skills
- A creative thinker with a passion for social media
- Proficient in Microsoft packages
Welsh Language Skills
Welsh language skills are an essential requirement for this role.
TfW support anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses, and funding attendance at local community courses.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Equal Opportunities
We're changing the way the transport industry looks. By celebrating and embracing differences, we're building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels.
Who We Are
Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We're building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling, and cycling.
Next steps
See attached Job Description for further details and how to apply. If you want to find out more about what we're doing in Wales, see our Annual Report.
We're a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.
This advert will close at 23:59 on the day of the application closing date stated above. However, we reserve the right to close this vacancy early if we receive enough applications. We encourage you to submit your application as early as possible.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills