Transport for Wales
Social Media Officer
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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. To do this, you will 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 analysing 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.
Who we're looking for
- Welsh Language skills, verbal and written
- Ability to work under pressure
- 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
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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.
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.
Y Swydd
Bydd y Swyddog Cyfryngau Cymdeithasol yn cefnogi'r gwaith o redeg sianeli cyfryngau cymdeithasol TrC o ddydd i ddydd, ynghyd â'r Rheolwr Cyfryngau Cymdeithasol er mwyn helpu'r Tîm Rheoli Cysylltiadau Cwsmeriaid i lunio a chyflawni'r strategaeth cyfryngau cymdeithasol.
Cyfrifoldebau'r swydd
- Darparu profiad rhyngweithiol diddorol, cyfeillgar a llawn gwybodaeth i'n cwsmeriaid drwy gyfryngau cymdeithasol ar-lein, gan ymateb i negeseuon, cyhoeddi diweddariadau gwasanaeth allweddol, a chefnogi'r gwaith o gyflawni'r strategaeth cyfryngau cymdeithasol.
- Byddwch yn ymateb i adborth, ymholiadau a chwynion gan gwsmeriaid drwy'r cyfryngau cymdeithasol, gan sicrhau bod pob ymholiad yn cael ei ateb yn briodol o fewn yr amseroedd ymateb targed a bennwyd gennym a bod enw da'r cwmni'n cael ei gynnal a'i hyrwyddo. I wneud hyn, byddwch yn defnyddio amrywiaeth o adnoddau a systemau'r diwydiant, gan gynnwys cysylltu ag adrannau mewnol eraill a rhanddeiliaid yn y diwydiant, i ymchwilio'n llawn i'r rhesymau dros gysylltu â chwsmeriaid. Yn y broses, nodi cysylltiadau uchel eu blaenoriaeth gan gynnwys materion diogelwch a chysylltiadau cyhoeddus.
- Byddwch yn sicrhau bod y calendr gweithgareddau yn cael ei ddilyn ac yn cael ei ddatblygu i weithredu cynnwys cymdeithasol newydd a nodi meysydd i'w gwella a fydd yn cynnal twf ac yn ymgysylltu â chwsmeriaid presennol a darpar gwsmeriaid.
- Cefnogi'r gwaith o ddarparu ymgyrchoedd a chynnwys cymdeithasol diddorol. Helpu i weinyddu a chyd-drefnu negeseuon yn y calendr cynnwys. Hyrwyddo'r arferion gorau ar gyfer cyfryngau cymdeithasol, a rhoi'r wybodaeth ddiweddaraf i Reolwyr Cysylltiadau Cwsmeriaid am dueddiadau sy'n dod i'r amlwg. Helpu i gyflawni'r Strategaeth Cyfryngau Cymdeithasol yn unol ag anghenion y busnes a chwsmeriaid, gan sicrhau bod disgwyliadau cwsmeriaid yn cael eu bodloni.
- Byddwch yn helpu i ddadansoddi ac adrodd ar fetrigau allweddol a gynhyrchir gan gynnwys cymdeithasol.
- Helpu i feithrin perthynas â rhanddeiliaid mewnol/allanol a darparu gwybodaeth reoli gan offer gwrando/dadansoddi er mwyn cael gwell dealltwriaeth o'n defnyddwyr cyfryngau cymdeithasol.
- Cael yr wybodaeth ddiweddaraf am ddatblygiadau yn y cyfryngau cymdeithasol a dulliau o ysgogi ymgysylltiad cwsmeriaid. Ymchwilio i weithgarwch cystadleuwyr a chreu syniadau newydd ar gyfer cynnwys a phrosesau cymdeithasol yn seiliedig ar arferion gorau a mesur llwyddiant.
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Am beth rydyn ni'n chwilio
- Gallu gweithio dan bwysau
- Profiad blaenorol ym maes gwasanaeth i gwsmeriaid
- Profiad o ddefnyddio cyfryngau cymdeithasol
- Gallu gweithio'n annibynnol ac fel aelod o dîm
- Sgiliau sgwrsio cymdeithasol rhagorol gyda'r gallu i greu cynnwys difyr
- Sgiliau trefnu da.
- Unigolyn â meddwl creadigol a diddordeb brwyd yn y cyfryngau cymdeithasol
- Medrus yn defnyddio pecynnau Microsoft
Sgiliau Cymraeg
Mae sgiliau Cymraeg yn hanfodol ar gyfer y swydd hon. Mae TrC yn cefnogi unrhyw un sydd eisiau dysgu Cymraeg neu wella ei sgiliau. Rydyn ni'n cynnig cyfleoedd dysgu ar-lein, cyrsiau ystafell ddosbarth, a chyllid i fynd ar gyrsiau yn y gymuned leol.
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