Our client needs your expertise to lead and develop Social Media Engagement Team managers to drive operating efficiencies, manage high risk controls, continually improve staff engagement.
- Define and lead the social media customer service engagement strategy to deliver outstanding customer experience and drive contact efficiencies.
- Collaborate with the Social Media Team to define Social Media Engagement Team objectives, including setting Gambling Commission and departmental KPIs.
- Ensure all agreed Gambling Commission and departmental KPIs requirements are achieved, resulting in an optimum level of service being delivered at all times.
- Clear understanding of Social Media Engagement Team targets across channels, crisis management and recruitment to cover 365 days a year operation.
- Provide clarity and direction on the role of channels, challenging what BAU looks like, proactive contribution to all areas of the business, sharing ideas and opportunities to drive required change and assisting other areas of customer operations and the digital channel when business demands.
- Own and maintain standard operating procedures, including best practice for social media management tool controls and processes.
- Responsible for the creation, maintenance and adherence of social media tone of voice playbook, engagement guidelines and agent training materials.
- Establish a Quality Assurance process, ensuring that all social media responses are 100% compliant.
- Social Media
- Operations Manager
- Customer service