Please note: this is an opportunity to join the Social Media Officer (Welsh Essential) Talent Pool.
Equal Opportunities
At Transport for Wales we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone’s different and has their own perspective so we’re building a diverse team that mirrors the communities we serve. Through this we’re determined to be one of Wales' leading inclusive employers. We’re creating an inclusive transport network that everyone in Wales can be proud of.
Who we are
At Transport for Wales, we’re on a mission to transform transport in Wales and make it fit for the future, whether that’s rail, bus, walking or cycling. We want to inspire a nation to change the way it travels, so that we all travel more sustainably and help to combat the climate emergency we’re all facing.
We’re an open and inclusive place to work, where everyone is welcome and our people are supported to reach their full potential. We want to create an environment where our people can grow and succeed. This is key to enabling us to deliver on the promises we’ve made to the people of Wales to build a sustainable transport network that meets their needs.
Role responsibilities
Join Our Social Media Officer (Welsh Essential) Talent Pool! We’re building a talent pool of talented social media professional with Welsh language skills for upcoming Social Media Officer roles.
While there are no current vacancies, successful applicants will be placed in our Talent Pool. When a suitable position becomes available within the next 12 months, we’ll reach out to discuss the opportunity.
As a Social Media Officer you will support the day-to-day delivery of TFW social media channels. This is role where you will 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.
The role requires shift work, including weekends - currently, the team work between the hours of 7am and 8pm.
Apply today and secure your place in our Talent Pool!
Responsibilities include but are not limited to the following:
• Responding to customer feedback, queries and complaints via social media, ensuring all queries are answered appropriately and in the right timescale.
• Ensure the reasons for all customer contacts are fully investigated using a variety of resources and industry systems, including liaising with other internal departments and industry stakeholders.
• Support the delivery of engaging social content and campaigns. Help to administer and coordinate posts.
• Assist in analysing and reporting on key metrics generated by social content, creating daily summaries and weekly reports.
• Act as a champion for social media best practice and provide updates to Customer Relations Management on emerging trends.
Who we’re looking for
• Experience of using social media – especially Twitter and Facebook
• Previous Customer Service Experience
• Ability to work under pressure
• Good organisational skills
• Proficient in Microsoft packages
Welsh Language Skills
The ability to speak/write Welsh is an essential requirement for this role.
Transport for Wales supports and promotes the use of the Welsh Language by employees and will encourage them to develop, improve and maintain their Welsh Language skills. We fully support our people who want to improve their Welsh language skills, and personal development for Welsh Language skills are offered in a variety of ways such as online learning, classroom courses and funding attendance at local community courses.