Role: Social Media ManagerOffer type: This is a permanent roleSalary: £33,000 - £39,276.18Location: This is a remote role, based nationallyNCS Trust is an equal opportunities employer, embracing diversity and inclusion. At NCS we respect and value differences in people and all hires are made on merit.We particularly welcome applications from people who are Black, Asian, or from an ethnically diverse background, or people with disabilities, as these groups are currently underrepresented particularly in our leadership.We are committed to improving equality of opportunity in the workplace and are a signatory to the Race at Work Charter from Business in the Community, the Prince’s responsible business network; and the Disability Confident Committed employer scheme.Role PurposeWorking in the digital team within the wider Brand and Marketing department, the Social Media Manager (Engagement) is an integral role in delivering organisational success. Engaging with NCS’ consumer and NCS Trust’s corporate audiences across the various communities in social media, the role is responsible for actively monitoring conversations, tracking trends and engaging with customers to ensure that their needs are met and questions answered. The successful candidate will be a social native with extensive knowledge of Facebook, X (Twitter), Instagram, TikTok, Snapchat, YouTube, and LinkedIn with a passion for building online communities through excellent customer care. They will understand the importance of a feed and the story that the feed can tell. We are seeking a highly motivated individual with experience of and a fanatical passion for micro-blogging and community development.Key activitiesBuilding and nurturing NCS’ social channels and communities Daily community management for both consumer and corporate audiences across our owned and paid channels, including but not limited to; X (Twitter), Facebook, Instagram, Snapchat, YouTube and LinkedInSupporting and delivering the corporate and UK Year of Service social content and with support from Senior Digital Marketing Manager, and support content creation for NCS young audience channelsWorking with the Customer Service Team to ensure that all inbound customer complaints & enquiries are effectively triaged, allocated and resolved and assisting in incident monitoring and safeguarding issue managementIdentifying real-time opportunities to take NCS and NCS Trust into relevant conversations and engage new audiencesBe able to spot trending topics and create trending content that would work well and resonate with the NCS audienceMonitor mentions and hashtags to generate a bank of user-generated content and manage our UGC platform and usage rights for content.Assist the Marketing team with influencer brand and safety checks, ensuring they meet Standards frameworksMitigating and containing negative news and content across our channelsSupporting on the delivery of crisis management and crisis communications via our social platformsPreparing the weekly social performance report for the Corporate channels, supporting with performance reporting on the YP channels when necessary Support training Executives and Youth Advisory BoardSupport the Events team with promoting their events online, and attending in-person as necessary to curate contentRole specific skillsExcellent understanding of Social Media Platforms, including but not limited to;Snapchat, Instagram, X (Twitter), Facebook, YouTube, TikTok, and LinkedinImpeccable approach to customer services with excellent judgment in how to satisfy the most challenging of customersStrong attention to detail with good editorial judgment, accuracy and sensitivityAbility to meet targets and deadlines whilst coordinating a wide range of concurrent activitiesA highly analytical approach with the ability to regularly evaluate ideas and resultsA team player able to collaborate across organisational boundariesA proven track record of assisting and managing multiple social media accounts on behalf of a brandAdept at managing upwards as needed / engaging senior stakeholdersMeasures of successThe person will ensure:Good levels of engagement on corporate and consumer communities on social channels. Active engagement with key stakeholders i.e. young people, parents and guardians, schools and colleges, ambassadors, influencers, and external partnersA high level of customer care across our channels and that messages are responded to within 4 hours or less in business hours, 24 hours during the week and 48 hours on a weekendNCS corporate and young people social channels are in all the relevant conversations and engage new audiencesExperience & QualificationsEssential:Proven and relevant experience working in a community management role for a consumer brand or agency, ideally with a youth focusGreat communicator in both written and verbal form with impeccable copywriting skills and attention to detailA digital native with a natural curiosity and creative flairStrong organisational skillsA positive and conscientious self-starter who works well in a fast-paced, team-oriented environmentDesirable:Salesforce and Sprinklr experienceAdobe Suite experience inc, Photoshop, Illustrator Experience working with youth brands or teen contentPR Experience Our benefits include28 days annual leave in addition to Bank Holiday entitlements.5 Volunteer daysEnhanced Maternity/Paternity/New parental (Subject to 1 year of service) payLife Assurance24/7 access to an Employee Assistance ProgramAccess to a self-directed learning and development platformAccess to a national discount platform, shared with one family memberDiscounted Eye CareCycle to work schemeYou can request flexible working after 26 weeks of employmentWell being days