Job Title : Social Media Specialist Clients : Danone Salary: £26,500 Location: Konecta UK, 8 Harbour Exchange Square, London, E14 9HF Hours: 40 hours per week Operational hours : Monday to Friday 10am till 10pm Saturday & Sunday 9am till 5.30pm Main Purpose of Role As a Social Media Specialist, you will part of a social media team within the Danone Careline responsible for all customer interactions through social media channels. Your main focus will be to handle consumer queries and concerns across platforms such as Facebook, Twitter, Instagram, and other social media outlets, ensuring timely and effective resolution of issues. You will support the day-to-day social media operations, including proactive and reactive conversation of specific brands, providing best-in-class service to the client. You will be responsible for publishing, monitoring and moderation of social engagement, including the response and handling of complaint’s received on various social and digital channels in line with our brand tone of voice. Additionally you will support the Danone Careline team assisting consumer’s across all contact channels, acting as first point of contact for the consumers of the entire range of Danone products, and will handle queries and consumer complaints in relation to these products and their consumption. The role requires you to have excellent interpersonal skills, and the ability to respond to consumers and parents in an empathetic, caring and friendly manner. Skills Required Ability to communicate effectively and empathically with a wide range of consumers and members of the public through social media platforms. Excellent written and verbal skills. Ability to take ownership of each customer journey, anticipating needs and persevering to resolve cases through personalized solutions. Demonstrable experience in social media management and customer service roles. IT skills: Proficient in using social media management tools, Google Suite, and Microsoft Office. Strong typing skills are essential. Flexible to work shifts. Self-motivated and a team player. To have fun at work! Who are Konecta UK? We partner with clients to deliver outstanding customer experience. We combine talent, innovation, and industry expertise, supporting our clients in engaging with their customers, building loyalty, and maximising value with a strong commitment to the environment and society. We are an international company that provides customer experience services worldwide. With more than 200 sites in 24 countries on three continents and around 130,000 people speaking more than 30 languages, we adapt to each country, culture, and time zone. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels. Why work for us? Konecta UK working culture of fun and sociable team environment Pension Scheme Eye test vouchers and discounts Discounted corporate gym membership with Nuffield Involvement with local charities and fundraising days Campaign specific benefits including discounts, incentives and prizes Recommend a friend scheme paid reward of £500 Apprenticeships qualifications and career flight path schemes Perk Box: Recognition and reward schemes Cycle to work scheme Operational Days and Hours With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the Danone contract, whose opening hours are 10am – 10pm Monday to Friday and 9am – 5.30pm Saturday & Sunday, your Konecta contracted hours will be 8am - 10pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business. Systems & Training Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and soft skills training. Achievement results and opportunity for Growth The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Specialists are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, Customer satisfaction, data capture accuracy and call quality targets. These will be communicated by the Team Leader (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.