Social Media Assistant/Mobile Information Controller

Are you looking for an opportunity?

Greater Anglia operates a busy railway network from London Liverpool Street to destinations across the east of England. We have a high standard of service for our customers throughout their journey experience so they can sit back relax and travel with confidence. Not to mention a whole new set of modernised greener trains, it’s never been a more exciting time to start a career with us. Do you want to be part of the journey? Come along and join Greater Anglia!

We have an exciting opportunity within our Operations Team at Romford ROC for a Social Media Assistant/Mobile Information Controller. This is a fixed term contract, expected to last for 12 months.

The Role

This role is a unique position with two functions. Social Media and Mobile Information. This role will involve providing real time internal/external information, responding to customer queries via the Greater Anglia and Stansted Express Twitter feeds, as well as monitoring other Social Media Platforms. This includes posting information about the status of our services, providing updates to customers throughout disruption events, answering questions raised by customers and resolving issues by highlighting them to the relevant areas of the business and tracking results.

You will also be responsible for providing detailed internal information to colleagues of all levels across the business using various internal information systems.

The successful candidate will work as part of a 7-day roster with a mix of Monday to Friday early/late shifts and weekend working, therefore you must be fully flexible in your approach to your working week.

What we are looking for

We are looking for an enthusiastic colleague who can demonstrate exceptional levels of customer service and has excellent written communication. Experience of communicating with customers during service disruption and/or experience of a range of social media is desirable but not essential.

The ideal candidate will be able to demonstrate how they can maintain high levels of customer service on social media whilst updating the organisation on incidents as they develop.

The ideal candidate will be able to respond to various challenges, often to difficult timescales, by working well within the Control Team and working with internal/external colleagues. The ideal candidate will be self-motivated and proactive when monitoring the live service with attention to detail when communicating to either the public or colleagues.

The closing date for all completed applications is on Friday 03rd June 2022

*Please note vacancies can close earlier due to high influx of candidate applications*

To succeed in this role, we are looking for people who can bring our four values to life in your everyday work:

·        Genuine … be welcoming, customer-centric and respectful

·        Professional… be solution-oriented, accountable and delivering to promises

·        Proactive … be progressive, innovative and decisive

·        Inclusive … be connected in your thinking, empathetic and promote diversity

Greater Anglia can offer a healthy work life balance, holiday entitlement and an environment where you can learn, develop, and grow in your career. If you think you would be a great addition to GA then apply now!

What can we do for you?

• Defined Contribution pension scheme after 2 years option to move across to Defined Benefit (Final Salary) pension scheme
• Free Travel on GA for you and your eligible family members
• Free Leisure travel on GA and 75% discount on other TOCS for leisure travel for eligible family members
• International travel discount card (FIP) for staff and eligible family members after 12 months service
• Opportunity to purchase additional annual leave of up to 10 days
• Gainshare bonus paid if GA hits relevant yearly targets, up £550 for permanent and £300 for agency
• GA offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave after 26 weeks of service - part of our commitment to family friendly policies
• GA Hapi Benefits App– our great benefits app which includes discounts across many retailers, days out and dining
• 24/7 Employee assistance programme, eyecare and flu jab vouchers and access to physiotherapy services
• Annually issued 12 discount vouchers for family and friends to use
• Salary Sacrifice schemes such as Cycle to work and Technology scheme (eligible once passing probation)