Social Media Manager [31837]

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As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains,stations and employees. As part of this investment we are looking to recruit a Social Media Manager on a fulltime 12 Month FTC basis, based in Duddeston / Birmingham.

The role will include working on a roster basis. There will be a requirement to work 12 hour night shifts, bank holidays and weekends.

Interviews to be held 08/01/25

You will be responsible for our social media platforms, developing and curating creative and engaging content to ensure the business has an effective online media presence that aligns with West Midlands Trains' brand and tone of voice for both proactive and reactive activity

What does the job involve?

• Manage and oversee West Midland Trains' social media communications in real-time, providing customers with up-to-date travel information and other news, ensuring content is informative and engaging.
• Assist the rest of the social media team under the direction of the Customer Communications Manager to help identify, plan, implement, and activate social media activity.
• Facilitate and engage in online conversations with customers, responding to queries, feedback and comments via social media in a timely, positive and accurate manner. Liaise with Control and passenger information teams to ensure information is correct.
• Use sound judgement to ensure proactive messaging is delivered at the appropriate time, taking into account operational performance, service disruption, and potential adverse impact to customer experience.
• Create engaging content that increases followers and customer interaction.
• Ensure high standards of service is experienced during online customer contact via Social Media channels, whilst maintaining a unified brand voice.
• Protect and enhance our brand reputation via Social Media platforms.
• Ensure serious issues/complaints via social media are escalated to the appropriate team/person when required.
• Monitor social media activity of key stakeholders/press that relates to West Midlands Trains and flag to the wider External Communications team, reviewing analytics and create reports on key metrics.
• Research current trends and audience preferences in order to create relevant content and identify opportunities for the business to improve/develop brand reputation.

What skills and experience do I need to do the job?

• BA (hons) degree in Digital Media & Communications, Marketing, (or related field) or relevant experience.
• In-depth experience of using major social media platforms for marketing or content development, including Twitter and Facebook, in a customer facing context.
• Proficiency in using social media management tools appropriately in a corporate environment to engage with customers in a professional manner.
• Excellent copy-writing skills and ability to translate complex information into customer-friendly content.
• Great analytical mind with knowledge of using social analytics tools, and understanding of web traffic metrics to improve engagement and sentiment.
• Excellent attention to detail and fluency and accuracy of written English.
• Experience of managing social media campaigns and longer-term strategies is desirable.
• Positive attitude, detail oriented with good multitasking and organisational skills.
• Ability to stay calm under pressure and work within a fast-paced environment.
• Self-motivated with a passion for social media communications and willingness to work proactively.

What are the salary and benefits?

• Salary of £36,000 per annum
• Final salary pension - one of the best pension schemes available
• Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
• 75% off all other train company travel tickets
• Retail discounts
• Career development opportunities

Due to the volume of applications, we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.