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Social Media Adviser - Night Shift

Join us as a Social Media Adviser

  • This is an opportunity for a social media specialist to take on a critical role within our diverse and innovative team
  • You'll respond to all customer requests, queries and comments via social media, particularly on Facebook and Twitter
  • Develop your existing social media skills and advance your career in this exciting, fast paced role

What you'll do

In your new role, you'll engage with our customers through various contact methods, providing clear, accurate and helpful support. You'll build a rapport and demonstrate our commitment to the customers as well as the bank’s values, while providing key support to business contacts across the business area.  

You'll also:

  • Develop and implement a more structured approach to communications activity across Customer Contact, ensuring that all colleagues understand the value of the Social Team through and the expansion across non voice channels
  • Lead the Social agenda for RBS Customer Contact creating an external and internal understanding of the team and the service that they provide
  • Make sure social goals are identified, communicated, documented, agreed and delivered in the most cost-effective manner possible working with the commercial team and Customer Contact Performance Lead
  • Identifying key risks, issues and interdependencies and provide appropriate mitigation strategies that prevent brand reputational damage
  • Provide an expert level of support that helps our customers navigate through their digital journey, across multiple devices
  • Personalise each customer interaction in order to make them as engaging and impactful as possible
  • Support multiple customer journeys concurrently ensuring the customer response is in a timely manner
  • Identify, understand and help customers by competently and effectively dealing with their changing needs
  • Manage and update customer accounts
  • Investigate and resolve customer inquiries and complaints across our multi-channel operation   

The skills you'll need

You'll need a high level of written and verbal communication skills, with accurate grammar and spelling, and the ability to engage with customers using personality, matching your communication style to the channel the customer is using.

You'll also need:

  • The ability to build strong relationships with external and internal stakeholders and continually manage them
  • Excellent interpersonal skills
  • A proven ability to prioritise your own work stack
  • The ability to multi-skill and change priorities according to demand
  • Excellent customer care skills

What else you'll need to know

Working your full time hours over three consecutive days, you’ll have a rotating three week shift pattern working between 8pm and 9am. You’ll only work one weekend every three weeks so you’ll be there for when our customers need us, while being able to balance your work and home life.

Any hours worked outside 8am to 8pm will also attract an additional shift premium payment

How we'll reward you

Salary Range: Your salary will be starting from £19,756 per year (pro rata for hours worked)

  • You’ll join on a competitive salary of £19,756 (which is £10.85 per hour) and in addition you’ll receive money to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits from RBSelect, our fully flexible reward programme.
  • You'll have a generous holiday entitlement of 34 days. (pro rata for hours worked) – you may be required to work Bank Holidays.

Visit our reward and benefits page for more information on the benefit packages we offer.

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.