Customer Advocate – Social Media

  • Sheffield
  • Starting salary of £20,000 + free broadband, phone & TV package, bonus
  • 37.5hrs/week
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This is a fantastic time to join Plusnet, in 2018 we celebrated our 21st birthday and are continuing to grow successfully. We offer a competitive basic salary plus bonus along with an extensive benefits package which includes;

-Free phone line & broadband, TV Packages including BT Sport
-Free lunch in our newly renovated canteen
-Generous holiday allowance, pension & shares schemes
-Healthcare options, numerous discounts on everyday items such as mobile phone contracts, travel, gym memberships, cinema tickets and much more

About the job

In this role you will be helping our customers that have raised a query via our Social Media platform, this could be via Facebook, Twitter or our Community Forums.   As a Customer Advocate you are responsible for understanding our customers, ensuring their query or issue is answered and resolved as quickly as possible.  You’ll be working hard to ensure our customer experience is always brilliant, maintaining confidence in the Plusnet brand as well as protecting it along the way.

We’ll ask you to help us understand if we have any common themes driving posts or dissatisfaction online. You’ll help us to understand how we can prevent these escalating further ensuring we improve our customer experience.

In summary we’ll ask that you support our customers with their queries or issues, working hard to get their experience back to brilliant.  We’ll ask you to understand if this is a 1:1 or a 1:many issue and if so how we can prevent it from impacting more of our customers.  We’ll also ask you to intervene on a customer journey that we know will hit a bump in the road, continually driving a better customer experience every time.

As Customer Advocate in Social Media you will…

 

  • Act as a brand champion in our online and third-party forums
  • Respond to posts ensuring this is representative of our brand and in line with our values
  • Champion the community forum and other self-service tools to enable the customer to have their query answered or issue resolved quickly and efficiently
  • Speak with our customers via their preferred channel of choice
  • Provide a consistent and professional presence online, handling our customer queries and issues, keeping it personal, simple and brilliant
  • Provide updates regarding service developments, problems and successes through our service status and direct to customers where appropriate
  • Monitor external discussions about Plusnet on the internet, feeding back on what is being said and or happening
  • Ensure all communications are logged accurately on internal systems (Workplace, eCo etc)
  • Work collaboratively to develop effective working relationships within key teams (Provisioning, Billing, E&O, Products, Faults) and the organisation as a whole
  • Identify potential service issues or business threats and escalate appropriately
  • Be responsible for our overall customer experience and representing Plusnet’s values in each and every interaction with our customers
  • Carry out ad-hoc projects/roles when necessary as required by the department
  • Deliver any other reasonable requests from your line manager or senior management team
  • Assist in ensuring company strategies & goals are achieved
  • Working between Monday - Sunday, 7:30-22:00.

 

To be able to succeed in this role, you must have the following skills and experience…

Essential

  • Excellent verbal and written communication with the ability to communicate efficiently, effectively and under pressure, always protecting the Plusnet brand
  • Ability to overcome objections in a positive way remaining calm under pressure
  • Happy to take it on the chin, say sorry and get the customer experience back on track
  • Take ownership and be accountable for your actions
  • An exceptional customer focus, with confidence to raise, discuss and progress customer impacting issues, whilst always remaining professional and consistent
  • Ability to multi task to ensure you achieve customer satisfaction and meet personal targets
  • Self-motivated, able to manage own workload and have a drive for results
  • Team working and interpersonal skills are essential
  • Fully understand the company values and be able to apply these in your day to day role

Desirable

  • Customer service experience within an ISP
  • Previous experience using social media in a customer service environment
  • An understanding of Plusnet, company structure and values
  • Attention to detail and an ability to keep up with all developments and changes in all areas of the business and ISP market

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