Job Introduction

We are recruiting for a Customer Service Advisor (Social Media)  to join the Customer Service team at Card Factory in Wakefield. This is a newly created role and will be responsible for managing and supporting our online community across all social media platforms that we are active on; Facebook, Twitter, Instagram and LinkedIn, across our cardfactory, Getting Personal and recruitment social media channels.

This role is available on a hybrid basis, combining working from home with 1-2 days a week in the office (flexible).

Role Responsibility

• Deliver the customer service/Social KPI’s
• Ensure responses are aligned with our social tone of voice guidelines and are consistent with our brand personality
• Monitor message sentiment & share stand out content with Social Media Manager
• Tailor responses in-line with business and social channel tone of voice and audience
• Build relationships across retail, online and customer marketing and communications teams
• Escalate issues that have the potential to generate widespread negative sentiment/media coverage
• Share positive feedback or key insights obtained via our social media channels with the relevant areas of the business
• Seek out opportunities to engage in conversations to help cultivate an active community

The Ideal Candidate

You will have enthusiasm and passion for all things social media and a strong combination of the following experience:

• Previous experience in a customer service focused role would be beneficial
• An enthusiasm for helping people, you’ll be proactive and pride yourself on problem-solving
• A good knowledge of the Social Media platforms that we operate on
• Strong communication skills
• A self-starter who works on initiative
• Strong copywriter with attention to detail
• A desire to take responsibility
• Hands on team player

About the Company

Card Factory is a great place to work. We're proud to have recently been named the #3 best place to work in the UK, and #1 in retail in the UK, by Glassdoor. This recognition reflects our commitment to creating a positive and supportive workplace culture, where every employee feels valued and empowered to succeed.

At cardfactory, we believe in striking a balance between hard work and enjoyment. We encourage you to pursue a career that you are passionate about, so that work feels like a fulfilling endeavour every day.

Sportswift Ltd T/A Card Factory

Sportswift Ltd T/A cardfactory