Job description
Job grade: CSA2
VM Level: 2
Location: Manchester (Hybrid)
Tesco Mobile is the UK’s largest MVNO with over 5 million customers and industry leading customer satisfaction. We’re a totally unique business, a 50/50 joint venture between Telefonica O2 and Tesco that launched back in 2003.
Being part of Telefonica, one of the world’s most creative digital companies, we’re able to open up all sorts of possibilities – not just for customers, but for the people who work for us, too.
Great benefits. Great rewards. High-quality training. Ongoing career development. Flexible working. These are just some of the reasons we attract great talent.
Our inclusive approach to recruitment helps us be a true reflection of our customers and their communities. That’s why everybody’s welcome – it’s time to get everyone in the room.
About the Team:
The Tesco Mobile Social Media Team are the online face of Tesco Mobile, engaging with our customers across our online communities, varying from customer service queries to influencer engagement, no two engagements are the same.
About the Role:
As a member of the Tesco Mobile Social Media team, you will be the main representative of our brand and reputation online. Alongside a small team, you'll be working across multiple social media and review channels, and will maintain the high performance levels and positive engagement that Tesco Mobile is renowned for. Working in an Agile way with other tribes across the business, you will also develop and utilise relationships with key stakeholders to ensure the successful delivery of online customer service, marketing campaigns, and brand awareness activations.
Key Responsibilities
The successful candidate will…
- Be the online face of Tesco Mobile across our online communities. Being part of a small team, they will be required to follow a rotational shift pattern, including evenings and weekends, whilst being flexible to support with business needs.
- Act as a single point of contact for online queries and own customer service queries through to resolution. They will also be responsible for owning all other engagement, ranging from campaign amplification to conversational influencer engagement and proactive content.
- Be responsible for supporting our other business areas in amplifying Tesco Mobile activity, such as new propositions, phone launches, campaigns etc through our online channels.
- Monitor and report any trends and reputational issues to the Social Media Manager and key stakeholders when they arise and provide ad hoc reporting where required.
- Be required to provide reporting of the channel performance and recognise opportunities for improvement, adopting a proactive approach in addressing opportunities which arise.
- Responsible for the governance of our channels and for ensuring that all online activity adheres to Tesco Mobile Social Media Tone and Brand guidelines.
- Responsible for contributing towards the continuous change and improvement of our Social Media strategy and channel development
Skills & Experience required
- Experience working within Customer Service is necessary.
- A good knowledge of social media and digital customer service.
- A strong understanding of the English Language and grammar.
- Excellent communication skills both written and verbal.
- Outgoing personality, enthusiastic, with a proactive ‘can do’ attitude.
Key Stakeholders
- Tesco Mobile SLT
- Social Media Manager
- Head of Sales and Service
Salary and Benefits
We’re looking to pay a competitive salary (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.
We also believe a great work-life balance is important, so we’re open to considering part-time and flexible approaches to working. Like to know more, feel free to raise it.
We have recently announced that we will be moving towards a more blended working week – combining office and remote working, leveraging the advantages of face-to-face connectivity and enjoying the flexibility and productivity of remote working.
Our base will be the office, where we connect, collaborate and innovate – and there will be the expectation for everyone to be physically together more time than apart. For Head Office roles we therefore expect colleagues to spend a proportion of their time in the office location listed on the job description.
We are supportive of colleagues having conversations with hiring managers about what office presence will look like in the context of the role
Please note:
- If you have any questions around the role then please email ResourceTUK@o2.com who will be happy to help
- Remember – you must notify your line manager whenever you apply for a new role, and if you are applying for a secondment, please take a look at the secondment policy available via the intranet
- We're currently unable to accept applications for secondment roles from Stores colleagues, but we continue to welcome applications for permanent roles. Please speak to your line manager/Regional Leader if you have any questions
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