Description : Social Customer Service Co-ordinator (Out of Hours). Company : null. Location :

Company Description:

J. Barbour & Sons Ltd founded in 1894 is a British lifestyle brand, home to the iconic Wax jacket. We design, manufacture and market stylish functional clothing and footwear for men, women and children inspired by the unique values of the British countryside. We are the proud holder of Royal warrants and remain true to our core values as a fifth-generation family business. Barbour is sold in over 40 countries worldwide, including Europe, the US and Japan but we have our headquarters and roots firmly located in the North East of England.

Position Overview:

We have a remote working opportunity for a part time Social Customer Service Coordinator to join our Digital Marketing team on a temporary basis until end of July 2024. With training and support you will co-ordinate social customer service across our out of hours / weekend operations, to offer a world class and timely service. Developing a clear understanding of the Barbour and Barbour International tone of voice, brand DNA and business objectives you will help our customers with their questions and queries across our key social media accounts. This part time role will cover social customer service out of office hours, to support our consumers, increase positive engagement and maintain brand health.

Essential Duties and Responsibilities:

• Monitor and moderate all consumer comments and engagements across the full range of Barbour Social media channels to:
  • Manage customer questions and complaints.
  • Convert questions into sales.
  • Engage audience and drive content reach.
  • Take sensitive questions off-line.
• Work alongside the customer care team to ensure all customer feedback is responded to.
• Support global digital team in posting and scheduling content.
• Work with global teams to assign local questions and complaints that are relevant to their market.
• Alert Appropriate teams within Barbour as issues arise on any social channel, following our crisis communications workflow.
• Grow the Barbour social community, by identifying and engaging with users.
• Support the wider digital team with reporting on social performance and share appropriate feedback from social followers with relevant teams across the business in regular reports.
• Adhere to the social media guidelines and policies and maintain social community guidelines, and policies.
• Undertake any other reasonable activities as directed by the Global Digital team.

Skills and Experience:

• Experience of social media in a professional capacity.
• Customer service experience, preferably through social media.
• Proven passion about digital and all things social.
• A passion for delivering world class customer service.
• Competent in using MS Office.
• Strong verbal and written communication skills
• High attention to detail in copy.
• Able to understand and use a brand tone of voice.
• Initiative based with an outgoing personality.
• Good social skills with ability to work and communicate across different internal depts.
• Able to work out-side normal working hours.
• Good multi-tasker
• Diplomatic and unflappable.

Desirable:

• Experience or exposure to fashion / clothing brands.
• Social listening tool user.
• A working knowledge of best practice and standards in digital marketing
• Ability to analyse data and conclude for reports.
• Able to assess difficult situations and act (or not in the applicable circumstances).
• Pro-active in finding better ways of doing things and taking those ideas forward

Benefits:

• Staff discount
• Healthcare cash plan
• 25 days holiday as standard increasing with length of service plus bank holidays (prorata’d to contracted hours / contract length)

Additional information:

• The contracted hours for this role are 25 hours per week.
• The working pattern for this role is Wednesday - Sunday, 7pm - 1am, with a one hour flexible unpaid break.

Note: In the event that a sufficient volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.