Social Media Executive

April 12, 2024
  • Advert ID: 538712
  • Job Reference: CEX111
  • Location: Hook
  • Job Type: Permanent
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Location – Hook, Hampshire

We're cinch. Our mission is simple – remove the faff from buying and changing cars, giving customers more choice, with more ease. That’s it. We’re putting drivers first and we’ve ripped up the rule book to make sure that happens.

We’re a customer-first ecommerce business with huge ambition, already driving exponential growth. And we have an exciting roadmap of innovative products to grow our customer offering as preference for buying cars online grows.

cinch is a new-to-market brand backed by the Constellation Automotive Group. That means we’re part of a family including BCA and We like to keep good company.

What you’ll be working on:

This role is for a Social Media Executive. Reporting to the Customer Relations Team Manager, you will form part of a close knit team who are available to help our consumers resolve their queries 7 days a week.

As part of your varied role, you will be involved with:

  • Managing consumer contact through our social media channels, addressing any negative feedback with fair resolutions to strengthen trust in the cinch brand. Additionally, responding to positive comments and messages, fostering positive relationships within our online community.
  • Monitoring and escalating VIP complaints and threats of negative press to senior leaders for review, ensuring swift resolution.
  • Analysing social media performance metrics to identify insights and drive improvements in consumer experience.
  • Supporting internal departments to maintain a seamless consumer journey and address any escalations effectively.
  • Shaping our customer operations ethos and culture by continually supporting key stakeholders in defining and streamlining processes and service levels.
  • Be a champion for cinch’s engagement strategy and brand identity as directed by the Head of Content.

Things we’re looking for in you:

  • Commitment to customer-centricity and delivering top-notch service.
  • Enthusiasm for continuous improvement.
  • Excellent interpersonal and communication skills.
  • Inquisitive nature, always seeking solutions to enhance the consumer journey.
  • Skilled influencer with the ability to build and maintain strong relationships at all levels.
  • Organised, self-disciplined, with excellent attention to detail and multitasking abilities.
  • Empathetic approach to customer experience, recognising the importance of delivering exceptional service at every stage of the customer journey.

Added bonus:

  • An understanding of working in a rapid growing business, ecommerce and/or the automotive industry.
  • Previous experience within a fast-moving contact centre or equivalent.
  • Previous experience within a Complaints handling / Social Media role would be desirable.
  • An understanding of the regulations surrounding Consumer Credit, Consumer Rights, and automotive finance.

If you're looking for a career that has great teamwork, training, rewards, long-term scope and is going places – apply now!

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.

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