CUSTOMER SERVICES – SOCIAL MEDIA
HEAD OF CUSTOMER EXPERIENCE
This is a customer facing role which offers a diverse challenge, the key focus of the role is around providing customer support by resolving customer complaints and answering customer questions received through social channels
The successful candidate will have a passion for film, cinema and be very familiar with social media platforms. They will be well placed to support Cineworld’s social media marketing strategy through engagement with our customers and in doing so will help to build on Cineworld’s strong social media presence and maintain the engagement of our customers in our brand and in the love of film and cinema.
Engage with Cineworld’s online community and act as ambassador for the Cineworld brand establishing a consistent community culture and tone.
Maintain service levels, ensuring that response times across national social channels remain under 2 hours during peak periods and under 1 hour during other times.
Proactively, reactively & opportunistically respond to customers in line with social customer experience guidelines.
Moderate customer content in line with social customer experience guidelines and identify content which may have PR implications for the business.
Support social marketing campaigns and competitions and assist in the delivery of these as required.
Ensure that reputation protection is maintained by keeping messaging on sensitive issues consistent with responses agreed by the PR team.
Respond to operational issues in real time ensuring that the business keeps customers appropriately informed in relation to operational issues (cinema closures, IT issues etc)
Support cinema teams to ensure that local Cineworld Facebook pages are well managed and that cinema teams are engaging with customers in line with the ‘local social media guidelines’
Resolve customer issues and respond to customer queries received on social channels, working with the call centre and Brentford teams to resolve when necessary.
Identify trends which negatively impact the customer experience or might pose a reputational risk to the business and ensure issues are escalated to the Customer Experience Manager. Gather examples as required.
Build positive relationships with our customers and cinema teams, progressing issues and queries to a successful conclusion.
Proactively share customer feedback, suggestions and ideas with the relevant stakeholders within the business
Provide daily updates to Social Media Community Executives and/ or Customer Experience Manager in relation to service levels, contact types and any operational issues, which have been identified from customer contact on social channels.
Provide weekly summary updates on the above.
Monthly summary updates on the above to be discussed during monthly meetings
Maintain a rota to ensure social channels are staffed during agreed hours: 9am till 9pm, Monday to Sunday.
Flexible working hours (overtime, evenings, weekends and bank holidays) to meet business demands during peak periods.
Remote working will be considered for the appropriate candidate based on location.
Occasional off site working at cinemas and travel to meetings.
ESSENTIAL ATTRIBUTES & EXPERIENCE
Communication & Customer Engagement
Excellent written communication skills are essential to this role. Being able to adopt Cineworld’s ‘tone of voice’ and engage in conversations around film and cinema.
Impeccable grammar and spelling are essential.
Customer Service or Social Media experience are essential.
The ability to think creatively and problem solve
Planning and Organising
Strong organisational skills
A proactive attitude and ability to work well independently
Ability to work to tight deadlines
Experience of diary management
A good team player and self motivator with a ‘can do’ attitude
A real passion for customer service
A confident and outgoing personality
Meticulous attention to detail is essential
LEVEL AND RANGE OF CONTACTS
Internal: All staff - Head Office and Site Network,
External: Customers, Suppliers
Interested candidates please apply with a CV and a covering letter.