Job Description

We're looking for a dedicated and passionate Team leader to join our Community Management team. Here at 3sixfive we work with some of the UK's biggest and best known Brands! You will be working not only closely with their teams, but on their behalf. You will respond to our clients' customers via a range of social media platforms, providing excellent customer service and building their online communities. As a Team Leader, you will support our Social Media Executives through guidance and training to ensure we are enhancing our clients' customers' online experience. Furthermore, you'll work directly with our clients to help resolve enquiries and complaints, to report trends or challenges in the moment, and to support during crisis situations.

The ideal candidate will have an existing experience with working in a people-focussed environment in a leadership position. You'll have demonstrated that you have met the requirements of their team and customers. Attention to detail is a must, as is understanding client briefs, ensuring that your responses and those of your team meet the specific client requirements.

Working within an agency means no two days are the same, so we are looking for someone who enjoys working as part of a collaborative team and can adapt easily to a fast paced environment.

What you'll be doing

Responding to all comments, posts, enquiries and complaints for 3sixfive's client base in a timely manner Mastering each client's individual tone of voice and ensuring that their brand guidelines are met at all times Directing and managing a team of social media executives in meeting our clients' needs throughout the day, complying with our SLAs and delivering on our KPIs Being on alert for potentially brand-damaging complaints on social, making our clients aware of these, and offering advice to limit reputational damage Assisting in training and continuous development of our social media executives Provide day-to-day assistance in the management of brands digital communities Have a good understanding of all clients, ensuring you are up to date on all the latest changes Work efficiently as part of a team, ensuring effective communication throughout the day Working closely with other departments to provide the highest quality of service to our clients

What skills we're looking for

Previous leadership or management experience Previous experience in a Customer Service role A passion for social media and an understanding of how brands use these channels Excellent communication skills, both written and oral Strong time management skills Creative and an 'out of the box' thinker A high attention to detail A proactive and responsive approach to work Good organisational skills
Please note that full training will be provided, regardless of your level of experience.

What's in it for you

Smart casual dress Free parking An additional day off - your birthday! Perkbox - a range of benefits, discounts and perks Health and Wellbeing programme Annual bonus scheme

Working hours for this role

Permanent position 40 hours per week, Monday to Sunday 30 minute paid lunch-break each day Non-fixed schedule, 2 days off per week which vary A mixture of '8am to 4pm', '12pm to 8pm' and '2:30pm to 10:30pm' shifts Availability for Weekends and Bank Holidays required, including Christmas & New Year's Schedules published 2-4 weeks in advance
Please note that due to the nature of this role we are unable to offer it as a hybrid or work from home option - this is an in office position.This is a fantastic opportunity to join a growing company and team, where you can work with some of the UK's biggest brands. Working alongside a friendly and collaborative team, you'll also have development opportunities to further your career whether that's within this, or another department.

Please don't hesitate to contact us if you need any further help when applying for this role and we will work with you to make your application a smooth process.

Job Types: Full-time, Permanent

Pay: From 25,800.00 per year

Additional pay:

Bonus scheme
Benefits:

Casual dress Company pension Free parking Health & wellbeing programme Sick pay
Schedule:

8 hour shift Weekend availability
Education:

GCSE or equivalent (required)
Experience:

Leadership: 1 year (required) Customer service: 2 years (required)
Work Location: In person