Senior Social Media Officer
3 days ago
Glasgow
Not your average role… With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035. THE ROLE: The role will include the basic function of a social media officer, ensuring we are providing our customers with excellent information and communications, via various social media and communication channels. The Senior Social Media Officer will also liaise directly with other ScotRail departments, principally Marketing, for new and ongoing ticket offers and campaigns. Although there is no line management responsibility, the Senior Social Media Officer role serves as a link between the rest of the social media team and the Media Relations and Social Media Manager, including maintaining an efficient roster based on a well-established shift pattern and helping to achieve several new strategy initiatives to further improve performance. KEY ACCOUNTABILITIES: • Work closely with colleagues and stakeholders to proactively update social media channels with content that delivers value to our customers., • Ensure incoming contact from customers is responded to with accurate information, as quickly as possible., • Offer the customer, wherever possible, a personalised service and maintain a professional ‘tone of voice’ in all communications., • Work closely with the Service Delivery Team to improve our Passenger Information During Disruption (PIDD) delivery, in particular utilising social media., • Aim to resolve the customers’ query at the first point of contact. If this cannot be achieved, then keep the customer regularly updated with the progress of their query., • Keep track of responses and actions needed from colleagues to ensure the customer receives an answer to their query promptly., • By engaging with the customer, educate them on the facilities available to them, for example the ScotRail App, therefore encouraging them to self-serve., • Represent the department at meetings as necessary and requested by the Media Relations and Social Media Manager., • Report any performance, safety and quality issues to the relevant department., • Comply with procedures and timescales as directed., • Deliver reports and suggest recommendations for improvement on both our social media channel performance and our reputational risk complaints., • Implement the agreed vision and continually developing strategies for social media., • Proactively promote our existing social media channels and future channels deemed to be relevant to the business to increase the number of ‘likes’, ‘views’, and ‘followers’., • Establish relationships with internal and external stakeholders to ensure customer queries are responded to as quickly and efficiently as possible. What You Bring… • Good IT skills are necessary with particular knowledge of Microsoft Office packages., • A detailed understanding and extensive experience of using social media analytics software and packages., • Understanding and experience of social media customer service., • Accomplished time-management skills in order to meet deadlines and comply with agreed procedures., • Excellent organisational skills., • Good communication skills – both written and verbal., • Excellent interpersonal skills., • An investigative intellect., • Exemplary problem-solving skills., • The ability to be flexible and work under pressure., • Previous customer service experience., • Previous experience in the management of social media and the delivery of social media customer service., • Knowledge of filming and editing social media videos is desired but not essential. This is a full-time role. The shift pattern begins at 7am and finishes at midnight, seven days a week except on Christmas Day and New Year’s Day. Specific shifts include 0700-1400 / 0900-1600 / 1000-1700 / 1200-1900 / 1515-0000 ScotRail offers a hybrid working model. Reference Salary: £39,858 per annum. Selection process Selected candidates will be invited to a competency-based interview. All offers are subject to passing our pre-employment checks which include a criminal record check, medical and referencing. What we offer you ScotRail offer an excellent rewards package including • Contributory Final Salary Pension scheme., • Free and reduced rate rail travel for you and your family, where applicable., • Generous holiday allowance., • Enhanced company sick pay and family leave including maternity, paternity and adoption., • Life Insurance cover for 4 x annual salary., • Contributory lifestyle benefit options including discounts at hundreds of retailers, cycle to work scheme, discounted gym memberships and healthcare cashback plan. Please note that due to the volume of interest received these vacancies could close prior to the published date. Equal Opportunities ScotRail is seven times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds. Closing Date: Saturday 21 February 2026