Do you have drive, enthusiasm, and a passion to help take the North further? If yes, then come and be part of our amazing team here at TransPennine Express.
We are an intercity train company connecting people and communities across our cities and major towns in the North of England and Scotland. Together we will continue to transform rail travel with faster, easier journeys that offer a step change in services with our fleet of new high-tech trains.
The North is a vibrant place to live and work and here at TransPennine Express our services are helping to keep the country moving. If you want to be involved in something truly transformative, that will have a lasting impact on how we travel, then please join us and help us to take the North further.
We have a fantastic new role for a proactive, tenacious and dynamic individual to join our Customer Operations team as a Social Media Content Creator.
Here's What You'll Be Doing
You'll be supporting the team with the creation of proactive content that keeps customers informed and engaged. You'll also help organise campaigns that can help us to understand what customers want from us and what we can do to further improve our offer on social media.
You'll be representing us on a variety of customer contact channels including Twitter, WhatsApp, Facebook and more. As an expert in railway accessibility, you'll also be creating inclusive content which will provide the best experience for as many people as possible.
By working closely with our central control team at the Railway Operations Centre and the management team at head office, you'll also learn how to support our customers with social media queries, from ticketing to seat reservations, to compensation claims to service disruption. A huge focus will be first contact resolution where you'll be using your highly polished skills to resolve a customer issue before it progresses into a complaint.
You'll need to develop an in-depth knowledge of railway operations, so you can stand on your own when the going gets tough and deliver the right messages in the right tone of voice for our customers. You'll also be acutely aware of what customers with accessibility requirements need from us and how to ensure that they have all the right information to enable a seamless journey experience.
Who We're After?
You'll have experience working with design software to create professional and inclusive content. This includes images, GIFs, animations, videos and more. A qualification in graphic design is desired but not essential.
You understand social media trends and how to create engaging campaigns to support our customers on all channels. You will be comfortable working from home, our head office and at the Railway Operations Centre (both based in Manchester).
You have top-notch writing skills and you're already familiar with social media and digital contact channels. You can write in a personable and empathetic tone when drafting messages, and you'll be comfortable working under pressure when disruption strikes the rail network.
You can work proactively and on your own initiative, but not be afraid to ask for help when needed. You'll be working in a busy team, so you'll also be a team player with a positive attitude and a great sense of humour. Last, but by no means least, you'll be customer focused and committed to providing the best service we can offer, plus you'll be comfortable in discussing improvements with the management team and being vocal on what you feel can be done better.
If you have any previous experience in supporting customers with disabilities, that would be excellent too!
If that sounds like the right fit for you, we'd love to hear from you, please visit FirstGroup Careers, complete an application form and upload a copy of your CV and a Covering Letter.
Help take the north further.
What we offer?
- Excellent career prospects.
- A personal development plan.
- Fully funded structured training and development*.
- Competitive salary paid on 4 weekly basis.
- Generous annual leave entitlement.
- Free TransPennine Express rail travel for you and your dependants*.
- Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years' service* for you and your dependants*.
- Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there's someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home.
- Option to join the Railway Pension Scheme with significant employer contributions.
- Family friendly maternity and paternity benefits.
- Plus, high street and lifestyle discounts as well as a cycle to work scheme*.
- Terms and conditions apply.
Why Work with us?
Our colleagues are from all walks of life with varied personal experiences and career journeys into rail. We want the best people for our roles. We are proud of our region and committed to connecting and reflecting the diverse communities that we serve across the North of England and Scotland. Our values are central to this, especially being ‘Supportive of each other'. As an inclusive employer we value individuals' contributions, regardless of their age, gender, race, ethnicity, disability, sexual orientation, social background, religion, or belief.