Customer Service, Social Media Adviser

#R-00176923
Location
Belfast, United Kingdom
Contract
Permanent - Full Time
Brand
NatWest
Job category
Customer Service & Operations - Customer
Posted
20/06/2022

Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Social Media Adviser

  • This is an opportunity for a social media specialist to take on a critical role within our diverse and innovative team
  • You'll respond to all customer requests, queries and comments via social media, particularly on Facebook and Twitter as well as secure messaging through our mobile app
  • Develop your existing social media skills and advance your career in this exciting, fast paced role
  • Once you have demonstrated competence in the job role you will have the opportunity to spend up to 60% of time working from home, the other 40% will be office based so you can connect and learn with your colleagues. Working from home kit can be provided

What you'll do


In your new role, you'll engage with our customers through various contact methods, providing clear, accurate and helpful support. You'll build a rapport and demonstrate our commitment to the customers as well as the bank’s values, while providing key support to business contacts across the business area.  

You'll also:

  • Provide an expert level of support that helps our customers navigate through their digital journey, across multiple devices
  • Use tools available to proactively provide feedback to improve customer journeys and customer experience across all our products and services
  • Put the customer at the heart of everything you do and promote a digital first mindset
  • Make a real difference to our customers lives on a daily basis by identifying opportunities, ensuring customers are aware of our full range of products and services to improve their financial wellbeing
  • Personalise each customer interaction in order to make them as engaging and impactful as possible
  • Support multiple customer journeys concurrently ensuring the customer response is in a timely manner
  • Identify, understand and help customers by competently and effectively dealing with their changing needs
  • Manage and update customer accounts
  • Investigate and resolve customer inquiries and complaints across our multi-channel operation   

The skills you'll need


You'll need a high level of written and verbal communication skills, with accurate grammar and spelling, and the ability to engage with customers using personality, matching your communication style to the channel the customer is using.

You'll also need:

  • The ability to build strong relationships with external and internal stakeholders and continually manage them
  • Microsoft Excel skills
  • Excellent interpersonal skills
  • A proven ability to prioritise your own work stack
  • The ability to multi-skill and change priorities according to demand
  • Excellent customer care skills

What else you'll need to know

We’re here for our customers, whatever the time of day or night, so you’ll need to be flexible and commit to working a rotating work pattern. 


Your hours of work will be between the hours of 8am and 8pm Monday to Sunday on a rotational shift pattern. You must be fully flexible and able to commit to the full range of hours. 


Bank Holiday working is a feature of this role. 

We’ll discuss your hours in more detail with you during your interview stage. 


You’ll have the option to spend up to 60% of time working from home once competent in role.


You'll enjoy a comprehensive training programme, and on-going coaching and support to enhance your development. When you're ready, we’ll help take your career to the next level.

How we'll reward you

Salary: Your salary will be starting from £20,000 per year (pro rata for hours worked)

  • You’ll join on a competitive salary of £20,000 and in addition you’ll receive a contribution to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits from RBSelect, our fully flexible reward programme.
  • You'll have a generous holiday entitlement of 34 days. (pro rata for hours worked) – you may be required to work Bank Holidays.

Visit our reward and benefits page for more information on the benefit packages we offer.

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.