Customer Service & Social Media Executive- Film & Entertainment

Job Title: Customer Service & Social Media Executive- Film & Entertainment
Contract Type: Permanent
Location: Chiswick, London
Salary: £20000 - £21500 per annum
Start Date: ASAP
Reference: BBBH53501
Contact Name: Natasha Uddin
Contact Email:
Job Published: June 29, 2016 10:42

Job Description

A fantastic opportunity to work with one of Europe's leading cinema groups. Our client is recruiting for a Customer Service and Social Media Executive to be part of their London HQ! Suitable candidates will ideally have a minimum of one years' inbound customer service experience, specifically in the context of dealing with sensitive and high priority customer correspondence.

The Customer Service & Social Media Executive role is a great opportunity to be part of the small team, (in a large company), who are responsible for the strategic delivery of customer service, for contact centre and cinema support and for handling of executive/ priority/ sensitive correspondence.

Our client is looking for someone with a really friendly personality and a desire to learn about their company. Fantastic written and verbal customer service skills is essential, experience handling social media on behalf of another business is highly desirable.

This will be a combined role which includes both Customer Services and Social Media Community Management elements (as outlined below)

The role is a temporary to permanent full time position based in West London.

We are recruiting for a candidate who is available at weekends and flexible with working hours.

Customer Service Responsibilities:

  • Responding to a high volume of inbound customer queries and complaints; being the first point of contact
  • Respond to high priority correspondence by phone and in writing including all Executive complaints (complaints sent to the CEO and other senior members of staff)
  • Communicating professionally and taking full ownership of customer enquiries and complaints - ensuring investigations and follow ups are made within agreed timelines.
  • Identifying trends which negatively impact the customers experience and ensuring issues are escalated to the Customer Experience Manager.
  • Processing refunds and assisting with all financial requirements
  • Any ad-hoc duties, as and when required

Social Media Responsibilities:

  • Manage the companies online community maintaining customer engagement with the brand and projecting the brand identity and tone through social media channels
  • Proactively respond to customers and their queries
  • Moderate, engage and respond to fans to establish a consistent community culture and tone
  • Monitor social media channels and the performance daily, recording all information
  • Update social channel's feeds manually on a daily basis

Essential Attributes and Experience

  • Excellent written and verbal communication skills - specifically in the context of dealing with sensitive and high priority customer correspondence
  • Inbound customer service experience: minimum of 6 months.
  • Social media management experience is highly desirable
  • Experience of working in a fast paced environment and ability to deal with multiple tasks and prioritise
  • Competent with Microsoft Office applications: Word, Excel & PowerPoint
  • Strong organisational skills
  • Ability to meet deadlines and work well independently
  • Confident, outgoing and a self-motivator
  • A passion for providing excellent customer service and the film & entertainment industry

If you are looking for a role incorporating both social media and customer service then do not hesitate and apply today!

PLEASE NOTE: Due to the high volume of applications we receive we are unable to respond to everyone. If you have not heard from us within 5 working days of sending your CV then unfortunately you have not been shortlisted for the position you have applied for.