**Internal applications only**

We’re looking for a Senior Social Media Executive to join our team and help steer our customer service presence across every platform.

In this role, you will engage with customers, stakeholders, and media outlets while monitoring online activity, including out-of-hours conversations. You will identify potential risks, provide accurate and professional responses, and help maintain and protect our brand reputation.

As a key member of the team, you will also act as a subject-matter expert in railway customer service and deputise for the Head of Social Media Customer Services when required.

Key Responsibilities

• Deliver timely, accurate, and professional customer responses

• Monitor social media activity and flag emerging risks

• Engage with customers, stakeholders, and media partners

• Utilise trends to enhance engagement

• Support leadership and represent the team when needed

Requirements

• Proven experience in social media customer service

• Strong communication and judgment skills

• Ability to work proactively in a fast-paced environment

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Our Avanti West Coast Values 

Passionate- We foster a culture where everyone is driven by our mission and are dedicated to achieving it together.

Committed- We are committed to safety, reliability and delivering the very best for our customers, our colleagues, stakeholders and the industry.

Integrity- We believe in taking responsibility for our reactions and decisions to ensure we do the right thing even when it is difficult to do and hold others accountable for doing the same.

Ambitious- We strive to be the best and are curious to new ways of working within our business and the wider industry.

Authentic- We are genuine, caring and grounded individuals that operate and communicate with openness, trust and clarity.