Job Description

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Social Media Lead

Date: 18 Aug 2023

Company: DWR Cymru Cyfyngedig Welsh Water Plc

City: Cardiff

Address:

Cardiff, Wales, GB, CF3 0LT

Job Requisition Number 4956
Work Type Permanent
Job Function Human Resources & Comms
Salary Range \xc2\xa342,507.00 -\xc2\xa348,884.00

Base

Closing Date

South East Hub

23:59 - 28th August 2023

What you\'ll be responsible for

The Social Media Manager will work as part of the Communications team in Welsh Water, working alongside and closely with the Customer Service team based within the Retail function of the business. With extensive understanding and experience in social media platforms, processes and management, the manager will work with Welsh Water\'s corporate narrative, guidelines and values to improve customer and stakeholder relations and communications.

This is a unique and pivotal role which will bridge the gap between customer queries and conversations taking place on social media with media relations, marketing activity and our own corporate communications. Duties will also include:

• Working with the Head of Campaigns and Planning, lead on developing, implementing and managing a social media strategy across multiple platforms including Facebook, Twitter and Instagram, and exploring new opportunities as they become available.
• Be a first point of contact between the Communications and Retail teams, building and maintaining positive relationships to enable the business to deliver effective communications through social media.
• Provide direction for teams responding to customer comments, queries and conversations taking place on Twitter and Facebook, with the possibility that this will increase to platforms like Instagram and others at future dates.
• Identify training and development needs of colleagues in both the Communication and Retail team and support training programmes as required.
• Oversee the seasonal social content calendar and ensure that the messaging and information is aligned to business objectives, brand guidelines and corporate social values.
• Work with the Communications Team to formulate content plans and ensure social media channels are populated with engaging, informative and innovative content for both organic and paid social.
• Implement and manage a daily monitoring process for social media traffic, conversations, sentiment, content, and advise/escalate accordingly.
• Identify opportunities for training and improvement between comms and retail and implement training programmes alongside the retail team.
• Lead, develop and implement processes.
• Manage the social media platform, currently Hootsuite, have an understanding of the retails systems (currently Anana).
• Define and track social media campaigns\' key performance metrics to maximize results and report progress to the senior management team.
• Monitor social media trends, including developments in design, applications, strategy and innovation to stay relevant and effective, ensuring sharing of best practise amongst the Communications and Retail Team.

Who you\'ll work with

• Head of Campaigns and Planning (reporting to)
• All Communication team colleagues
• Retail Social Media Team, Social media Team Managers and Heads of Service
• Directors
• Heads of Service

About you

Knowledge, Skills & Experience

• Educated to degree level or equivalent experience of working at a similar level in a specialist area and or with a professional communication or equivalent qualification
• Experience of working in a communications environment in a customer focused organisation/industry
• A proven track record in managing social media platforms
• Experience in the measurement and evaluation of social media
• Experience of digital communication and advertising techniques and a thorough understanding how digital and social media channels can help communicate messages
• Experience of creative and accurate copywriting in different styles and communicating information to people in a simple and engaging way
• Experience of developing engaging and informative content for use on social media
• Experience of managing content and campaigns on organic and paid social media on Twitter, Facebook and Instagram
• Experience of crisis comms and delivering solutions through social media
• Working knowledge of the social media platforms, including the management of the back end.
• First class network-building skills and excellent record in building rapport and credibility with senior managers, colleagues and suppliers
• An influential communicator with excellent written and verbal communication skills

Good to know

• Hybrid working
• Requirement to cover standby and on call rota with the rest of the communications team once every 12 weeks

For any further information regarding this role please contact Victoria Hale - victoria.hale@dwrcymru.com

Benefits

As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• Variable pay schemes ((your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
• Enhanced employer pension contributions - Up to 11% employer contributions
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Reduction on gym memberships and high street shopping
• Cycle to work scheme
• Free on-site parking at all our sites
• Discount off all Welsh Water visitor attraction centres and gift shops
• Car-leasing scheme
• Health CashBack scheme
• An employee assistance programme for employees and their immediate family

Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment

Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.

Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business. For some roles there may be additional checks and security clearance required, and this offer is subject all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

Who we are

D\xc5\xb5r Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company\'s required security objectives.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work.

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

INDMP

D\xc5\xb5r Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

\xc2\xa9 D\xc5\xb5r Cymru Cyf 2019.

Job Segment: PR, Corporate Communications, Social Media, Wastewater, Water Treatment, Marketing, Engineering

D\xc5\xb5r Cymru Welsh Water