Digital and Social Media Controller

Who are we? South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England and the Isle of Wight. Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life. SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport. About the job: To keep customers informed about the SWR train service, using the various social media tools (such as Twitter) and direct customer communication channels e.g. JCA Alerts. To take the lead in determining a consistent message through all digital channels. Updating the SWR website with accurate, timely and informative advice about any unplanned service disruption, providing the problem, impact and advice. Your main responsibilities will be: Updating the SWR website with timely, accurate and informative advice about the train service Leading the determination of one message to be used on all digital channels, ensuring all communications fit with the agreed tone of voice and plain English standards Creating Communication Plans for special events and engineering works where required Providing information on current and future SWR social media tools relating to the SWR train service Interacting with customers through SWR social media channels, answering queries and triaging questions Using social media to keep the Control informed of customer issues, such as overcrowding and stranded customers Emailing affected customers using tools like JCA email alerts when thresholds for sending an email are reached Keeping up to date with developments in social media, such as new tools and methods of working Sharing relevant information with the wider control team reported through social media Acting as a liaison during disruption with key stakeholders to ensure consistent communications Reporting any safety issues to the relevant person Maintaining a safe working environment for yourself and colleagues Any other actions as requested by line manager As a minimum, you will need to have: Experience of working with social media Excellent English literacy, preferably to GCSE Level Able to work in a high-pressure environment, with minimal supervision Customer focused Knowledge of the SWR route, traction and stations Able to cover the range of shift patterns About the location: Basingstoke Campus, more commonly known as the ROC, is a state-of-the-art Operating Centre and training facility located a short walk from Basingstoke station. It is a shared facility with Network Rail and is the hub for all operations across the Wessex region. Working pattern: Working an average of 37 hours per week across 7 days, with a mixture of early and late shifts. The Reward: In return we offer a competitive salary and a variety of valuable benefits, including: Free duty and leisure travel on SWR services for employees Free leisure travel for spouse/partner and dependants (criteria dependent) 75% discount on many other train operating companies Full training and support with development Large range of exclusive retail offers Excellent pension scheme We all belong at SWR.

FirstGroup's vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. If you require additional support to complete your application due to a disability or neurodivergent condition, please follow the links below.

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