Social Media Advisor

Guest Relations Social Media Advisor  

We are looking for high potential, social media professional to join our fast-paced existing Guest Relations team as a Social Media Advisor.  You will be the voice of Premier Inn Hotels and Restaurants Guest Relations Department across various social media channels in providing world class service to our guests. If you are a resilient, customer focussed person who loves to engage with people, and resolve issues with experience on social media platforms, then we would like to hear from you. 

Reports to: Guest Relations Social Media Team Manager

Contract: Full-Time, Permanent

Grade:  S11

Hybrid – Required to be in the office for 2 weeks per month(Rota based)

Location: Chiswell Court, Luton - Dunstable

What we need from you:

• Demonstrated mastery of English grammar.
• Proven ability to remain composed, confident, and well-informed under pressure.
• High standards in both verbal and written communication.
• Proficient in data capture and administration.
• Strong listening skills.
• Previous experience handling social media platforms such as Facebook, Twitter, and TripAdvisor.
• Exceptional attention to detail.
• Able to resolve complaints effectively.
• Goal-oriented and thrive in a target-driven environment.

What you’ll be doing:

• Delivering exceptional levels of customer service through social media platforms
• Working collaboratively with team members and other departments to ensure a first-time resolution
• Being accountable for the provision of excellent online reputation management when dealing with customers on social platforms, ensuring social media response guidelines are always adhered to
• Providing insight on guest contact trends to inform future marketing campaigns or strategic changes
• Staying on top of targets and being able to multitask
• Working towards KPI’s
• Using multiple internal systems

In return for your commitment, we’ve got some great benefits to offer: 

• A collaborative work culture that focuses on supporting your success
• A flexible working policy you can rely on
• Individual  BUPA healthcare
• Optional contributory pension matched up to 10%
• Up to 25% discount off our brands
• Pensions scheme
• Performance bonus scheme