View Vacancy - Digital and Social Media Manager, B3 EE (ESP20.047)

This is an exciting and unique role at the FCO Consular Customer Contact Centre (CC) operation in Malaga (Spain), working on varied, fast-paced issues, in the heart of our dynamic Customer Experience team. At the Consular Customer Contact Centre we like to consider ourselves as an example of digital best practice across the Foreign Office network of consular posts. We use our digital communications in support of our broader communications strategy to help deliver the top priorities for the FCO Consular Directorate.

We use digital communications to explain to our target audiences the level of support that British people can expect from the FCO when they are overseas. This helps them make informed decisions on their travel/stay abroad. This is a fast-paced job, in which no two days are the same, and we encourage creativity and innovation.

The successful candidate will be a key part of our friendly Consular Customer Contact Centre team, working with our staff at our two contact centre sites (Malaga and Ottawa), and across the global network of British consulates. This means the job holder will be at times required to work unsociable hours to support teams in different times zones. Our CC operation is a supportive working environment which also embraces flexible working.

As a Digital and Social Media Manager in the Consular Customer Contact Centre, you will lead digital and social media developments towards customer experience improvements, supporting and analysing existing consular services, delivered through our global network of posts and contact centres to innovate customer contact solutions. You will be working closely with the operations teams to identify changes that will drive improvements and influence our digital and social media service delivery. You will also be working closely with our Strategy & Network, Assistance and Crisis departments to ensure our digital and social media first contact with customers delivers a first rate service, exceeding government targets and matching customer needs.

Customer interaction is key to this success and the applicant securing the job will be required to build evidence of customer experience globally, eg via customer surveys and bespoke mystery shopping to test our service delivery. The job holder will lead on the production of replies to customer complaints on the service provided by the FCO Emergency Travel Documents (ETD) Centres in Madrid and Singapore, identifying lessons to be learnt and producing detailed customer insight data (quantitative and qualitative) to drive service improvements and reduce the number of negative feedback from service users.

Main Duties and Responsibilities:

Lead on the management of the social media channels owned by the CC: Ensuring that these accounts (such as the Travel Advice Twitter and Facebook feeds, though not only) are managed meeting the quality standards set out in the FCO Digital strategy. This duty encompasses:

• Ensuring compliance with FCO best practices in monitoring of social media;

• Ensuring internal guidance on social media monitoring is always up-to-date and relevant to business needs;

• Production of training materials and facilitation of training sessions;

• Planning and delivery of quality of service checks, to ensure management standards do not drop;

• Working closely with relevant stakeholders (such as the FCO Travel Advice and the FCO Digital Hub teams) to ensure our activities do not overlap;

• Ensuring the CC Out Of Hours team meet Key Performance Indicators in social media monitoring;

Lead on the production of replies to customer complaints on the service provided by the FCO Emergency Travel Documents (ETD) Centres in Madrid and Singapore, identifying lessons to be learnt and producing detailed customer insight data (quantitative and qualitative) to drive service improvements and reduce the number of negative feedback from service users.

Coordinate quality assurance activity on Emergency Travel Document applications processed by the ETD Centres in Madrid and Singapore, periodically reporting on findings: Summarising achievements and lessons learnt; suggesting ways to enhance the ETD quality assurance process; highlighting best practice and teamwork, and proposing broader review categories to explore continued efficiency and effectiveness throughout the ETD process.

Lead on improvements to the Contact Centre Enquiry Handling (CCEH) system (management of first contact in writing from members of the public). Working with the Digital Transformation Unit, and Knowledge and Technology Directorate (KTD) teams on the planning, design and delivery of these changes and on the possible expansion of the Microsoft Dynamics (MS) platform to other consular teams. Running quality of service checks on the responses provided to the customers belonging in those posts already aboard the system. Facilitate training for new MS Dynamics users.

Continuously audit online consular content and work with the Digital Transformation Unit and the rest of team owning this information on best possible ways to manage and publish this data for customers. The end goal being an improvement in customer experience and reduction of customer contacts through increase in self-help online.

• Spoken and written English at European Framework of Languages C1 level minimum. 
• Proven experience planning, designing, publishing and reviewing digital content;
• Proven experience managing and/or using digital appointment booking systems;
• Proven experience fielding complaints from the public;
• Awareness of social media management best practices; 
• Ability to grasp complex issues quickly and communicate them digitally in an effective way;
• Ability to work under pressure and meet tight deadlines under little supervision; 
• Ability to respond flexibly to changing priorities, and occasionally work weekends and out of hours.