View Vacancy - Digital and Social Media Manager (ESP18.189)

This is an exciting and unique role at the FCO Consular Contact Centre (CC) operation in Malaga (Spain), working on varied, fast-paced issues, in the heart of our dynamic CC Customer Experience team. At the Consular 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 Contact Centre team, working with our staff at all three our contact centre sites (Malaga, Ottawa, Hong Kong), and across the global network of British consulates. This means that 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 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 that our digital and social media first contact with customers delivers a first rate service, exceeding government targets and matching customer needs.

The Digital and Social Media Manager role will also deputise for the Contact Centre Customer Experience Manager (C4L). As such, the successful candidate will be required to suggest improvements to our operational performance in contact centres across a number of areas, including technology, process, organisation and people. Customer interaction is key to this success and the successful applicant will be required to build evidence of customer experience globally, eg via customer surveys and bespoke mystery shopping to test our service delivery.

Roles and responsibilities

- Lead management of social media channels owned by CC: Ensuring that the social media channels owned by the Consular Contact Centre operation (such as the Travel Advice Twitter and Facebook feeds) 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

- Implement a regular evaluation process, in order to assess what social media approaches have had the most impact, and feed this back into teams, in order to continually improve our digital communications efforts.

- Lead on the expansion of the Enquiry Handling project (management of first contact in writing from external customers) to the majority of posts in the Consular Network, following the lead from Consular Regional Directors. Working with the Digital Transformation Unit and Knowledge and Technology Directorate (KTD) teams on the planning, design and delivery of the expansion. 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.

- Lead on the management and development of the Consular Appointment Booking Service (CABS), planning and designing system improvements toward a better customer experience. Promote best practices for effective system use by the Consular Network. Audit use of platform by consular posts and encourage availability of service slots for customers. Work with the CC Customer Experience Manager and the Consular Technology and Transformation Team on exploring other platforms which could offer a better experience for internal and external customers alike.

- 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.

• Fluent spoken and written English (at European Framework of Languages C1 Level minimum).
• Proven experience planning, designing, publishing and reviewing digital content. 
• Proven experience managing digital appointment booking systems. 
• 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.