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Social Media Advocate

Milton Keynes, Buckinghamshire
Job Type
6 Sep 2022

Company Description

BP Pulse has established itself as the market leader in electric vehicle charging, providing solutions for EV drivers to charge at home, at work and on the road. On our mission to make charging fast and hassle-free, our charging points have been used over 30 million times to enable around 200 million miles of zero tailpipe emission driving. We work with the world's leading vehicle manufacturers to support their customers, as well as some of the UK's biggest fleets, leasing companies and local authorities. We are the UK's only fully integrated, end-to-end manufacturer and operator of charging infrastructure, and our nationwide Polar network of public charge points is recognised for its quality and reliability. Following the acquisition by BP in 2018, the company is growing rapidly and has moved to a brand new, purpose-built head office and production facility in Milton Keynes to support this growth and allow it to capitalise on a booming electric vehicle market.

This is an opportunity to join a business with an envious and unrivalled position in a fast-growing market and ultimately help enable more people to transition to electric vehicles. You will not just be part of the biggest change in the automotive industry for a century - you will be at the forefront of it.

Job Description

Are you a Customer Advocate with a talent for Social Media analytics?

In this role you will be a role model for the colleagues in the wider the team by engaging directly with customers and demonstrating excellent customer service as well as providing valuable feedback to key stakeholders on the customer journey.

You will be responsible for responding to Social Media commentary and Trust Pilot reviews with a view to educating the audience on the EV experience. This will involve managing various social platforms and working closely with the marketing team to deliver a consistent message to our customers and identify common themes raised on the platform.

This role is working within a customer passionate, fun team who enjoy helping each other and championing BP pulse. It has been known that the current team on many occasions pop on their super hero capes to really make a difference - apply today to find out more!

This is a hybrid working role, you will divide your time between home and our Milton Keynes office 2 days a week.

This is a 6 month FTC


What you will be doing

  • Manage own caseload, ensuring all complaints are handled within defined SLAs from receipt to conclusion
  • Contact internal and external parties for relevant information required to investigate and close the complaint
  • Ensure that all complaints are handled with the highest possible standard of customer care
  • Assist with feedback and provide recommendations for improvement. Handling feedback from multiple channels with a view to appeasing dissatisfied customers
  • Working strategies and campaigns to improve customer experience and EV knowledge
  • Responding to reviews and social media commentary with a view to educate the audience on the EV experience
  • Delivering social media insights to senior members of the business and identifying key trends or common themes.
  • Identifying challenges and suggests solutions for the improvement of the operation and client/customer interactions

The ideal candidate will have

  • Previous Customer service experience
  • Previous experience of social media communication
  • The ability to work under pressure and towards strict targets and deadlines
  • Be able to gather data from Socials and present insights
  • Attention to detail

Additional Information

Why work for us

With a competitive salary depending on experience, when you join bp Pulse you'll also enjoy a range of benefits including, wellness days, training and development, EV leasing opportunities and much more.

As an equal opportunity employer; we celebrate diversity and care about people. We would hope you will be like minded with a positive personality, energetic working style and for this role exceptional communicator who can work well within a multidisciplinary team.

You are a vital part of the electric future, start charging up your new career today!

If this role sounds of interest and you meet the requirements above we would love to hear from you, please apply by submitting and up to date CV.

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  • Job Reference: 705552490-2
  • Date Posted: 6 September 2022
  • Recruiter: bp pulse
    bp pulse
  • Location: Milton Keynes, Buckinghamshire
  • Salary: On Application
  • Sector: Sales & Marketing
  • Job Type: Permanent