Social Media Officer

Base Location: Havant (Penner Road)

Salary: £30,684 - £36,666 + generous shift allowance + a range of other benefits to support your family, finances and wellbeing.

Working Pattern: 12-month fixed term contract | Full Time Shift Worker (inc. night working) | Fully office based 

Join Our Team as a Social Media Customer Advisor

Are you a confident communicator with a passion for customer service? Join SSEN’s 24/7 Customer Operations team, where you'll handle customer interactions across our social media platforms, delivering fast, professional responses and helping us maintain our 9/10 satisfaction score.

You’ll resolve enquiries, log network issues, support inbound calls during busy times, and create reports on engagement and sentiment. This is a shift-based role (earlies, lates, nights) with some on-call work required.

We work around the clock, 365 days a year, so flexibility is essential. This includes early, mid, late, and night shifts along with an element of on-call support.

You will:

• Manage all customer interactions across SSEN’s social media platforms (e.g. WhatsApp, Facebook, X, Instagram), ensuring timely and effective responses.
• Respond to enquiries, resolve complaints, log network damage, and help maintain a customer satisfaction score above 9/10.
• Support our Customer Contact Centre with inbound calls during peak times.
• Produce analytics reports for internal teams, including metrics on reach, engagement, and sentiment.
• We are a 24/7 department working 365 days a year delivering an industry leading experience to our customers. A mixture of earlies, mids, lates, weekend and night shift working will be required.

You have:

• Proven customer service experience across written, face-to-face, and telephone interactions, with confidence in handling complaints professionally.
• Strong attention to detail, including excellent spelling and grammar, and proficiency in Microsoft Office.
• Experience with various social media platforms and the ability to tailor communication to different audiences.
• A proactive, flexible approach with a willingness to support the wider team when needed.
• Outgoing and engaging personality with excellent interpersonal, organisational, and problem-solving skills.