Social Media Manager

Role: Social Media Manager Offer type: This is a permanent role Salary: £33,000 - £39,276.18 Location: This is a remote role, based nationally NCS Trust is an equal opportunities employer, embracing diversity and inclusion. At NCS we respect and value differences in people and all hires are made on merit. We particularly welcome applications from people who are Black, Asian, or from an ethnically diverse background, or people with disabilities, as these groups are currently underrepresented particularly in our leadership. We are committed to improving equality of opportunity in the workplace and are a signatory to the Race at Work Charter from Business in the Community, the Prince’s responsible business network; and the Disability Confident Committed employer scheme. Role Purpose Working in the digital team within the wider Brand and Marketing department, the Social Media Manager (Engagement) is an integral role in delivering organisational success. Engaging with NCS’ consumer and NCS Trust’s corporate audiences across the various communities in social media, the role is responsible for actively monitoring conversations, tracking trends and engaging with customers to ensure that their needs are met and questions answered. The successful candidate will be a social native with extensive knowledge of Facebook, X (Twitter), Instagram, TikTok, Snapchat, YouTube, and LinkedIn with a passion for building online communities through excellent customer care. They will understand the importance of a feed and the story that the feed can tell. We are seeking a highly motivated individual with experience of and a fanatical passion for micro-blogging and community development. Key activities

• Building and nurturing NCS’ social channels and communities
• Daily community management for both consumer and corporate audiences across our owned and paid channels, including but not limited to; X (Twitter), Facebook, Instagram, Snapchat, YouTube and LinkedIn
• Supporting and delivering the corporate and UK Year of Service social content and with support from Senior Digital Marketing Manager, and support content creation for NCS young audience channels
• Working with the Customer Service Team to ensure that all inbound customer complaints & enquiries are effectively triaged, allocated and resolved and assisting in incident monitoring and safeguarding issue management
• Identifying real-time opportunities to take NCS and NCS Trust into relevant conversations and engage new audiences
• Be able to spot trending topics and create trending content that would work well and resonate with the NCS audience
• Monitor mentions and hashtags to generate a bank of user-generated content and manage our UGC platform and usage rights for content.
• Assist the Marketing team with influencer brand and safety checks, ensuring they meet Standards frameworks
• Mitigating and containing negative news and content across our channels
• Supporting on the delivery of crisis management and crisis communications via our social platforms
• Preparing the weekly social performance report for the Corporate channels, supporting with performance reporting on the YP channels when necessary
• Support training Executives and Youth Advisory Board
• Support the Events team with promoting their events online, and attending in-person as necessary to curate content

• Excellent understanding of Social Media Platforms, including but not limited to;
• Snapchat, Instagram, X (Twitter), Facebook, YouTube, TikTok, and Linkedin
• Impeccable approach to customer services with excellent judgment in how to satisfy the most challenging of customers
• Strong attention to detail with good editorial judgment, accuracy and sensitivity
• Ability to meet targets and deadlines whilst coordinating a wide range of concurrent activities
• A highly analytical approach with the ability to regularly evaluate ideas and results
• A team player able to collaborate across organisational boundaries
• A proven track record of assisting and managing multiple social media accounts on behalf of a brand
• Adept at managing upwards as needed / engaging senior stakeholders

• Good levels of engagement on corporate and consumer communities on social channels. Active engagement with key stakeholders i.e. young people, parents and guardians, schools and colleges, ambassadors, influencers, and external partners
• A high level of customer care across our channels and that messages are responded to within 4 hours or less in business hours, 24 hours during the week and 48 hours on a weekend
• NCS corporate and young people social channels are in all the relevant conversations and engage new audiences

• Proven and relevant experience working in a community management role for a consumer brand or agency, ideally with a youth focus
• Great communicator in both written and verbal form with impeccable copywriting skills and attention to detail
• A digital native with a natural curiosity and creative flair
• Strong organisational skills
• A positive and conscientious self-starter who works well in a fast-paced, team-oriented environment

• Salesforce and Sprinklr experience
• Adobe Suite experience inc, Photoshop, Illustrator
• Experience working with youth brands or teen content
• PR Experience

• 28 days annual leave in addition to Bank Holiday entitlements.
• 5 Volunteer days
• Enhanced Maternity/Paternity/New parental (Subject to 1 year of service) pay
• Life Assurance
• 24/7 access to an Employee Assistance Program
• Access to a self-directed learning and development platform
• Access to a national discount platform, shared with one family member
• Discounted Eye Care
• Cycle to work scheme
• You can request flexible working after 26 weeks of employment
• Well being days