Social Media & Community Management Assistant

Are you social media savvy with a passion for helping customers building meaningful connections and finding creative ways for brands to show up online Were looking for a talented individual to play a key role in managing Nationwides social media communities supporting our customers protecting our reputation and spotting opportunities to get people talking about our brand.

In this role youll be customer focused first and foremost. Youll engage directly with customers across our social channels helping resolve queries identifying issues and bringing our brand to life through authentic human interactions. But youll also be constantly looking for opportunities to start and join conversations creatively.

That could mean spotting someone talking about last nights TV and finding a playful way to get involved reacting to a trending cultural moment or turning an unexpected mention of Nationwide into an interaction people want to share. Youll understand when its a moment to help when its a moment to entertain and when its better to sit one out.

Were looking for someone who is equally comfortable handling customer service conversations identifying emerging risks analysing social trends and thinking creatively about how Nationwide can become part of the conversations already happening across social media. Whether youre helping a customer with a question escalating a potential issue reporting on key themes or bringing some personality to a comment thread youll play an important role in shaping how Nationwide shows up on social.

If you live and breathe social media have a strong instinct for what people are talking about and what will get them talking thrive in a fast-paced environment and care about delivering great customer outcomes wed love to hear from you.

Youll be part of organic conversations every day balancing brilliant customer interactions with creative brand opportunities and personifying Nationwide in everything you do.

This is a 12-month Fixed Term Contract opportunity.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach bringing colleagues together across our UK wide estate whilst also supporting generous access to home working. We value our time in the office to solve problems to learn and to feel connected.

For this job youll spend at least two days per week or if part time youll spend 40% of your working time based at either our Swindon or London office. You will also be required to work 1 in 4 weekends. If your application is successful your hiring manager will provide further details on how this works. You can also find out more about our approach tohybrid working here.

If we receive a high volume of relevant applications we may close the advert earlier than the advertised date so please apply as soon as you can.

Youll deliver outstanding customer service across Nationwides social media channels responding to customer queries feedback and complaints with empathy accuracy and attention to detail. Putting Nationwides community management strategy into action youll create meaningful interactions that build trust advocacy and stronger connections with our audiences.

Youll actively monitor social media channels and the wider cultural conversation to identify emerging issues customer concerns trends reputational risks and opportunities for Nationwide to engage. When issues arise youll ensure customer concerns operational incidents and reputational risks are escalated quickly and accurately to the appropriate teams and stakeholders.

A key part of the role will be identifying opportunities for Nationwide to join conversations beyond our own channels bringing our brand personality to life through creative timely and culturally relevant interactions. Youll turn everyday social moments into memorable brand experiences whether thats responding to someone talking about last nights TV joining a trending conversation or spotting an unexpected opportunity to make people smile.

Using strong judgement youll balance customer needs with creative brand opportunities recognising when its the right moment to help entertain engage or step back. Youll use social listening and community management tools to monitor brand sentiment emerging topics customer feedback and wider conversations helping to identify opportunities and potential risks.

Youll support the production of daily weekly and monthly social listening and community management reports highlighting key trends insights and opportunities. Working closely with stakeholders across the business youll help ensure a joined-up approach to customer engagement and issue management.

Youll also contribute to continuous improvement by sharing insights trends and learnings that enhance the customer experience and make our community engagement more relevant distinctive and effective. As an active member of the wider social media team youll support planned activity while remaining ready to respond quickly when reactive and culturally relevant opportunities emerge.

About you

• Experience using Sprinklr or a similar social media management tool
• Strong written communication skills with the ability to switch naturally between customer service brand and more playful conversational tones depending on the situation
• Experience monitoring and analysing social conversations trends and sentiment
• A strong customer-first mindset and genuine desire to help people
• A natural curiosity about social media culture and what people are talking about with an instinct for spotting conversations Nationwide could credibly and creatively join
• Creative flair and the confidence to turn an everyday comment trend or cultural moment into a memorable interaction
• Strong attention to detail and ability to follow processes accurately
• Ability to remain calm and professional when handling sensitive or complex customer situations.
• Strong organisational skills and the ability to manage multiple tasks simultaneously
• Comfortable interpreting data and reporting on social performance emerging themes and customer feedback
• A collaborative team player who demonstrates initiative adaptability and sound judgement
• Excellent judgement with an instinct for what makes a great brand interaction knowing when to help when to have fun and when not to engage

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display in every role:

• Feel what customers feel - We step into our customers shoes using their feedback and insights to empathise with them and to understand their needs so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think were honest and direct with good intent openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We dont settle for mediocrity we challenge the status quo taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact we are decisive and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you and where you may have already demonstrated these.

The extras youll get

There are all sorts of employee benefits available at Nationwide including:

• 25 days holiday pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking but fairer more rewarding and for the good of society

We forge our own path at Nationwide.

As a mutual were owned by our members - those customers who bank save or have a mortgage with us. We challenge the financial sector status quo. We dont see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If youre inspired by fairer finances passionate about making a meaningful impact and truly care about our customers youre one of us.

At Nationwide you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team we celebrate what we achieve. As a standard-setter we work for the good of customers communities and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you please click the Apply Now button. Youll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone so we will be in contact shortly after the closing date to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data please read our.

If you want to find out more about using AI in our recruitment process please read morehere.

Disability Confident

Were not just guided by data were driven by the real experiences of our people. Were a Disability Confident Level 3 Leader the highest level.

Thats why were constantly evolving our policies and practices to make sure everyone feels genuinely supported valued and empowered to champion inclusion. Whatever your needs were here to support you. If you need any additional support throughout your application journey email our team atRecruitment Support.

Apply safely with Nationwide

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Interviews for this position are expected to take place from 11^th November. We will let you know the outcome of your application shortly after the closing date. If you are shortlisted we will share further details with you about the interview process.

Please let us know about any annual leave you have planned during the interview timeframe.