Social Engagement Specialist

As a new member of Sky’s Digital Service Social team, you’ll be responsible for engaging proactively with external customers on Sky Help’s Facebook and X social channels. You’ll be fully immersed in driving forward Sky’s social presence, promoting digital self-resolution, creating style guidelines  and playbooksfor reactive posts, managing Paid campaigns, and sharing writing useful help content where other digital platforms can’t assist to signpost to. With the support of the Social Product Owner, this is an opportunity to drive forward social engagement, tackle urgent business needs proactively to avoid future customer contact and to build campaigns based on long-term data and insights. 

What you will do: 

• Proactively post on Social, promoting digital pathways and making customers aware of business-critical and time-sensitive situations.incidents that can impact our customers.. 

• Build a Social strategy for our handles, on different platforms, focusing on the what, when , how and why.  

• Plan campaigns based on both wider project/programme work and longer-term data, including Paid, to achieve resolution for our customers before they ask us for it.  

• Work with our Social Media Executives, providing mentoring and guidance on best practice. 

•  Manage stakeholders across Sky to gather technical information, relevant customer stories, and ways of working that inform content creation.

• Function as an early warning system for incidents, feed real-time data into the business, and gather enough information to proactively raise awareness to customers.  

• Collaborate with our Community Manager to create accessible longform web content, matching Sky tone of voice, and use it to build campaigns around and signpost to on Social.  

•  Work closely with our Operational reactive advisors to ensure our output correlates with customer demand coming in.  

• Work closely with our Marketing Social teams to ensure we’re aligned with their best practice and workflows.  

• Look at ways to improve our Social customer journeys and suggest improvements to the Product Owner.  

• Be a leader in Social best practice and always keep up-to-date on developments in tools &, platforms. 

What you will bring:

• Direct 2-3 years professional experience in Social management and engagement. 

• A passion for Social Media, advocating its relevancy, always seeking new opportunities, aware of what our competitors are doing, and always willing to share innovative ideas freely. 

• A strong sense of your own engagement style and creativity, all while putting the customer at the heart of everything you do. 

• An aptitude to be data-centric in all aspects and understand what’s driving a trend.  

• Excellent verbal, written and presentation skills, and clear attention to detail. 

• Experience of mentoring and influencing others.  

• A proactive attitude, with the ability to think outside the box. 

• A passion to help customers, driving customer experience at the heart of everything you deliver.  

The Rewards  

There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here’s a taster: 

• Sky Q, for the TV you love all in one place 

• The magic of Sky Glass at an exclusive rate 

• A generous pension package 

• Private healthcare 

• Discounted mobile and broadband 

• A wide range of Sky VIP rewards and experiences 

How you'll work: 

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. 

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.  

Inclusion: 

At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working.  

We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.  

Why wait?  

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.  

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about. 

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.