📌 Core Information
🔹 Job Title: Social Media Advisor
🔹 Company: Transport for London (TfL)
🔹 Location: Stratford, Endeavour Square, Transport Trading Ltd
🔹 Job Type: Multiple vacancies including Permanent & Secondment roles
🔹 Category: Customer Service
🔹 Date Posted: 2025-07-30
🔹 Experience Level: 2-5 years
🔹 Remote Status: Hybrid (50% office, 50% home)
🚀 Job Overview
Key aspects of this role include:
- Handling customer contacts via social media channels
- Resolving queries and complaints in a positive, effective, and timely manner
- Monitoring and prioritizing social media traffic
- Collaborating with colleagues across TfL to source relevant and engaging information
- Enhancing TfL's reputation through engaging and informative social media outputs
ASSUMPTION: This role is focused on customer service and engagement through social media channels, rather than content creation.
📋 Key Responsibilities
✅ Handle customer contacts via social media channels, aiming to resolve queries and complaints positively, effectively, and timely
✅ Monitor, identify, and prioritize responses to social media traffic
✅ Collaborate with colleagues across TfL to source relevant and engaging information
✅ Enhance TfL's reputation through engaging and informative social media outputs
✅ Handle sensitive, emergency, health and safety, and environmental issues that occur outside of core operating hours
✅ Produce reports outside of core hours and during incidents to support the business in understanding customer experience and matters of safety
✅ Handle refunds on an ad-hoc basis made by bank account, Oyster card, or contactless payment card credits during core hours
ASSUMPTION: This role requires a high level of customer service skills, quick thinking, and effective communication to handle a variety of customer contacts and issues.
🎯 Required Qualifications
Education: Not specified
Experience: Experience of working in fast-moving customer service teams responding to customer enquiries and complaints (Essential)
Required Skills:
- Outstanding customer service skills with a proven ability to respond quickly and effectively within a high-calibre customer service team by social media, phone, correspondence, or face to face (Essential)
- Proven ability to communicate and engage effectively with peers, team, and stakeholders – orally and in writing (Essential)
- Ability to proactively plan, self-start, and manage own time effectively while collaborating with team and stakeholders
- Ability to quickly identify priority contacts and understand correct resolution path (Essential)
- Ability to react quickly and effectively to real-time matters and effective troubleshooting skills
Preferred Skills:
- Knowledge of the public transport industry
- Knowledge of Payment Card Industry regulatory requirements
ASSUMPTION: While not explicitly stated, a relevant degree or certification in a related field may be beneficial but is not required for this role.
💰 Compensation & Benefits
Salary Range: Circa £28,293 (Band 1) - This is an estimate based on the provided salary range and industry standards for similar roles in London.
Benefits:
- Final salary pension scheme
- Free travel for you on the TfL network
- Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
- 30 days annual leave plus public and bank holidays
- Private healthcare discounted scheme (optional)
- Tax-efficient cycle-to-work programme
- Retail, health, leisure and travel offers
- Discounted Eurostar travel
Working Hours: Full-time (36 hours per week) with flexible working arrangements
ASSUMPTION: The salary range provided is an estimate based on the given salary band and industry standards for similar roles in London. The actual salary may vary based on factors such as experience and performance.
📌 Applicant Insights
🔍 Company Context
Industry: Transport and Government Administration
Company Size: Large (Over 10,000 employees)
Founded: 2000 (Transport for London)
Company Description:
- Transport for London (TfL) is a local government body responsible for the transport system in Greater London, England
- TfL operates the public transport network in London, including the London Underground, London Overground, Tramlink, Docklands Light Railway, and bus services
- TfL also manages the public transport network in London, including the London Underground, London Overground, Tramlink, Docklands Light Railway, and bus services
Company Specialties:
- Public Transport Operations
- Transport Infrastructure Management
- Customer Service and Engagement
- Transport Planning and Strategy
Company Website: https://tfl.gov.uk/
ASSUMPTION: Working for TfL offers a unique opportunity to contribute to the efficient and effective operation of a large and complex public transport network, serving millions of customers daily.
📊 Role Analysis
Career Level: Mid-level (2-5 years of experience)
Reporting Structure: This role reports to the Contact Centre Operations team within the Chief Customer & Strategy Officer directorate
Work Arrangement: Hybrid (50% office, 50% home) with flexible working arrangements
Growth Opportunities:
- Progression within the Contact Centre Operations team
- Opportunities to work on special projects or secondments
- Potential to move into other areas of TfL, such as transport planning, strategy, or infrastructure management
ASSUMPTION: This role offers opportunities for career growth and development within TfL, as well as the chance to gain valuable experience in customer service and engagement within a large and complex organization.
🌍 Location & Work Environment
Office Type: Modern, open-plan office with collaborative workspaces
Office Location(s): Endeavour Square, Stratford
Geographic Context:
- Stratford is a major transport hub in East London, with excellent connections to the rest of the city
- The office is located in the heart of the Queen Elizabeth Olympic Park, which offers a range of amenities and recreational facilities
- The area is well-served by public transport, with multiple bus, rail, and underground stations nearby
Work Schedule: Full-time (36 hours per week) with flexible working arrangements
ASSUMPTION: The office location offers easy access to public transport, with a range of amenities and recreational facilities nearby.
💼 Interview & Application Insights
Typical Process:
- Online application and CV screening
- Phone or video screening
- Face-to-face or video interview with the hiring manager and/or team members
- Assessment centre or role-play exercise
- Final decision and offer
Key Assessment Areas:
- Customer service skills and experience
- Communication and engagement skills
- Problem-solving and troubleshooting abilities
- Knowledge of TfL's social media policies and business rules
- Ability to work effectively in a fast-paced, high-pressure environment
Application Tips:
- Tailor your CV and cover letter to highlight your relevant customer service experience and skills
- Provide specific examples of how you have handled challenging customer contacts or resolved complex issues in previous roles
- Demonstrate your knowledge of TfL's social media policies and business rules in your application
- Prepare for the interview by researching TfL's organization, mission, and values
ATS Keywords: Social media, customer service, customer contact, troubleshooting, problem-solving, TfL, transport, public transport, hybrid working
ASSUMPTION: The application process for this role is likely to be competitive, so it is essential to tailor your application to highlight your relevant skills and experience.
🛠️ Tools & Technologies
- Social media platforms (e.g., Twitter, Facebook, Instagram)
- Customer relationship management (CRM) software
- Contact centre software and tools
- Microsoft Office Suite (Word, Excel, PowerPoint)
ASSUMPTION: This role requires proficiency in using social media platforms, CRM software, and contact centre tools to handle customer contacts and resolve issues effectively.
👔 Cultural Fit Considerations
Company Values:
- Safety
- Customer focus
- Excellence
- Integrity
- Collaboration
Work Style:
- Fast-paced and dynamic
- Collaborative and team-oriented
- Customer-focused and service-driven
- Adaptable and resilient
Self-Assessment Questions:
- Do you thrive in fast-paced, high-pressure environments?
- Are you an effective communicator, both orally and in writing?
- Do you have a proven track record of providing excellent customer service?
- Are you able to prioritize and manage your time effectively?
- Do you have a strong understanding of TfL's social media policies and business rules?
ASSUMPTION: TfL values employees who are customer-focused, adaptable, and resilient, with strong communication skills and the ability to thrive in a fast-paced, high-pressure environment.
⚠️ Potential Challenges
- Handling a high volume of customer contacts and queries
- Resolving complex or sensitive issues within tight deadlines
- Working in a fast-paced, high-pressure environment
- Adapting to changes in TfL's policies, procedures, or priorities
- Balancing work-life demands in a hybrid working arrangement
ASSUMPTION: This role presents unique challenges and demands, requiring strong customer service skills, quick thinking, and effective communication to handle a variety of customer contacts and issues.
📈 Similar Roles Comparison
- This role is focused on customer service and engagement through social media channels, rather than content creation or marketing
- TfL offers a unique opportunity to work in the public transport sector, with a wide range of career development opportunities
- This role may require working outside of core hours to handle emergency, health and safety, and environmental issues
ASSUMPTION: This role offers a unique opportunity to work in the public transport sector, with a wide range of career development opportunities, but may require working outside of core hours to handle emergency, health and safety, and environmental issues.
📝 Sample Projects
- Handling a high-profile customer complaint or issue on social media
- Coordinating with other TfL teams to resolve a complex customer query or issue
- Creating and implementing a new process or procedure to improve customer service or efficiency
ASSUMPTION: This role offers a range of opportunities to handle complex customer queries or issues, coordinate with other TfL teams, and create and implement new processes or procedures to improve customer service or efficiency.
❓ Key Questions to Ask During Interview
- Can you describe a typical day or shift in this role?
- How does this role fit into the wider Contact Centre Operations team and TfL's overall mission and objectives?
- What opportunities are there for career growth and development within this role and TfL more broadly?
- How does TfL support work-life balance in this hybrid working arrangement?
- What kind of training and development opportunities are available for this role?
ASSUMPTION: Asking insightful questions during the interview process demonstrates your interest in the role and allows you to better understand the demands and opportunities it presents.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application using your CV only through the provided link
- Tailor your CV and cover letter to highlight your relevant customer service experience and skills
- Prepare for the interview by researching TfL's organization, mission, values, and social media policies
- Follow up with the hiring manager or HR representative within one week of submitting your application to confirm receipt and inquire about next steps
- If selected for an interview, practice common customer service scenarios and prepare questions to ask the interviewer
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
