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Acas are at an exciting time due to an Operating Model transformation and this role is newly created. You will have the opportunity to support the Social Media Manager in a range of tasks such as building brand reputation and managing customer service outputs across Acas national and regional social media channels. Create content for Acas social media channels and help to write content for campaigns, working alongside the Video and Content Manager to ensure the content for socials is in line with the Acas brand style and accessibility requirements. You will collate content for brand, customer and employee advocacy and gather insight and research for Acas Digital channels. You will develop and increase reach of the Acas social media channels and act as a main point of contact for Acas online communities, responding to customers.

If you’re excited about this opportunity, we would love to hear from you!

Support the Social Media Manager in building brand reputation and managing customer service outputs across Acas national and regional social media channels

• Responsible for daily management of queries across our social channels, delivering great customer service.
• Support the Social Media Manager to look after the needs of Acas customers – answering general queries, flag complaints and escalate urgent queries, referring customers to Acas products and services eg Acas helpline
• Help the Social Media Manager in protecting and building Acas’s online reputation which includes actively engaging and driving conversations in social media forums and Acas channel-owned online communities. Be a voice for Acas, engaging with Acas customers on Acas products and services.

Work with the Social Media Manager in creating content to deliver through social media campaign activity

• Support the Social Media Manager in drafting and designing content for campaigns and business as usual activity. This includes:
• Researching the latest trends on Acas audience, content formats and content styles
• Researching the landscape on content for the topic area
• Liaising regularly with the campaigns team and other internal stakeholders to execute and achieve the aims of campaigns and marketing plans
• Copywriting: drafting social media posts for Acas channels to support the delivery of campaigns and evergreen content activity
• Ensuring Acas content meets the Acas brand style and accessibility guidelines

Supporting the Social Media Manager in collating content for brand, customer and employee advocacy

• Help to source and generate testimonials from Acas customers, quotes from senior leaders and influencers within Acas, seeking opportunities to put Acas’s people front and centre in all our marketing and lead generation to capitalise on our knowledge and expertise.
• Source human content stories to drive the Acas message - collecting case studies and quotes from Acas customers from the Advice, Business and Solutions team and Helpline.
• Work with Acas Senior leaders to generate content to promote Acas products and services that will influence and convert Acas audiences on our social channels.
• Work with the internal comms team to obtain stories, to generate content to use employee advocacy and bring to life our social purpose of making working life better for everyone in Britain.

Support gathering insight and research for Acas Digital channels

• Support the social media manager and marketing team in gaining insights into Acas customers – behaviours, trends, social media channel insights. Activities include:
• Use social listening tools to monitor conversations of Acas social media channels and general digital landscape
• Utilise insight tools like Google Analytics to gain further research into customer behaviours, produce suggestions for keywords, understand trends of traffic referrals, help to provide insight to the search engine optimisation (SEO) plan.

Supporting the Social Media Manager to develop and increase reach of the Acas social media channels

• Using social media management software to monitor feeds and channel conversations. Act as a main point of contact for Acas online communities, responding to customers.
• Work alongside the Social Media Manager to flag any issues or high-risk activity to prevent crisis communications where possible.

Who we are

Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we’re impartial, so we’re not on anyone’s side. That means we’re working for everyone to help prevent and resolve workplace issues.

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent or resolve workplace problems.

There's no charge for most of what we offer. Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards – Disability Confident Highly Commended; Pay Gap award winner and Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.

Experience

Essential

• Experience of working independently and prioritising work to deliver to tight deadlines in a busy work environment.
• Experience of managing multiple tasks and projects, prioritising and delivering to short deadlines.
• Experience of working on and using social media channels
• Copywriting and proofreading skills; using plain English with sound attention to detail.
• Communication skills – able to work and collaborate with others including senior leaders, confident handling queries from customers or colleagues.

Could you ask for any more?

You’ll have access to a Life style website, were you’ll be able to grab savings over a wide range of products from holidays to your weekly shop.
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Working for Acas

Job contact :

Name :
HR Recruitment Team
Email :
HRRecruitment@acas.org.uk
Telephone :
N/A

Recruitment team :

Email :
headofcomms@acas.org.uk