Senior Social & Community Analyst

Description
The Senior Social & Community Analyst is a complex and fast paced role, requiring quick thinking and good organisation in order to deliver a 24/7/365 service across our customer base.
This role includes supporting and assisting some 600 contractors, as well as being the contact point for the smaller Social and Community Vertical Team members, often assisting and raising technical issues to the wider business. Building and maintaining good working relationships and overseeing regular 1:1 sessions will be a prominent feature in this role.
The ability to deliver, document and maintain training is vital. This role requires excellent prioritisation skills, communication skills and fast, accurate, decision making.
A deep understanding of both internal and external systems will be required as Service Quality Issue investigation is included in this role.

• Assist the Social, Community & Pharmaceutical Lead in the delivery of service within the Social & Community Vertical.
• Be responsible for maintaining excellent output quality.
• Assess service additions and new onboarding requirements, ensuring capacity and capability can be met.
• Creating and maintaining training and brand specific guidelines for First and Second Line RA's.
• Investigating Potential Service Quality Issues and recording Quality Control Steps.
• Be the point of contact for the Social & Community vertical team members as well as offering regular 1:1 sessions and mentoring.

Requirements

• 3 years experience in the delivery of Social and Community & Pharmaceutical services
• Proven experience of implementing and recording training programs
• Passionate about quality delivery
• Flexible, enthusiastic and confident working approach
• Ability to work under pressure
• Methodical, 360 degree thinking
• Self-motivated and able to work independently without close supervision
• Excellent communication skills
• Great organisational skills with the ability to prioritise
• Proactive, enthusiastic and willing member of a team

Benefits
Our rewards are as unique as our culture, and we want to attract the best people and retain them. Not only will we ensure that your development is key, but you will be joining a fantastic team of like-minded people who work together as one team to achieve a shared vision.
We offer an excellent salary and benefits package which includes:

• Market competitive pay rates based your skills and experience
• Discretionary bonus scheme / commission scheme with payment based on revenue generated as a result of generated sales leads
• 20 days holiday and 10 Federal holidays
• Critical Illness insurance
• Life Insurance Cover
• Medical Insurance
• 401k retirement plan
• Employee perks schemes offering discounts, rewards, giveaways and more
• Mental health wellbeing portal and access to an in-house clinical psychologist
• Support and provision of supplies to facilitate home working
• Flexible working opportunities

About Crisp:
Crisp's mission is to protect Global Brands, children and social platforms from Social Media risk. At Crisp we believe that everyone should be safe from unwanted User Generated Content online. We are a high growth company that already works with and protects the world's biggest brands and social platforms.
Crisp comprises hundreds of expert consultants in linguistics, moderation, psychology, data protection, law and regulation supported by world leading proprietary software and empowered by knowledge and expertise to intervene decisively to protect brands from social media risks in minutes, 24/7 across the globe.