Social Analyst

Description
The Social Analyst role is an evolving role that will grow in order to deliver a 24/7/365 service across our customer base.
This role includes case management across Owned and Paid Social and VIP wellbeing services, generating individual reports to the customer as required as well as assisting a pool of Risk Analysts and queue management. In addition, this role will be supportive of the Service Desk function by triaging and delivering a whitelist of requests, as required.
Additionally pharmaceutical training will be required to assist, where necessary, in the pharmaceutical vertical.
This role requires excellent prioritisation skills, communication skills, and accurate decision making as well as problem solving. Building a good working relationship with colleagues is vital.
A deep understanding and confidence in both internal and external systems will be required.

• Queue Management - to deliver agreed SLA's
• Assisting Risk Analysts with queries and clarification
• Case Management, ensuring quality output is delivered.
• Service Desk support - Triage Service Desk Tickets via Zendesk or similar, and actioning a pre-defined WhiteList of requests as required.
• Investigation and identification of potential Incidents to be raised to the SDO
• Supporting the Community and Pharmaceutical Verticals if required, this includes pharmaceutical compliance training

The working hours are 22.5 hours per week and all applicants must be able to work weekend days/nights on a rotating shift pattern.
Requirements
• 2 years Experience in the delivery of Social and Community and Pharmaceutical services
• 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.
Statement:
'This work meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post."