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Social Media Executive - Peterborough

Job description

175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.





About the role


Reporting to the Social Media Manager, the Social Media Executive will be the online face for Thomas Cook UK Customer Service on all Social Media platforms, including, but not limited to, Facebook, Twitter, Instagram and YouTube.  Our Executives will put our customers at our heart by ensuring they respond to comments, questions or concerns raised on Social Media and resolving queries that threaten the lifetime customer value and relationship. The Executives' will also be required to support the Thomas Cook brand with any comments or queries raised outside of our Customer base.  


A key responsibility for the Social Media Executive will be to provide a Customer Service presence on all Social Media platforms, responding to social media comments and queries in a way that engages with our customers as well as representing our brand. You would need to respond in line with our Thomas Cook values, brand personality and tone of voice. You would put into practice and reinforce the strategy of putting the Customer at our Heart attempting to resolve at first contact, escalating where necessary to the Social Media Manager or Customer Relations Team.


It is important that you strive to continuously improve the Customer journey by achieving both excellent Customer Satisfaction and Net Promoter Scores for the Social Media service. You would also work collaboratively with the Social Media Marketing team to ensure a joined up strategy and approach across all Social Media channels and be responsible for the posting of Marketing activity on all sites and responding to any customer activity as a result of these posts.


What we’re looking for

  • A passion for the customer and an ability to achieve great customer satisfaction for a good result every time
  • Experienced in feedback/problem handling
  • Excellent written and verbal communication skills and ability to adapt style to the customer
  • Able to respond positively to change, with a determination to succeed
  • Thrives in a fast paced, customer focussed environment requiring a high degree of flexibility whilst retaining business disciplines
  • Strong understanding if a variety of social media platforms, with an understanding of best practice and usage
  • The ability to keep up to date with business developments and ensures that own skills are developed


About Thomas Cook

Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company in the middle of an exciting transformation programme.  We believe in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.


We also offer a flexible benefits package, ‘Mychoice’, which gives you a range of options such as buying and selling annual leave, a ‘bike to work’ scheme and  purchasing retail or childcare vouchers.  Other benefits include a contributory pension scheme.



Life at Thomas Cook is fast-paced and full of opportunities. As an internal colleague we are dedicated to ensuring you can fulfill your career aspirations, you’ll be given the support and training you need to develop your career in the direction you choose.

If you require any support during the recruitment process, please contact your local HR/ Resourcing team and they will be happy to help.

Extra information

Full UK/EU driving license preferred
Car Preferred
Must be eligible to work in the EU
Cover Letter Required

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