Social Media Analyst


We have new opportunities available working for an award winning organisation located west of Edinburgh as a Social Media Analyst.

Undergoing an exciting period of growth, our client provides Customer Service and Technical Support to a range of their clients which include large retailers, financial service organisations, telecommunications and so many more.

Please Note: You will work 5 days out of 7. Flexibility is required.

Role Responsibilities

As a Social Media Analyst your responsibilities will include:

  • Use available data to analyse process, product and associated activity
  • Provide feedback and reports to client around product feature, impacting events and experiences, highlighting opportunities for improvement
  • Analyse interaction data and identify trends and developments in social networks that are affecting users and outcomes, and communicate to internal and client stakeholders
  • Provide reports on volume, issue and quality drivers to client and internal resources
  • Support development of process/workflow documentation and standardisation across all managed networks
  • Engage in social media agent (SMA) training on technology platforms, processes and social media awareness
  • Engage in huddle sessions, team meetings and brainstorming with SMA, team managers, internal management or with client product groups to promote knowledge sharing
  • Monitor SMA quality, provide reports and participate in quality feedback and calibration sessions
  • Collate and manage Hootsuite technical issues and functionality changes, holding meeting with the vendor and managing resolutions to agreed timescales.

Person Specification

To be considered for this fantastic opportunity, our client requires individuals with the following experience and/or background:

  • Experience of working with social media engagement and analytics platforms such as Hootsuite, Sprinkler Social Bakers, lithium or Social Studio is required.
  • High level understanding of social networks and social media
  • High level knowledge of Internet, and online applications and services
  • High quality written and verbal communication skills
  • Typing speed of 40 words per minute is desirable
  • Ability to analyse and provide feedback on issues and volume drivers impacting KPIs
  • Thorough understanding of key performance measurements and attributes
  • Experience of, and satisfactory, Customer Service skills
  • Very strong comprehension skills and thorough attention to detail
  • Very good organisational and time management skills
  • Good understanding of MS Office programs
  • Able to write process and technical documents for training and solution articles
  • Focused and effective when dealing with stressful situations


In return our client will reward you with:

  • Excellent starting salary
  • Generous holiday allowance
  • Ongoing training and development
  • Further career opportunities
  • Monthly incentives prizes
  • Pension
  • Healthcare
  • Discounts for various retailers and tourist attractions
  • Childcare Vouchers
  • Free onsite parking
  • Free hot beverages

FPSG is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age.

To be considered we require you to apply by emailing your CV

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