Job Title: Customer Service & Social Media Manager
Company: Collins Coaches Limited & Collins Day Tours
Location: Carrickmacross, Co. Monaghan (Hybrid Options Available)
Salary: €40,000–€45,000 DOE (up to €50,000 for an exceptional candidate)
Job Type: Full-time
Out of hours: Occasional weekend/out-of-hours monitoring (limited)
About the Role
We're hiring a hands-on Customer Service & Social Media Manager to take ownership of customer communications and build a strong, consistent online presence for our two businesses. You'll manage enquiries and issues across phone, email, website and social channels, and you'll grow our presence across platforms like TikTok, Facebook, Instagram, LinkedIn and YouTube.
This role suits someone who is organised, calm under pressure, and comfortable switching between customer support and social media/content tasks throughout the day.
Key Responsibilities
Customer Service
* Manage customer enquiries across phone, email, website and social media messaging
* Provide accurate information, manage follow-ups and resolve queries end-to-end
* Handle complaints and service recovery professionally and consistently
* Maintain customer service records/logs (e.g., complaints, queries, lost property, bookings, refunds/cancellations where applicable)
* Identify recurring issues and help improve processes
* Produce reporting on volumes, trends and customer feedback
* Manage our telephone and online booking systems
* Periodic onboard customer ticket checks
* Provide telephone support to tour guides as they load and manage our day tours
* Manage the design, production and delivery of our day tour brochures
* Work closely with and support our Operations Team
Social Media & Online Reputation
* Establish, maintain and grow our presence on TikTok, Facebook, Instagram, LinkedIn, Google Business Profile and YouTube (plus other relevant channels)
* Create and manage a content calendar and post consistently
* Create content that drives enquiries: short videos, photos, testimonials, behind-the-scenes, team/fleet highlights, seasonal updates, transport updates
* Manage DMs, comments and enquiries across platforms promptly and professionally
* Monitor and respond to online reviews (e.g., Google, Online Travel Agencies and social platforms)
* Manage the display of our day tours on OTA websites. Contact perspective OTAs to list and sell our day tours
* Track performance (engagement, follower growth, message volumes) and report on what's working
Website Support
* Keep website information accurate and up to date (services, FAQs, contact/enquiry pages, seasonal info, timetables, news, photos)
* Upload and maintain photos and content assets
* Coordinate with external web support/developer as needed ensuring out websites are fresh, modern and up to date
* Spot and follow through on website issues that impact enquiries (broken links, outdated info, form problems, mobile display issues)
What We're Looking For
Essential
* Strong customer service experience with excellent written and verbal communication
* Experience managing social media for a business (not personal use)
* Comfortable creating short-form video content (TikTok/Reels/YouTube Shorts)
* Calm approach to complaints and problem-solving
* Highly organised and able to work independently
* Confident with digital tools (social platforms, basic reporting, website updates/web partner)
* Basic editing skills (Canva/CapCut/Adobe Express)
* Knowledge of Chat GPT and use of AI Social Media Tools
* Ability to take photos to showcase our fleet
Nice to Have
* Digital marketing knowledge (basic paid ads, analytics, email campaigns, SEO basics)
* Basic graphic design skills
* Experience in tourism/transport/hospitality/events
* Experience managing online reviews/reputation
Benefits
* Company pension
* Free parking
* 20 days annual leave + public holidays
* Mobile phone provided
* IT equipment provided for working from home if needed
* Hybrid work option
* Annual bonus (performance-based)
How to Apply
Apply with your CV and a short note outlining:
* Your customer service experience
* The social platforms you've managed for a business
* Any links/examples of content you've created (screenshots/portfolio links welcome)
* Any qualifications you may have
Email:
Job Types: Full-time, Permanent
Pay: €40,000.00-€45,000.00 per year
Benefits:
* Bike to work scheme
* Company pension
* Employee discount
* Free or subsidised travel
* On-site parking
* Sick pay
Work Location: In person