Company Description
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Contract Type: Permanent / 37.5 hours per week
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Salary: Circa £27000 per annum
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Location: Smethwick B66 1BY
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Days of Work: Monday to Friday 9am - 5:30pm
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Hybrid Working: 3 days office based, 2 at home
Join us on our journey as we aim to be the UK’s most sustainable delivery company, whilst ensuring our customers continue to receive a world class service. You will be in a busy and fast paced business, with a turnover of nearly £2 billion, that can offer you great benefits and plenty of opportunities to progress your career
DPD are passionate about creating an environment that is open, ethical, inclusive and socially responsible.
When joining DPD you are not just starting a job, you are vital to our journey to be the most customer centric, inclusive, sustainable and leading parcel delivery provider within the UK who embraces and drives change, placing our people and our customers at the heart of what we do.
Along with job security, the tools to do the job and a competitive salary, you’ll receive fantastic benefits starting on day one, including never working on your birthday ever again!!!
DPD is a Valuable 500 company and a Disability Confident Employer
Job Description
Role Purpose
The Junior Digital and Social Coordinator will serve as the eyes, ears and voice of the brand across all digital channels. This role centres on active community engagement, real-time social listening, sentiment analysis and data tracking. By managing daily incoming queries, monitoring consumer sentiment and analysing competitive activity, this candidate will help build community trust, safeguard brand reputation and deliver actionable insights to inform overall social strategy.
Key Responsibilities
Community & Sentiment Management
- Active Engagement: Monitor direct messages, public comments and brand mentions daily across all primary social channels (TikTok, Instagram, LinkedIn, X, Facebook, YouTube etc.).
- Customer Support Liaison: Respond to incoming queries and comments in the established brand voice, working alongside customer support teams to resolve issues promptly and build trust.
- Reputation Safeguarding: Identify potential PR flags, negative sentiment spikes or high-priority customer complaints early and escalate them to senior team members.
Social Listening, Competitor Tracking & Trend Analysis
- Brand Sentiment Tracking: Utilise social listening tools to track and categorise audience sentiment (positive, neutral, negative) surrounding brand campaigns, product launches and general service updates.
- Competitor Intelligence: Continuously track competitor activity, campaign launches, content themes and share of voice across key platforms.
- Real-Time Trend Scouting: Identify macro platform trends, viral topics and emerging conversation themes relevant to the brand & industry.
Analytics, Reporting & Dashboard Maintenance
- Performance Dashboards: Compile weekly and monthly social performance reports detailing engagement rates, reach, net platform growth and top-performing content.
- Sentiment Metrics: Integrate qualitative and quantitative sentiment data into reporting highlighting recurring customer pain points and brand wins.
- Insight Delivery: Translate raw social metrics into key takeaways and recommendations for the broader content and strategy teams.
Key Working Relationships
- Marketing Social and Creative teams, Commercial, Operations and Support Functional Leaders
Qualifications
Experience & Technical Skills
Tools & Software
- Exposure to social media management and scheduling platforms.
- Basic knowledge or eagerness to learn social listening and sentiment analysis tools.
Communication & Writing
- Strong written communication skills with good grammar, tone adaptivity and attention to detail.
- Ability to remain calm, professional and empathetic when dealing with public customer inquiries or complaints.
Analytical Ability.
- Comfortable working with numbers and basic digital marketing metrics (engagement rate, reach, sentiment score, conversion).
Personal Attributes & Qualities
- Empathy: Natural ability to understand customer frustration, resolve issues with care and represent the brand positively under public scrutiny.
- Passion: A strong understanding about digital culture with an instinct for noticing subtle shifts in brand perception and online conversations.
- Methodical & Data-Driven: Organised approach to daily tracking, maintaining accurate metrics logs and organising community interactions.
- Calm: Capable of prioritising tasks during high-volume periods or crisis situations without sacrificing tone or quality
- Demonstrate the core DPD DNA values of Passion, Respect, Honesty, Flexibility, Caring and Accountability.
Additional Information
About our benefits:
We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few…
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Holiday trading
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Enhanced maternity and paternity package
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Free life assurance of 4 x salary on joining the pension scheme
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Vitality at Work
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Free On Site Parking
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Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
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Milestone Days off to celebrate with your family and friends
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For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses
Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities.
If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you! Apply today
