Customer Care Representative jobs in United Kingdom

Company description

Spark Foundry make up part of a thriving global media network and are part of the Publicis Groupe, one of the world’s leading communications groups. We are globally connected with over 8,000 employees in 110 offices across 70 countries.

Who We Are in the UK?

Spark Foundry, the Acceleration Agency.

We help brands to identify, learn and respond to opportunities faster than the competition.

Every client has an area of their business they need to accelerate, from short-term goals to long-term transformation.

We’ve proven our approach during the most difficult year on record. Now we’re using it to provide a launchpad for their future.

Come be an accelerator with us.

How we accelerate

• Planning: an approach that works in practice rather than theory, arming planners with the ability to create cutting edge campaigns
• Intelligence: a suite of tools that give definitive answers to big questions, and uncovers actionable insights about real people
• Trading: a model built on flexibility and trusted relationships, underpinned with bold guarantees
• Relationships: a culture of asking challenging questions to better understand the brief – we are not a ‘yes’ agency
• People: a strong history of recruiting talent from diverse backgrounds and accelerating their careers

Our Commitment

We are diverse, through our experience, people and the clients we look after – and we celebrate that diversity. Our people hold us accountable to our beliefs and via regular surveys and our grass‑roots D&I team, The Collective, and internal next‑generation board, Firestarters, we hold regular events and work continually towards generating ideas, initiatives and educating our people to ensure we are a diverse and inclusive agency.

As part of our dedication to create an inclusive and diverse workforce, Spark Foundry is committed to equal access to opportunity for people without regard to race, age, sex, disability, neurodiversity, sexual orientation, gender identity or religion.

Overview

Responsible for end‑to‑end campaign management across major social platforms for Taco Bell, Pizza Hut and Rail Delivery Group (National Rail). Core duties include developing paid social strategies, managing campaign builds, overseeing trafficking and campaign QA, and leading ongoing optimisation to deliver against brand and performance objectives.

The role also involves drafting PCAs, managing budgets and pacing, coordinating financial reconciliations, and ensuring accurate billing and reporting.

The role requires a close collaboration with creative and planning teams and to be responsible for overseeing the junior members deliverables to supports smooth execution and consistent delivery.

The ideal candidate is able to manage multiple clients/workstreams, so require someone that is highly organised.

Responsibilities

• Select and track the right KPIs aligned to broader business and marketing objectives.
• Challenge briefs to ensure measurement frameworks are meaningful and client centric.
• Deliver actionable insights from performance data, not just reporting numbers.
• Spot data limitations and propose smart, creative solutions to bridge gaps.

• Use Publicis tools and third‑party platforms to solve challenges and enhance performance.
• Champion automation and tech to streamline manual tasks and improve team efficiency.
• Experiment with new platform features, tools, and tech to test impact and drive innovation.
• Encourage the adoption of new tools to future‑prove our approach to paid social.

• Own paid social strategy from audiences to creative best practice to bid strategies.
• Keep the team aligned to key processes, platform updates, and quality assurance standards.
• Lead testing roadmaps, platform innovation plans, and channel growth strategies.

• Oversee smooth day‑to‑day campaign delivery and optimisations with the team.
• Ensure accuracy and quality across briefs, budgets, performance tracking and reconciliation.
• Lead financial QA for your accounts and support junior team members.
• Effectively manage up, across, and down, flagging risks early and keeping delivery on track.
• Build trust with stakeholders by managing expectations and delivering on promises.

• Lead by example, create a positive and inclusive environment where people are supported.
• Delegate effectively to empower junior team members and maintain high delivery standards.
• Support growth by giving feedback, recommending training, and sharing best‑in‑class work.
• Embrace change and encourage others to see the opportunity in new ways of working.

Qualifications

• Experience in paid social strategy, activation, and team management.
• Confident working directly with clients, presenting insights, and influencing media decisions.
• Highly organised with excellent attention to detail and financial acumen.
• A growth mindset – curious, proactive, and not afraid to challenge the status quo.
• Collaborative and empathetic – able to support others while still pushing for excellence.

Additional information

Spark has fantastic benefits on offer to all of our employees. In addition to the classics – Pension, Life Assurance, Private Medical and Income Protection Plans – we also offer:

• WORK YOUR WORLD opportunity to work anywhere in the world, where there is a Publicis office, for up to 6 weeks a year.
• REFLECTION DAYS – Two additional days of paid leave to step away from your usual day‑to‑day work and create time to focus on your well‑being and self‑care.
• HELP@HAND BENEFITS 24/7 helpline to support you on a personal and professional level. Access to remote GPs, mental health support and CBT. Wellbeing content and lifestyle coaching.
• FAMILY FRIENDLY POLICIES – We provide 26 weeks of full pay for the following family milestones: Maternity, Adoption, Surrogacy and Shared Parental Leave.
• FLEXIBLE WORKING, BANK HOLIDAY SWAP & BIRTHDAY DAY OFF – You are entitled to an additional day off for your birthday, from your first day of employment.
• GREAT LOCAL DISCOUNTS – This includes membership discounts with Soho Friends, local restaurants and retailers in Westfield White City and Television Centre.

Full details of our benefits will be shared when you join us!

Publicis Groupe operates a hybrid working pattern with full‑time employees being office‑based three days during the working week.

We are supportive of all candidates and are committed to providing a fair assessment process. If you have any circumstances (such as neurodiversity, physical or mental impairments or a medical condition) that may affect your assessment, please inform your Talent Acquisition Partner. We will discuss possible adjustments to ensure fairness. Rest assured, disclosing this information will not impact your treatment in our process.

Please make sure you check out Publicis Career Page which showcases our Inclusive Benefits and our EAG’s (Employee Action Groups).