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ingenie genius: Katey-Rose, social media

Katey-Rose, social media

Katey is one of the guys you talk to on Facebook or Twitter if you have a question about your policy or need help with your driving feedback.

What I knew about Katey before submitting her to intense questioning included: will boogie at events, passed her driving test first time (grrr), and has one of the loudest laughs I've heard.

So, let's find out a bit more about what she does every day.

Katey, is your job just messing around on Facebook?

"Kinda. No!

"My job is to answer questions, complaints and nice comments from our customers that we get across Twitter and Facebook. I also keep an eye on what's being said about us as a company so I can make sure we're doing everything we're supposed to."

Oh. That sounds hard - is it hard?

"Sometimes it's tricky, like if someone wants to know: 'Why has my driving score gone down?' That's quite hard to answer in 140 characters as people can get quite upset. We have to actively look at these things though, rather than just be like, 'That's how it is.' It's a good opportunity to help someone improve.

"The hardest part about it is maintaining the right tone. In insurance, because there's so many legal considerations for us, it's difficult to be as casual or share as much detail publicly as you might like. That can be quite a challenge to work around."

How did you get into working in social media?

"I did a lot of social media stuff at uni - I did a degree in Media and Cultural Studies. My dissertation was on how communication has changed, and the reason I wanted to get into social media was that it's fast becoming the number one method of contact. Email isn't instant. I don't want to wait 48 hours, no one does.

"It's a good time to be getting into social media - it's everything to everyone. If a company hasn't got it, they might as well not exist."

What's your FAVOURITE thing about doing what you do at ingenie?

"I like when customers share their driving feedback. I also like when a younger driver has a problem that seems like the worst thing in the world but I can help them sort it out really quickly.

"It could literally be something like 'I haven't got all my documents to show the man who's come to fit my black box' and they're freaking out about it. I can just say 'Chill, breathe. Let me help you sort it out.' and it's like I've done the most amazing thing.

"The fact that social media's live also makes it way more personal, because I know they could be sat on a bus on their way to college, worrying. With an email there's a disconnect social media just doesn't have."

Best driving tip?


"You're speaking to the wrong person."

[Although Katey passed her test first time, she hasn't started driving to work yet because she's developed a pathological fear of stalling after being shouted at twice.]

"My best driving tip? Don't panic. What I try to do now is get myself back to neutral. Don't rush to turn the ignition back on and try to get away quickly. Engine off, gear into neutral, handbrake on, observation. Then you're ready to go again. Don't let angry people behind you get you flustered.

"And don't be too hard on yourself! Just because you see other people pick it up straight away - they pass and immediately drive to Brighton and back - don't compare yourself. It might take you longer but I bet the people that pass in 10 minutes are less safe than you.

"I cried in Homebase car park at the weekend because I couldn't park. It happens."

What would you say to someone thinking of getting a job in social media?

"I'd say do it. It's a fun job. It's quite a cool job too. Be prepared to deal with the more challenging conversations as well as the fun stuff - but go for it."

Honor Clement-Hayes

By Honor Clement-Hayes

Honor joined ingenie in 2014 and is in charge of words on the Young Driver's Guide and blog. Her first car is a Peugeot 206 cabriolet, which is a very sensible choice for the British climate. Follow her on .