Contact Centre Social Media Team Leader

Optus is one of Australias leading telecommunications companies delivering more than 11 million services every day across mobile broadband and digital solutions.

We are looking for a customer focussed Social Media Team Leader to guide a highperforming group of Social Media Experts in the contact centre as they respond to customer queries across multiple social platforms. This is a key leadership role responsible for driving team performance elevating customer experience and protecting the Optus brand across our social platforms.

About the Role

As the Social Media Team Leader you will lead a frontline team who represent Optus in highly visible public digital environments. You will ensure our customer responses are thoughtful consistent and brand-safe while managing risk supporting crisis response and enabling a culture built on coaching collaboration and continuous improvement.

What Youll Do

• Lead mentor and develop a team of Social Media Experts ensuring consistent delivery of highquality customer care and brand protection.
• Oversee complex and sensitive conversations across multiple social channels including coordinating rapid response activities during crises.
• Identify performance opportunities and uplift capability through coaching training and quality frameworks.
• Partner with internal stakeholders including marketing corporate affairs networks and executive teams to provide insights and alignment on reputation management and key customer themes.
• Drive operational efficiency and team engagement balancing commercial customer and people needs.
• Champion a culture of innovation continuous improvement and digital excellence.

What You Bring

• Proven experience leading a social media or digital customer service team in a fastpaced environment.
• Strong expertise in social media platforms risk management and publicfacing customer engagement.
• Demonstrated ability to coach motivate and elevate team performance.
• Exceptional communication and influencing skills with confidence engaging senior stakeholders.
• High proficiency in written communication and tone management across digital channels.
• Ability to think critically act calmly under pressure and manage brandimpacting scenarios.

Whats in it for you

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• This role will be on site 5 days a week and include shift work to support an always on 24/7 social care team.
• Competitive leave policies including additional Connected days to focus on culture family health community or whatevers important to you.
• We support growing families with inclusive carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus Us industry-focused micro-credentials developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect Elevate Women Disability Network and Express Yourself (LGBTQIA).
• Put your wellbeing first with free access to counselling and support services 24/7 in-person by phone SMS or video.

At Optus we are strengthened by others and that means valuing diversity and saying yes to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers including individuals from diverse gender cultural and linguistic backgrounds individuals with a disability individuals identifying as being part of the LGBTQIA community individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process please email or call. Were here to help.

For more information on Diversity Inclusion & Belonging at Optus please visit