Community Moderation Specialist (Fixed-Term Contract)
* Fixed Term Contract until May 2028 (potential for extension)
* Full Time - Norwest Location.
* Foster authentic connections for over 100K members
We are Woolworths Group
We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose – 'to create better experiences together for a better tomorrow.' It's that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.
If you're excited to turn today's blue sky thinking into a better tomorrow for future generations, you'll find yourself supported and enriched in a dynamic, inclusive and empowering workplace that reflects the diverse communities we serve. With a culture of genuine care, a flexible approach to work and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.
What you'll do
Community is the heart of this role. As the Community Moderation Specialist, you will be the core guardian of our highly engaged bunch (customer) and teambunch (team member) communities. This role is critical in setting the tone for the communities to be safe, inclusive, positive and supportive environments where members can have open discussions and share feedback, ideas and knowledge. We live by the principle of 'by the community, for the community' and seek someone who can be a key touchpoint for our team and customers to help us close the feedback loop on our brands, and 'create better experiences together for a better tomorrow.'
Key Responsibilities include:
* Monitor comments and discussions, escalate issues where relevant, respond as appropriate and act to keep community members safe and prevent the degradation of community sentiment.
* Swiftly identify and escalate issues (e.g., defamation, inappropriate language, system 'gaming') to maintain legal compliance and protect Woolies brand reputation, adhering to tight industry standard response times.
* Employ empathetic and diplomatic language to mediate conflicts and guide discussions towards positive resolutions, upholding the community Code of Conduct and values.
* Guide and assist case management personnel to ensure all responses to customers and team from Woolworths meet tone-of voice guidelines and standards for response times.
* Ensure the ongoing health and stability of the team and customer communities through maintaining and updating documentation relating to the governance of the community .
* Manage the content calendar, ensuring timely publication of articles for both communities, collaborating closely with the content editor.
* Work closely with the Community Manager and the broader team on strategic projects, such as integrating AI into moderation practices and supporting community health measurement initiatives.
Make the role your own: While moderation and community safety are the core pillars of this position, we believe in playing to your strengths. We are open to shaping aspects of this role around your unique interests and skills - whether that involves diving deeper into content creation, data analysis and community health tracking, community strategy or engagement activations. You will have the opportunity to grow and evolve within the team.
What you'll bring
While previous experience in dedicated community moderation is beneficial we are keen to hear from individuals who demonstrate exceptional transferable skills and a proven customer/member-centric mindset. We believe the right attitude, combined with a natural communication ability is key:
* Empathetic communicator: Exceptional written and verbal communication skills, with an intuitive ability to adapt tone-of-voice to match our warm supportive and authentic community persona.
* Calm and composed diplomat: Navigates sensitive situations with a cool head, turning difficult interactions into positive outcomes for the community and team.
* An eye for detail: Great attention to detail to ensure all customer and team facing communications are perfect, and member generated content is safe and positive.
* Self motivated and organised: Proven ability to manage a high volume of tasks independently, while maintaining meticulous attention to detail and record keeping.
* Proactive: Looking for ways to resolve issues before they become a problem. Continually coming forward with ideas for ways to improve how we interact with members.
* Positive and enthusiastic: You make collaboration effortless and enjoyable, creating an environment where everyone can do their best work.
What you'll experience
* A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.
* Access to Sonder. Sonder provides free confidential 24/7 personalised financial, medical safety, psychological or physical support for team members and their families.
* A progressive and competitive leave policy that gives you more space for what matters to you.
* Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.
* Opportunity to Salary Sacrifice, enabling team members to purchase selected eligible items or services from pre-tax salary. Can be used for novated leases, superannuation contributions, computing devices etc.
Everyone belongs at Woolworths Group
Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team's diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.
We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.