This is a Contact Centre - Social Media Care Coach role with Optus based in Melbourne, VIC, AU Optus Role Seniority - mid level More about the Contact Centre - Social Media Care Coach role at Optus Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions. We are looking for a Coach to lead a team of Social Media Experts, with a focus on coaching and mentoring to cultivate a collaborative, high performance environment. As a Social Media Care Coach, you’ll lead a community of digital professionals who are the voice and face of Optus on social media. You’ll lead highly visible, public-facing interactions, coordinate crisis communications, and protect our brand reputation while driving exceptional customer experiences across multiple channels. What You’ll Do Lead and coach a team of Social Media Experts to deliver considered customer care and brand protection. Handle and mitigate brand risk during crises, including designing strategic responses and leading rapid response activities. Cultivate a culture of continuous improvement through coaching, training, and performance management. Collaborate across matrixed internal and executive teams to provide insights, recommendations, and proactive communication strategies. Apply a commercial and people lenses whilst exploring outcomes and solutions. What You Bring Demonstrated ability to manage a team and coach for success in a high-volume digital environment. Extensive experience running social media operations and protect brand reputation in public forums. Strong communication, influencing, and relationship management skills, with experience engaging senior stakeholders. Technical knowledge of social media platforms, engagement tools, and digital customer service solutions. Highly proficient written customer communication What’s 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 whatever’s 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 U’s 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 AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Optus team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading and coaching Crisis management Continuous improvement Key Strengths Team management Social media operations ️ Communication skills Technical knowledge ✍️ Written communication A Final Note: This is a role with Optus not with Hatch.