Job Title: Social Media Team Leader
TPG Telecom is seeking a seasoned Social Media Team Leader to play a pivotal role in leading and enhancing the customer experience across digital platforms. The ideal candidate will possess exceptional leadership, communication, and analytical skills to drive high-performing teams, manage escalations, and foster continuous improvement in customer engagement.
Key Responsibilities:
* Lead, coach, and mentor the Social Media Care Team to deliver exceptional written communication and customer resolutions across platforms like Facebook, Instagram, and review forums.
* Monitor and report on key performance indicators (KPIs), trends, and insights to inform business decisions and improve service delivery.
* Act as an escalation point for complex or high-risk customer issues, ensuring timely and effective resolutions.
* Collaborate with internal stakeholders to champion customer issues and maintain a consistent, positive brand image.
* Manage team performance, recruitment, and development in alignment with TPG Telecom's leadership standards.
Required Skills and Qualifications:
* Proven leadership experience in a customer-facing operational environment.
* Strong written and verbal communication skills with a focus on customer resolution.
* Demonstrated ability to manage multiple priorities in a fast-paced, dynamic setting.
* Experience in reporting, analytics, and performance management.
* Excellent interpersonal skills with the ability to influence and collaborate across teams.
What We Offer:
* A flexible hybrid work arrangement allowing for a balance of home and office work.
* 'Stay Connected Mobile' – Access to a free mobile plan.
* 'Stay Connected NBN' – Access to a free NBN 100 plan.
* 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year.
* Access to TPG Learning Hub platform and internal development opportunities.
* Access to Corporate Partner Discounts.
At TPG Telecom, we're committed to creating an inclusive workplace where everyone feels valued and empowered to bring their authentic selves to work. If you're passionate about customer-centric leadership and have a track record of driving success in a fast-paced environment, we encourage you to apply.