Online Community Moderation Specialist

• 14mth Fixed Term Contract

• Fantastic career opportunities

• Fully Remote work on offer

The Opportunity

We are looking for someone who will be the face of the community in the bunch and teambunch 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.'

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 an 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

• Leverage best-practice community management principles to inform response to members.

• Respond to customer and team discussions using agreed-upon guidelines.
• Diplomatically and empathetically reach positive resolutions to conflict in the communities.
• Quickly identify when discussions and comments require warning and/or suspension of users (including for inappropriate language, or ‘gaming' the system) or need escalation.

• Ensuring the ongoing health and stability of the team and customer communities through maintaining and updating of documentation relating to the governance of the community

• Working with a community management agency to embed community management best practice in moderation activities.

What you'll bring

• 2 years + experience of managing a social community / in a skilled diplomatic role
• Experience in navigating complex & sensitive situations involving public communications
• Outstanding written & verbal communication skills with some copywriting experience
• Customer champion - a true people person who is passionate about our customers

• Brilliant communication skills - we're looking for someone who gets tone of voice, can write brilliant emails, someone with a lovely phone manner.

• Calm and composed diplomat - composed in the face of adversity and excellent at resolving conflict and calming distressed customers and highly skilled in diplomacy.

What you'll experience

• Aglobal business with endless career possibilities around every corner and across every discipline - with valuable exposure to a vast and exciting business network.

• 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, Qantas Club membership, computing devices etc

• A progressive and flexible WFH policy that gives you more control over your work, life and wellbeing.

• Access to Sonder. Sonder provides free confidential 24/7 personalised financial, medical safety, psychological or physical support for team members and their families.

• Get your Woolies worth through team member benefits across all of our brand.

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.

You can learn more about working with us on LinkedIn or via www.wowcareers.com.au. #LI #work180.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.