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Social Service Team Leader

FOXTEL - Moonee Ponds, VIC

Any Industry
Source: uWorkin


Apply nowJob no:495876
Work type:Full time
Location:Moonee Ponds

The Social Service Team Leader role leads a team of specialists responsible for servicing Foxtel customers via social media platforms. This role is also responsible driving brand loyalty through social engagement across proactive listening and content discussions.

Your responsibilities

  • Lead a team of Social Media Specialists responsible handling Foxtel’s public presence on Facebook, Twitter, Instagram and other social platforms
  • Assist with private social media enquiries that require escalation
  • Respond to customer feedback across Product Review and App Store Review sites
  • Support the maintenance and management of the Salesforce Social platform
  • Identify Foxtel advocates and proactively engage with customers using social listening tools
  • Maintain social engagement across fan pages to increase brand awareness and drive content discussions
  • Identify and mitigate risk to the Foxtel brand occurring in the social space
  • Maintain high quality responses delivered by the social team through auditing and quality monitoring
  • Utilising social platform reporting to uncover trends relating to the Foxtel’s service experience
  • Make recommendations and influence stakeholders to drive continuous improvement relating to insights uncovered through social platforms

Your capability

  • Strong understanding of social channels & platforms
  • Proficiency with social media management tools
  • Excellent written and verbal communication skills
  • Previous leadership experience in social environment advantageous
  • Effective relationship building and stakeholder management skills
  • Proven ability to uncover business deficiencies using operational insights and make recommendations for improvement
  • Good understanding of contact centre operations and customer service organisations
  • Truly passionate about putting the customer first
  • Strong knowledge of Foxtel’s products, processes and compliance obligations

About us
The FOXTEL Group is Australia’s leading entertainment and sports subscription television business. Our brands include FOXTEL, FOX SPORTS Australia, FOXTEL Media, Kayo Sports and BINGE.

Working at Foxtel means being part of something different, better, special. We put our customers first, we own it, we’re authentic, we focus on changing the game, and we win together.

What’s in it for you
We have a benefits program with something for everyone, but we’re in the entertainment business, so what would a Foxtel benefits program be without a free Foxtel subscription and discounted broadband.

A note to recruitment agencies - we have this role covered. There is no need to get in touch, we do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time