Lead Social Media Advisor (Australia)

Lead Social Media Advisor (Australia)

Apply on Kit Job: kitjobau.com/job/2rgl45

Senior Social Media Advisor – Customer Response

- Temporary role 6 months plus full-time (35 hours per week)

- Clerk Grade 9/10 base salary $129,464 - $142,665 + super
- Work with a dedicated team committed to delivering exceptional customer experience and impactful results
- Lead a small team of social media customer response specialists. Support customers with enquiries, requests and comments on social media platforms. Support with the production of engaging social media content.
- Hybrid working model, with a blend of remote and in-office presence required (currently three days in Sydney CBD office each week).

The Department of Customer Service (DCS) Digital Content and Channels Directorate oversee the content publication, paid activities, and customer support for multiple social media channels including the NSW Government Facebook, Instagram and LinkedIn Channels. The Directorate also leads social media for DCS agency accounts including SafeWork NSW, NSW Fair Trading and Service NSW among others.

Social media is led by two teams, one focused on the high-profile NSW Government assets and a second team focused on the Department of Customer Service social media accounts. This role will lead the Customer Response stream across both teams. Your responsibilities will include monitoring emerging media risks in the social media landscape, moderation, escalation and two-way interaction with customers.

Our team is cooperative and dynamic, offering opportunities for professional growth and the chance to learn from others.

Key Responsibilities:

- Lead your remit by example and act as the thought-leader for customer response on social media.
- Engage in meaningful discussions on social media and manage or delegate audience enquiries to facilitate two-way communication with the community.




- Drive the development of consistent and impactful social media communications across the cluster social media channels.
- Working with stakeholders to develop robust FAQs for our community management approach
- Identify and escalating emerging issues on social media content
- Monitor and report on social media metrics to optimise performance and engagement.
- Support day-to-day social media activities, including posting, moderation support, and amplification support, ensuring objectives are met and the customer experience is exceptional.
- Build strong relationships with key stakeholders to enhance social media literacy across the cluster.
- Stay informed about the latest social media trends and broader communication developments.

Essential Skills and Experience

- Proven experience in a Social Media Community Manager or similar role, either in-house or within an agency.
- Strong stakeholder management skills, with the ability to juggle multiple priorities and build productive partnerships.
- Senior experience in moderating and managing social media platforms.
- Experience using CRM tools for social media; knowledge of Khoros and its products is a plus.

For more information about this position, please contact Hui Zheng, A/Manager Social Media, at [email protected]

What we need from you:





Please submit an up-to-date CV and a brief cover letter outlining how your skills and experience align with this role

Salary Grade 9/10, with the base salary for this role starting at $129,464 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Sandy Anderson via [email protected].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: Tuesday 2nd December 2025 @10am

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [email protected] or 02 9494 8351.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

Apply on Kit Job: kitjobau.com/job/2rgl45

📌 Lead Social Media Advisor (Australia)
🏢 myCareer
📍 Australia