Digital Community Coordinator

The role

Customers are asking questions everywhere. On YouTube, in comments. On social media, in DMs. In reviews, in forums, in community groups. You notice the patterns. Three customers asking the same thing means a content gap. Five using the same language means a keyword opportunity. A recurring misconception means a FAQ that needs updating. You flag it to the SEO and Content teams, and suddenly they're creating resources that customers actually need.

Do you love listening to what customers are really asking for and turning that into action?

As Budget Direct's next Digital Community Coordinator, you'll be the bridge between our customers and our teams. You'll monitor every comment, question, and piece of feedback across all community channels (social, reviews, forums, anywhere customers are talking) and spot patterns that matter. Then you'll translate those insights into actionable briefs for our SEO, Content, and LLM teams so they can create smarter, more helpful resources. In this role, you're not just collecting data. You're shaping how Budget Direct listens to and serves its customers.

Key responsibilities

• Manage and activate audience interaction with digital content across owned and external platforms.
• Capture and respond to community engagement (comments, questions, feedback) across various channels like YouTube, social media, external forums, reviews, and FAQs.
• Translate community insights into actionable feedback for SEO, LLM, and Content teams to inform improvements in content, keywords, AI visibility, and on-page clarity.
• Ensure business responses are timely, on-brand, helpful, and aligned with content intent.
• Systematically capture user questions, misunderstandings, language patterns, and topics of interest from community interactions.
• Support content distribution and amplification across social and community channels, including writing engaging post copy and encouraging discussion.
• Maintain a structured log of recurring questions, emerging concerns, and customer terminology to inform FAQ modules, content updates, video scripts, and LLM workflows.
• Contribute to digital authority and visibility by generating comments, shares, dwell signals, discussion signals, and brand interaction signals.
• Provide weekly insights to the content library and briefing process regarding audience queries, content clarity, resonating topics, update needs, and brand sentiment.
• Ensure all content and activities comply with legal and regulatory obligations, including the company's risk management framework and privacy laws (e.g., Privacy Act 1988), particularly concerning the collection, use, storage, and disclosure of personal information.

What experience you'll bring

Required:

• 2+ years of experience in community management, digital engagement, or social content roles.
• Strong written communication skills with the ability to respond in a clear, helpful, and brand-aligned tone.
• Proven ability to identify patterns in customer questions and feedback.
• A deep understanding of social platforms and the digital ecosystem, and how digital content, SEO, and customer intent connect.
• Proficiency in analysing large and disparate data sets (e.g., Excel, Sheets, Tableau).
• Experience using various content management systems and social platforms.
• Exceptional organisational skills with high attention to detail, capable of documenting and reporting structured insights.
• A keen interest in the evolution of AI, search, and digital content ecosystems.
• Excellent collaboration and stakeholder relationship management skills.
• Strong process management and documentation skills.
• Proactive, highly organised, and a strong team player.

Desired:

• Experience working within a regulated industry (Insurance, Finance, Banking).

Our Perks 

Location – Toowong

Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues. Conveniently based at Toowong Village tower with views of the mountains and the Brisbane River, our location is only 4 km from the city and provides access to retail, restaurants and other amenities.

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including: 
• Personalised rewards and peer-to-peer recognition
• Exclusive discounts and savings across more than 600 top retailers
• A comprehensive recognition program that celebrates milestones and achievements—helping you feel valued every step of the way
• Work flexibility - with options to work from home two days per week.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
   

About us  

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Coles Insurance.  

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.