Customer Experience Team Lead

The Good Guys; Gold Coast City; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

12 weeks parental leave

Employee Assistance Program (EAP)

Wellbeing discounts and Beny app

Job summary

The Good Guys on the Gold Coast is seeking a Customer Service Team Leader to coordinate and supervise store operations and drive profitable sales growth. Reporting to the Customer Service Manager, you will lead the operations team and ensure excellence in service across all channels.

You will coach staff, oversee admin processes, support safety and compliance, manage multi-channel fulfilment (online, commercial, click and collect), resolve customer queries, and contribute to a best-in-class

Responsibilities

• Develop the knowledge and capability of the operations team using the coaching model and development framework
• Supervise effective and efficient administration process and systems, ensuring compliance to core policy and standard procedures.
• Support the Management team to ensure administrative activities meet compliance and legislative requirements, with emphasis on Safety, including in-store process, incident reporting and training.
• Manage multi-channel fulfilment in line with procedures, including online, commercial and click & collect orders
• Work collaboratively as part of a team in delivering a positive store and channel experience for the customer and effectively resolve customer complaints and queries as required
• Contribute to The Good Guys brand and store experience to the highest standards through quality merchandising, instore marketing and presentation
• Build and maintain effective working relationships with internal and external stakeholders
• Continuously improve skills and knowledge through available online platforms and active participation in other development opportunities

Job description

The Good Guys on the Gold Coast is seeking a Customer Service Team Leader to coordinate and supervise store operations and drive profitable sales growth. Reporting to the Customer Service Manager, you will lead the operations team and ensure excellence in service across all channels.

You will coach staff, oversee admin processes, support safety and compliance, manage multi-channel fulfilment (online, commercial, click and collect), resolve customer queries, and contribute to a best-in-class