Customer Experience Team Lead — Elevate Service & Impact

JB Hi-Fi

Ballarat

Hybrid

AUD 65,000 - 75,000

Full time

3 days ago

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Benefits offered by this job

Parental leave 12 weeks

Hybrid working

Staff discounts

Employee wellbeing program

Job summary

The Good Guys is a leading retailer providing home appliances and consumer electronics across Australia. We offer strong career paths with comprehensive training, and a culture that values diversity and innovation.

This role reports to the Customer Service Manager and focuses on coordinating store operations, supervising processes, and delivering excellent customer service to support profitable sales growth.

Qualifications

Experience leading customer service teams.
Strong coaching and development skills.
Ability to supervise store operations and processes.

Responsibilities

Develop the knowledge and capability of the operations team using coaching and development frameworks.
Supervise effective and efficient administration processes and systems, ensuring policy compliance.
Support the Management team to ensure safety, compliance and training requirements are met.
Manage multi-channel fulfilment including online, commercial and click & collect orders.
Work with the team to deliver a positive store and channel experience and resolve customer queries.
Contribute to brand and store presentation through merchandising and instore marketing.
Build strong relationships with internal and external stakeholders.
Continuously improve skills and knowledge via available online platforms.

Skills

Customer focus

Drives results

Develops talent

Job description

This role reports to the Customer Service Manager and focuses on coordinating store operations, supervising processes, and delivering excellent customer service to support profitable sales growth.

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