Customer Service Team Leader

The Good Guys; Bunbury; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Employee discounts

Parental leave

Flexible / hybrid work

Training & development

Job summary

The Good Guys in Western Australia is seeking a Customer Service Team Leader to coordinate store operations and lead the customer-facing team. You will drive profitable sales growth and oversee multi-channel fulfilment, while coaching staff to deliver exceptional service and maintain a high standard of merchandising and presentation.

Reporting to the Customer Service Manager, you will partner with store leadership to ensure safety, compliance, and a positive customer experience across channels.

Qualifications

• Previous supervisory experience in retail or customer service.
• Strong communication and coaching skills.
• Ability to manage multi-channel fulfilment and store operations.

Responsibilities

• Coach and develop the operations team using a structured framework.
• Oversee administration and ensure policy compliance.
• Support management with safety, incidents, and training.
• Manage multi-channel fulfilment including online orders.
• Deliver excellent store and channel customer experience.
• Ensure quality merchandising and in-store presentation.
• Build relationships with internal and external stakeholders.

Skills

Customer service

Team leadership

Store operations

Coaching & development

Multi-channel

Tools

POS systems

Merchandising systems

Job description

Company Description

At The Good Guys, we're here to help families live better for less. Since 1952, we've been delighting customers with unbeatable deals and exceptional service and advice with their home appliances and consumer electronics. We offer the best value, world class brands and exceptional customer service across our 100+ store network, online, and in our commercial division, The Good Guys Commercial.

Great careers start at The Good Guys - begin your journey with us today.

Why join The Good Guys?

• Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
• Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.
• Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).
• Fantastic discounts across the JB Hi-Fi Group, plus access to Beny, our team member benefits app with exclusive offers, wellbeing perks and everyday savings.
• We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.
• Our Employee Assistance Program (EAP) provides counselling and wide array of other wellbeing resources for our team members and their families.
• Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
• Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.

Job Description

Reporting to the Customer Service Manager, the Customer Service Team Leader is an integral member of our customer facing team and will coordinate and supervise the store operational functions in support of the store culture and the delivery of profitable sales growth.

Key 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.

Key Competencies for Success in This Role

• Customer Focus- Does everything through eyes of the customer.
• Drives Results- Consistently achieves results, even under tough circumstances.
• Develops Talent- Identifies and develops talent to build careers and meet organisational goals.

The Good Guys is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion.