Customer Service Team Leader – Multichannel & Coaching

JB Hi-Fi & The Good Guys; City Of Bunbury; Hybrid; AUD 60,000 - 70,000; Full time

Job summary

The Good Guys is seeking a Customer Service Team Leader to coordinate and supervise store operations in support of a high-performing team and profitable sales growth.

Reporting to the Customer Service Manager, you will coach the operations team, oversee admin processes and safety compliance, manage multi-channel fulfilment, resolve customer inquiries, and help maintain an outstanding store and channel experience.

Qualifications

• Experience in customer service leadership.
• Strong communication and people management skills.
• Ability to coach and develop team members.

Responsibilities

• Develop the knowledge and capability of the operations team using coaching models.
• Supervise admin processes and systems ensuring policy compliance.
• Support management to ensure safety, compliance and training.
• Manage multi-channel fulfilment (online, commercial, click & collect).
• Collaborate with team to deliver a positive store/channel experience and resolve customer queries.
• Contribute to brand and store experience via merchandising and presentation.
• Build relationships with internal and external stakeholders.
• Pursue ongoing development through online platforms and opportunities.

Skills

Customer focus

Drives results

Develops talent

Job description

The Good Guys is seeking a Customer Service Team Leader to coordinate and supervise store operations in support of a high-performing team and profitable sales growth.

Reporting to the Customer Service Manager, you will coach the operations team, oversee admin processes and safety compliance, manage multi-channel fulfilment, resolve customer inquiries, and help maintain an outstanding store and channel experience.