Customer Solutions Team Lead – Post Sales Support

JB Hi-Fi & The Good Guys; City of Melbourne; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

12 weeks paid parental leave

Hybrid working model

Employee benefits app

Job summary

JB Hi-Fi Group, including The Good Guys, is seeking a Customer Solutions Leader to guide the Customer Solutions Coordinators in delivering a positive channel experience and effective issue resolution. You will lead a team across multiple contact channels, driving engagement, loyalty and compliance with the complaints framework.

The role emphasizes coaching, process improvement, and real-time resource planning to meet customer demand while championing secure handling of customer data.

Qualifications

• Minimum 3 years’ working in a customer experience role.
• Experience managing complex, escalated customer complaints and using a complaints management framework
• Experience with compliance in a highly regulated industry
• Experience with process & system optimisation/launch within customer solution software space (CRM, telephony, chat).

Responsibilities

• Lead and empower the Customer Solutions team to provide customers and other key stakeholders across multiple channels with efficient, timely and effective support that compliantly drives customer engagement and loyalty.
• Compliantly, promptly and directly resolve complex, escalated customer issues using the full suite of tools and options available, to reduce customer friction or further escalation.
• Coach and develop the team to efficiently provide support and find resolutions for customers using the complaints framework and the broad range of options and tools available.
• Ensure complaints framework, processes, KPIs and SLAs are effectively monitored to identify, address or elevate individual or operational performance issues that may impact customer experience, compliance or business cost.
• Collaborate with the QA team to appropriately measure QA and deliver frequent and appropriate feedback and recognition to individual team members.

Skills

Customer experience

Complaint handling

Compliance

CRM/telephony/chat

Tools

CRM

Telephony

Chat platforms

Job description

• Full-time
• Employment Type: Permanent Full Time

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

Provide leadership and direction to the Customer Solutions Coordinators to ensure the delivery of a positive channel experience and effective resolution of issues.

Key responsbilities include:

• Lead and empower the Customer Solutions team to provide customers and other key stakeholders across multiple channels with efficient, timely and effective support that compliantly drives customer engagement and loyalty.
• Compliantly, promptly and directly resolve complex, escalated customer issues using the full suite of tools and options available, to reduce customer friction or further escalation.
• Coach and develop the team to efficiently provide support and find resolutions for customers using the complaints framework and the broad range of options and tools available.
• Ensure complaints framework, processes, KPIs and SLAs are effectively monitored to identify, address or elevate individual or operational performance issues that may impact customer experience, compliance or business cost.
• Support the design, implementation and continuous improvement of self serve and automated customer experiences.
• Ensure issues which may result in a compliance breach, reputational risk, or a financial loss are rapidly identified, investigated, and escalated where required.
• Collaborate with the QA team to appropriately measure QA and deliver frequent and appropriate feedback and recognition to individual team members.
• Identify and analyse root causes of customer friction in order to develop and propose initiatives that improve Customer Experience.
• Support in the appropriate scheduling of available resources and provide real time direction to the team to ensure available resources are allocated appropriately for best meeting customer demand across channels.
• Prepare and deliver appropriate learning content that allows team members to serve, learn and develop more quickly.
• Ensure secure management of customer data to ensure transparency and accuracy of all customer information throughout the customer lifecycle.

Qualifications

• Minimum 3 years’ working in a customer experience role.
• Experience managing complex, escalated customer complaints and using a complaints management framework
• Experience with compliance in a highly regulated industry
• Experience with process & system optimisation/launch within customer solution software space (CRM, telephony, chat).

Additional Information

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) – please don’t hesitate to apply!