Job Title
The role of Customer Service Team Leader is an integral part of our customer-facing team, and as such, we are seeking a highly skilled and dedicated individual to join our team.
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* This role is responsible for coordinating and supervising the store operational functions in support of the store culture and delivery of profitable sales growth.
The successful candidate will be responsible for developing the knowledge and capability of the operations team using the coaching model and development framework. They will also supervise effective and efficient administration processes and systems, ensuring compliance to core policy and standard procedures.
Additionally, this role involves managing multi-channel fulfillment in line with procedures, including online, commercial, and click & collect orders. The ideal candidate will work collaboratively as part of a team in delivering a positive store and channel experience for customers and effectively resolve customer complaints and queries as required.
Furthermore, this role requires building and maintaining effective working relationships with internal and external stakeholders. Continuous improvement of skills and knowledge through available online platforms and active participation in other development opportunities is also expected.
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* 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 include:
* 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
As a valued member of our team, you can expect a range of benefits, including:
* Competitive remuneration to recognise your effort
* Access to exciting career opportunities and comprehensive training and development programs
* Fantastic discounts across the JB Hi-Fi Group
* We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents)
* 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
We're committed to providing a work environment that promotes diversity and inclusion, so if this opportunity excites you (even if you feel that you don't meet 100% of the criteria), please don't hesitate to apply.