Full-time
Employment Type: Permanent Full Time
Company Description
At The Valuable Guys, we're here to help families live better for less.
Since ****, 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 excitingenvironment wherediversityis celebrated, and creativity and ideas arevalued.
Competitive remunerationto 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 excitingcareer opportunitiesandcomprehensive training and development programsas 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 toBeny, our team member benefits app with exclusive offers, wellbeing perks and everyday savings.
We offer12 weeks paid parental leavefor eligible primary carers (and a gift for new parents) and weembrace flexibilityand offerhybrid workingmodels for eligible roles.
OurEmployee Assistance Program (EAP)provides counselling and wide array of other wellbeing resources for our team members and their families.
OurHelping Hands workplace giving programhas raised millions for our charity partners to support positive impact in the community.




Demonstrating ourcommitment to sustainability, we are on track to reach our goal of net zero carbon emissions by **** 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!
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📌 Customer Solutions Team Lead – Post Sales Support (Melbourne)
🏢 JB Hi-Fi & The Good Guys
📍 Melbourne