Job Description
Company Description
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At The Good 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.
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Company Description
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At The Good 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.
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We offer the best value, world-class brands and exceptional customer service across our 100+ store network, online, and in our commercial division, The Positive Guys Commercial.
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Great careers start at The Good Guys – begin your journey with us today.
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Why join The Good Guys?
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Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
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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.
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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).
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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.
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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.
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Our Employee Assistance Program (EAP) provides counselling and wide array of other wellbeing resources for our team members and their families.




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Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
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Demonstrating our commitment 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.
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Job Description
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Provide leadership and direction to the Customer Solutions Coordinators to ensure the delivery of a positive channel experience and effective resolution of issues.
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Key Responsbilities Include
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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.
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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.
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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.
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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.
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Support the design,



implementation and continuous improvement of self serve and automated customer experiences.
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Ensure issues which may result in a compliance breach, reputational risk, or a financial loss are rapidly identified, investigated, and escalated where required.
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Collaborate with the QA team to appropriately measure QA and deliver frequent and appropriate feedback and recognition to individual team members.
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Identify and analyse root causes of customer friction in order to develop and propose initiatives that improve Customer Experience.
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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.
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Prepare and deliver appropriate learning content that allows team members to serve, learn and develop more quickly.
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Ensure secure management of customer data to ensure transparency and accuracy of all customer information throughout the customer lifecycle.
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Qualifications
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Minimum 3 years' working in a customer experience role.
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Experience managing complex, escalated customer complaints and using a complaints management framework
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Experience with compliance in a highly regulated industry
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Experience with process & system optimisation/launch within customer solution software space (CRM, telephony, chat).
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Additional Information
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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!

📌 Customer Solutions Team Lead - Post Sales Support (Victoria)
🏢 The Good Guys
📍 Victoria