Customer Solutions Team Leader

1 week ago

Melbourne, Victoria, Australia The Good Guys Full time

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

Key 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 escalate 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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