Sales And Service Hub Manager

Overview
Sales and Service Hub Manager - Sales Support
Join to apply for the Sales and Service Hub Manager - Sales Support role at The Good Guys.
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, including access to VIP supplier pricing and promotions.
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 a 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
Ensure a positive channel experience for the customer and efficient, low-cost operations by leading the Sales & Service Hub (SSH) Sales Support team to deliver on the brand promise and effectively resolve customer queries and complaints.
Responsibilities
Provide leadership and direction to the SSH Sales Support team to ensure phone sales, enquiries, complaints customer experience is exceptional and prompt resolution of issues
Develop the knowledge and capability of the teams using the brand service model, targeted product training coaching and performance feedback
Deliver effective contact centre operations across all channels and ensure compliance and regulatory standards are met
Manage escalated concerns as required, ensuring prompt and effective resolution of customer issues and communicate any improvement opportunities
Develop standardised business rules, operating procedures, induction and training programs for the hub and ensure all team members are accredited
Develop and refine key performance indicators and service level targets to inform channel effectiveness
Ensure accurate forecasting and workforce planning to maximise productivity and deliver to call volume
Deliver process improvements which reduce error, maximise efficiencies and enhance the customer experience
Build and maintain effective working relationships with internal and external stakeholders (i.e. suppliers training)
Manage and/or participate in relevant projects in line with requirements
Qualifications
At least 3 years' experience in managing a large volume call centre team
At least 2 years' retail leadership experience is advantageous
Familiar with call centre systems, tools and reporting metrics
Microsoft Office suite
Additional Information
JB Hi-Fi Limited 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
Position details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Management
Industries: Retail
Location: Brighton, Victoria, Australia
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