Customer Solutions Team Lead – Post Sales Support

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 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.

• 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).

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

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!