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 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 We are seeking a motivated and customer-focused team leader to provide leadership and direction to the sales and customer support team, ensuring the delivery of a positive channel experience and effective resolution of customer issues. Key responsibilities include: • Provide direction to sales and customer support team members to ensure a positive post service experience and prompt resolution of delivery or product issues, and out bound calls to schedule customer deliveries • Manage escalated concerns as required, ensuring prompt and effective resolution of customer issues • Ensure solvup cases and supplier claims are processed accurately for timely payment • Work collaboratively with Supply Chain, Stores and Suppliers to identify and recommend process improvements which reduce error, maximise efficiencies and enhance the customer experience • Work to established service levels by assigning resources and monitoring productivity and workflows to meet contact volumes and varying demands • Ensure sales team members drive sales though the phone channel by utilising available resources to provide assistance and advice to customers based on CREATE sales model
