Customer Solutions Team Lead – Post Sales Support

The Good Guys

Southbank, Australia
On-site
Lead customer solutions team
Resolve complex escalated customer issues
Monitor complaints framework and kpis
Provide leadership and direction to the Customer Solutions Coordinators to ensure the delivery of a positive channel experience and effective resolution of issues

Job Summary

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

Matching Summary

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

Skills & Requirements

Must-have

  • Lead customer solutions team
  • Resolve complex escalated customer issues
  • Monitor complaints framework and KPIs
  • Collaborate with QA team
  • Identify root causes of customer friction
  • Manage customer data securely

Nice-to-have

  • Celebrate diversity and creativity
  • Embrace flexibility and hybrid working
  • Support community impact initiatives
  • Commitment to sustainability goals

Key Requirements

  • Minimum 3 years' customer experience
  • Experience managing escalated complaints
  • Experience with compliance in regulated industry
  • Experience with process & system optimisation

Work Rights

Not specified

Tailored Resume

Cover Letter