Customer Experience Team Leader

Customer Experience Team Leader - VIC (South) At JB Hi-Fi, we’re more than just one of Australia’s largest and most trusted retailers – our team is passionate, knowledgeable, and down-to-earth. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices. Why Join JB Hi-Fi? 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 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. 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. 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 As the Customer Experience Team Leader, you will be responsible for the leadership, coaching, and day‑to‑day management of the Customer Experience team. You will drive performance and act as the primary point of contact for escalations, ensuring high levels of customer satisfaction (CSAT), Net Promoter Score (NPAS), and adherence to Service Level Agreements (SLAs). Key Responsibilities Lead, coach, and mentor the Customer Experience Coordinators for high performance and consistent service delivery. Monitor team KPIs, CSAT, NPAS, SLA adherence, and other metrics to meet or exceed targets. Manage team rosters, leave, and coverage to ensure seamless customer support. Act as the primary point of contact for escalations, resolving issues quickly or escalating to the Customer Experience Manager if necessary. Monitor SLA performance for first‑contact interactions and work closely with the team to meet service level targets. Provide regular feedback and coaching, conduct performance reviews, and identify opportunities for professional development. Collaborate with other Team Leaders and the Customer Experience Manager to continuously improve processes and share best practices. Drive continuous improvement initiatives in team performance and efficiency, identifying areas for process optimisation. Qualifications Proven experience leading a customer support or contact centre team, focusing on coaching, performance management, and meeting KPIs. In‑depth knowledge of contact centre operations, including phone, chat, and customer service best practices. Excellent communication skills with the ability to provide clear direction and feedback to team members and handle escalated customer interactions. Strong decision‑making skills, able to solve escalated issues effectively and efficiently. Proficiency with CRM tools, particularly Salesforce, CPQ, and Service Cloud, and experience with live chat platforms. Experience driving process improvement initiatives and using performance data to enhance team efficiency. Knowledge of scheduling, roster management, and ensuring adequate coverage in a customer support environment. Additional Information 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 Seniority level Mid‑Senior level Employment type Full-time Job function Retail #J-18808-Ljbffr