Customer Service Team Leader

About the role

The Customer Service Team Leader will report to the Customer Service Manager and play a key part in delivering an exceptional store experience. In this role you will lead the operations team, oversee day‑to‑day administrative processes and ensure the store meets its sales and service targets.

Key responsibilities

• Coach and develop the operations team using the company’s coaching model and development framework.
• Supervise administration processes, ensuring compliance with core policies, standard procedures and legislative requirements, especially around safety and incident reporting.
• Manage multi‑channel fulfilment for online, commercial and click‑and‑collect orders in line with established procedures.
• Collaborate with the wider store team to deliver a positive customer experience and resolve complaints or queries promptly.
• Maintain high standards of merchandising, in‑store marketing and presentation to support the brand.

Required profile

• Proven ability to lead and develop a retail operations team.
• Strong understanding of administrative compliance, safety standards and incident reporting.
• Experience handling multi‑channel order fulfilment in a retail environment.
• Excellent problem‑solving skills with a focus on customer satisfaction.
• Ability to work collaboratively across store functions.

Required skills

What we offer

• Competitive remuneration with potential sales commissions and incentives.
• Access to comprehensive training and development programs across the JB Hi‑Fi Group.
• Employee discounts, wellbeing perks and a team‑member benefits app.
• 12 weeks paid parental leave for eligible primary carers and flexible hybrid working options where applicable.
• Supportive workplace giving program and a commitment to net‑zero carbon emissions by 2030.