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Home Services Contract Manager

Apply now Job no: 513367
Work type: Permanent Full Time
Location: QLD - Metro
Categories: Services

About Us

JB Hi-Fi Group is one of Australasia’s largest and most trusted retailer groups. Specialising in consumer electronics, home entertainment, small appliances, and white goods. JB Hi-Fi’s Purpose is to ‘Help People with Better ways to Live, Learn, Work and Play’. We want to – own the tech and entertainment space, grow our customer base and support our people to be the best and deliver the highest quality service! This is at the heart of our business, and we want you to be a part of it!

About the Role

The purpose of this role is to be responsible and accountable for managing Home Services Contractors to deliver agreed contractual, commercial and customer outcomes. 

Key Responsibilities

  • Supervise subcontractors to supply services that meet safety, quality and service standards. 
  • Ensure any surveys, escalations and support tickets are resolved appropriately and within agreed timeframes to achieve great ‘raving fan‘ customer outcomes with an objective, proactive, helpful attitude across all communication channels. 
  • Ensure any remedy works are carried out in accordance with operational and service standards. 
  • Manage and monitor coverage, scheduling and optimisation of work orders including scheduling conflicts, unplanned absences and jeopardy management. 
  • Develop and maintain engagement with internal/external stakeholders. 
  • Liaise with commercial teams to assist closing leads that contribute to the success of the Home Services program. 
  • Conduct briefing sessions on safety, compliance and service standards. 
  • Management of safety and compliance including, reporting and responding to incidents appropriately. 
  • Adhere to coaching & development and be active in working towards organisational goals. 

About You

  • Ability to identify issues or business problems and effectively develop solutions for the business. 

  • High-level written and verbal communication skills and demonstrated ability to effectively manage and influence internal and external stakeholders. 

  • Strong influencing and relationship management skills. 

  • Ability to negotiate and problem solve escalations and disputes. 

  • Ability and to lead a team environment to develop the business. 

  • Knowledge and understanding of relevant appliance and technology products, installation methods and house construction types essential. 

  • Technical and physical ability to complete installations and remedy works were required. 

  • Ability to develop and demonstrate a solid understanding of the JB Hi-Fi Subcontractor Agreement and JB Hi-Fi operational standards. 

To Apply

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! 

 

Advertised: E. Australia Standard Time
Applications close: E. Australia Standard Time

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