Service Operations Specialist

About Woolworths Supermarkets New Zealand

Operating over 185 stores and employing 20,000 team members nationwide, Woolworths Supermarkets New Zealand is dedicated to improving the daily lives of Kiwi customers. Our culture is defined by friendliness, energy, and collaboration, fostering an environment where innovation, respect, and positivity thrive. We serve about three million New Zealand customers weekly, valuing diverse perspectives and teamwork.

Key Responsibilities

• Serve as the primary contact for all customer experience matters, approaching tasks from the customers’ viewpoint.
• Coordinate closely with the Team Leader and team members to ensure efficient 'swarm' collaboration.
• Oversee continuous process completion, strictly following company policies and standards.
• Manage checkout and cash office operations effectively.
• Supervise customer service areas such as entry gates, trolleys, baskets, lotto, audits, and customer loyalty ensuring high-quality standards and compliance.
• Create positive customer interactions by assisting with inquiries and resolving issues.
• Provide team leadership including training, coaching, and acting as Store Manager during scheduled shifts.
• Identify and escalate process-related problems promptly for management resolution.
• Advocate workplace safety by following protocols, reporting hazards, and supporting team wellbeing.
• Engage actively in team communication and collaboration efforts to build a positive work environment.

Candidate Requirements

• Demonstrates excellence in process management with a continual learning mindset.
• Skilled at forging and maintaining collaborative relationships across functions and stakeholders.
• Proven ability to lead, delegate, monitor, coach, give feedback, and motivate teams effectively.
• Expertise in compliance matters relevant to the role and clear communication skills to convey tasks and standards.
• Behaves in alignment with company values consistently.
• Available to work at least four weekend shifts monthly and one evening shift weekly.

Shift Schedule

• Tuesday: 8:00 AM to 4:30 PM
• Wednesday: 7:30 AM to 4:00 PM
• Thursday: 8:30 AM to 5:00 PM
• Friday: 1:00 PM to 9:30 PM
• Saturday: 9:30 AM to 6:00 PM

Perks and Benefits

• Employee discounts across multiple Woolworths Group brands and a comprehensive rewards program recognizing purpose-driven work.
• Access to Sonder, offering confidential 24/7 support covering financial, medical, safety, psychological, and physical assistance for employees and their families.
• A global enterprise with diverse career pathways and exposure to a wide business network.

Equal Opportunity and Inclusion

Woolworths Group champions diversity, equity, inclusion, and belonging. We value the unique experiences our diverse workforce brings, fostering an inclusive environment where every individual feels welcomed and supported to reach their full potential. We invite all candidates to apply and encourage disclosure of any accommodation needs during the hiring process.