Service Operations Specialist

About the Role

Join Woolworths Supermarkets New Zealand, a company operating over 185 stores and employing 20,000 team members nationwide. Our purpose focuses on improving the daily lives of Kiwis by delivering exceptional customer experiences. Our culture values diversity, mutual respect, curiosity, and proactivity, fostering collaboration and continual learning.

Key Responsibilities

• Serve as the primary contact for all matters related to customer experience, consistently prioritizing customers' perspectives.
• Work closely with the Team Leader and participate in dynamic problem-solving sessions ('swarm') to enhance operational efficiency.
• Manage the checkout areas and cash office operations to ensure smooth processes.
• Oversee customer service touchpoints such as entry gates, trolleys, baskets, lottery sales, audits, and loyalty programs, maintaining strict adherence to company policies and high standards.
• Facilitate positive customer interactions by addressing inquiries and resolving issues promptly.
• Lead and supervise the team during shifts, providing on-the-job training, coaching, and stepping in as Acting Store Manager when scheduled.
• Identify and escalate operational or process issues timely to the Function Lead for resolution.
• Promote a safe, healthy work environment by following safety protocols, reporting hazards, and supporting team wellbeing.
• Engage actively in team communication and collaboration initiatives to support a positive workplace atmosphere.

Candidate Profile

• Demonstrated expertise in process excellence with commitment to ongoing learning and improvement.
• Proven ability to build and nurture collaborative relationships across functions and stakeholders.
• Strong team leadership skills, including delegation, progress monitoring, coaching, feedback delivery, and motivation.
• Deep knowledge of compliance standards within the operational role and excellent communication capabilities to convey tasks and requirements clearly.
• Alignment with Woolworths Group’s corporate values in behavior and approach.
• Willingness and availability to work at least four weekend shifts monthly and one evening shift weekly.

Work Schedule

Roster Option 1:

• Tuesday: 9:30 AM to 6:00 PM
• Wednesday: 9:00 AM to 5:30 PM
• Thursday: 2:00 PM to 10:30 PM
• Friday: 8:30 AM to 5:00 PM
• Saturday: 9:00 AM to 5:30 PM

Employee Benefits

• Access to team discounts on a wide range of Woolworths Group brands and a comprehensive rewards program celebrating impactful work.
• Availability of Sonder - a 24/7 confidential service providing personalized financial, medical, safety, psychological, and physical support to employees and their families.
• A global company with extensive career advancement opportunities and exposure to a diverse business network.

Company Culture and Inclusion

Woolworths Group fosters an inclusive workplace valuing diversity, equity, and belonging. The organization recognizes the strength diverse experiences bring to innovation and problem-solving, ensuring everyone can thrive and contribute meaningfully. Candidates requiring accommodations during the hiring process are encouraged to notify the company.