Service Leader

BIG W; Echuca; On-site; AUD 75,000 - 110,000; Full time

Benefits offered by this job

Team benefits

Discounts & rewards

Career development

Job summary

BIG W is seeking a Service Leader to drive outstanding customer service at our Echuca store. You will lead a team responsible for front-end service, rostering, training and recruitment, and ensuring fast checkouts with a focus on community satisfaction.

You will use data to guide decisions, manage budgets, and foster a respectful, positive team culture while adapting to a rapidly evolving retail environment within the Woolworths Group network.

Qualifications

• Proven experience leading customer-facing teams in a retail environment.
• Strong organizational skills with rostering and staffing.
• Ability to use data and insights to make decisions.

Responsibilities

• Ensure delivery of a great customer experience daily.
• Lead a team including rostering, leave, succession, training and recruitment.
• Manage customer compliments and complaints and maintain service standards.
• Plan and implement online order fulfilment processes within SLAs.
• Manage store sales and budgets.

Skills

Team leadership

Roster management

Budget management

Customer service

Data-driven decisions

Job description

• Attractive team benefits, discounts and rewards program
• Work with a team that supports growth and career development
• Permanent opportunities offering stability and career pathways

What we're like

At BIG W everyday’s a big day. For you, this could be the start of something big. There are over 15,000 of us, in the biggest cities and the tiniest towns. And each of us has an important role to play to help make a real difference for families by providing real value, real solutions and real care.

If you have a passion for designing and delivering great customer and team experiences, a desire to join a business that is rapidly evolving into a purpose led digital retailer enabled by a great store network, and you’re looking for a place that cares about your development and growth, you could be who we’re looking for.

About the role

The Service Leader plans the delivery of great customer service and quick and easy checkouts in the Service Desk and Front End (including Customer Greeter).

What you'll do

• Ensure the delivery of a great customer experience every day
• Lead a team including rostering, leave, succession, training, development and recruitment
• Create respectful, trusting and positive relationships with the community your serve
• Manage customer compliments and complaints
• Plan and implement online order fulfilment processes, ensuring that orders are filled and despatched within SLAs
• Manage sales and budgets

What you'll bring

We are looking for a purpose-led leader that ensures care and belonging are at the forefront of every decision you make for the team, customer and community. You work with agility and are adaptable to change as we continue on our rapid transformational journey

• You use data & insights to drive decision making not intuition or gut feel on Team, Customer and Performance metrics
• Creative but with a keen eye for detail and strong planning capability with the ability to embed structured processes and routine
• Availability to work a flexible roster which may include evenings and late nights across the 7 days of the week

What you'll experience

We embrace diversity of thought and love to take on challenges with a pragmatic and innovative approach. Our culture thrives on mutual respect, care, curiosity, openness, and a proactive attitude. We continually seek ways to pair, collaborate, support, and learn from each other as a team!

• Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work
• A global business with endless career possibilities around every corner and across every discipline - with valuable exposure to a vast and exciting business network
• Access to Sonder. Sonder provides free confidential 24/7 personalised financial, medical safety, psychological or physical support for team members and their families.

We value flexibility and will consider part time, job share or other flexible options to enable these roles to meet your work/life commitments.

Endless possibilities with Woolworths Group

We're a proud part of the Woolworths Group – 200,000+ bright minds, passionate hearts and unique perspectives working together connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.

Here you’ll be supported and empowered to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

Everyone belongs Woolworths Group

We believe that diversity, equity, inclusion and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, our customers and our communities, and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best self and reach their full potential.