Customer Experience Leader

Woolworths Group; Auckland; On-site; NZD 60,000 - 80,000; Full time

Job summary

A leading retail company in Auckland seeks a Service Department leader to oversee daily operations, fulfill online orders, and enhance customer satisfaction. The successful candidate will provide leadership, conduct performance checks, and ensure the department's standards are met. Strong problem-solving, leadership, and communication skills are essential in this role, offering opportunities to thrive in a diverse and inclusive environment.

Benefits

Team discounts on products

Access to 24/7 personal support services

Career development opportunities

Qualifications

• Strong leadership skills for delegating and coaching team members.
• Effective communication abilities for articulating tasks and standards.
• Experience in customer service management and satisfaction improvement.

Responsibilities

• Lead daily operations of the Service Department.
• Oversee fulfillment of online orders and enhance customer satisfaction.
• Conduct performance checks and identify improvement areas.

Skills

Problem-solving

Critical thinking

Leadership

Communication

Collaboration

Job description

Responsibilities

Lead all aspects of the Service Department's daily operations, including cash management, cleanliness, and presentation of key customer-facing areas.

• Oversee the accurate and timely fulfillment of online orders, ensuring freshness and meeting customer expectations.
• Continuously monitor and improve customer satisfaction by analysing service metrics, gathering feedback, and resolving escalated issues.
• Conduct regular performance health checks and identify areas for improvement within the department's functions.
• Provide leadership support to the store, stepping in as Acting Store Manager when scheduled, and actively participating in team collaboration initiatives.

What you’ll bring

• Adept at problem-solving and critical thinking, you also excel at establishing and maintaining collaborative partnerships across various functions and with stakeholders.
• A strong and effective leader, you're skilled in delegation, progress monitoring, coaching, and providing constructive feedback to motivate your team.
• You possess exceptional communication skills, clearly articulating tasks, timelines, responsibilities, and performance standards.
• You can interpret insights and action data effectively, demonstrating a commitment to responsibility and accountability for timely and accurate delivery of work objectives.
• Your behaviours consistently align with company values.

What you’ll experience

• 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.
• Access to Sonder. Sonder provides free confidential 24/7 personalised financial, medical safety, psychological or physical support for team members and their families.
• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.

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

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.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.