Customer Experience & Service Operations Lead

Woolworths Group; Bay of Plenty; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Team discounts

Sonder support

Global career opportunities

Job summary

Woolworths Group New Zealand is seeking a proactive leader to manage customer experience at our stores. You will oversee checkouts, cash office, and loyalty programs while ensuring adherence to policies and delivering high service standards.

You will lead the team with on‑the‑job coaching, manage escalations, and ensure safety and wellbeing across shifts. Expect collaboration, growth opportunities, and a dynamic store environment.

Qualifications

• Demonstrates process excellence
• Builds and maintains collaborative partnerships with functions and stakeholders
• Leads teams, delegates tasks, coaches, and motivates
• Exhibits compliance expertise and clear task communication
• Acts with values-aligned behaviour in all actions
• Available to work four weekend shifts per month and at least one weeknight per week

Responsibilities

• Look after the checkouts and cash office.
• Monitor customer service areas (entry gates, trolleys, baskets, lotto, audit, loyalty) to ensure highest standards and policy compliance.
• Create positive customer interactions and resolve inquiries.
• Lead and supervise the team; provide on‑the‑job training; act as Store Manager on scheduled shifts.
• Identify and escalate process-related issues to leadership for resolution.
• Promote safety and wellbeing by following protocols and reporting hazards.
• Collaborate and communicate to support a positive work environment.

Skills

Process excellence

Collaborative partnerships

Team leadership

Compliance & communication

Values-aligned behaviour

Weekend/evening availability

Job description

Woolworths Group New Zealand is seeking a proactive leader to manage customer experience at our stores. You will oversee checkouts, cash office, and loyalty programs while ensuring adherence to policies and delivering high service standards.

You will lead the team with on‑the‑job coaching, manage escalations, and ensure safety and wellbeing across shifts. Expect collaboration, growth opportunities, and a dynamic store environment.