About Woolworths Group
Woolworths Group is a food and everyday needs retailer united by the shared purpose of creating better experiences together for a better tomorrow. With more than 1,400 stores across its Woolworths Supermarkets, Countdown Supermarkets (New Zealand) and BIG W brands, and fast-growing eCommerce businesses, Woolworths Group is Australia and New Zealand’s largest retailer. A top 10 company on the Australian Securities Exchange (ASX), Woolworths Group employs more than 180,000 team members and serves more than 20 million customers a week.
Incident Management Centre Operator
About our team
The Incident Management Centre is responsible for supporting and advising on safety, operational and security incidents that occur across the group.
Purpose of the role
- To ensure Incident management operating systems are kept up to date and serious incidents occurring in Company establishments are managed in accordance with standard operating procedures.
- Provide accurate, timely advice and communication on all incidents occurring within the business units.
- Take a proactive approach in managing incidents and provide advice to sites before incidents escalate into major events.
- Management of all alarm responses and monitoring.
Key responsibilities include
- Compliance with OH&S policies, programs, safe work procedures and practices to ensure their own health and safety and the health and safety of others in the workplace
- Customers are served in a friendly, efficient manner meeting Company / IMC high standards of customer care
- Adherence to and advise on Standard Operating Procedures relating to all incidents specified in Incident classification matrix for all Company Divisions.
- Customer queries and complaints are handled efficiently and timely and according to SOPs.
- Calls received from Stores, Emergency Services, Internal Customers, Contractors etc, are dealt with correctly, database updated and incidents escalated to Management and Supervision if necessary in accordance with our operating procedures.
- All available information is given to correct personnel either by phone or electronically
- Alarms are actioned immediately or ASAP confirming with DVR system as required.
- Immediate or ASAP communication of any alarm/reported incidents to the correct Company personnel as per incident classification matrix.
- Incidents are recorded in a prompt and accurate manner on the relevant system.
- Appropriate course of action to deal with incidents and advising appropriate Divisional Management or Supervision.
- Production of daily electronic IMC incident reports and forwarded onto Divisional Management and Supervision Teams.
About You
We are seeking a switched on, customer oriented professional who will demonstrate alignment to our purpose and values along with:
- Excellent phone and written communication
- Customer first attitude
- Previous customer service or call centre experience will be regarded but not essential
- Ability to quickly build rapport, communicate and engage with stakeholders
- Can do attitude to drive outcomes
- Ability to be calm under pressure
- strong sense of ownership and accountability
- Willing and able to work 12 hour day & night shifts on a rotating roster
- Weekend availability
Hours of operation
Our IMC team works onsite in our Norwest Head Office. They are operational 24x7, 365 days a year. You will be required to work 12 hour day & night shifts on a rotating roster. Weekend availability is also essential.Shift times are 7am - 7pm and 7pm - 7am.
What is in it for you
- Opportunity to work with a purpose led organisation
- Hard working and fun team
- Thorough on-the-job training
- Excellent base salary + super + overtime allowance
- 5 weeks paid annual leave
- Career advancement opportunities
We are driving inclusion and diversity as Ways of Working. If you meet a number of requirements (and not all), we encourage you to submit your application.
Want to hear more? Apply via www.wowcareers.com.au or alternatively connect with Charlotte Milner on Linkedin #LI for further information. #Work180
Grow with the Group
Woolworths Group has announced it will be requiring Australian team members to be fully vaccinated against COVID-19 (subject to medical and religious exemptions).
As an inclusive, team-first company, our people are at the core of everything we do.
We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.
As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference.
We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.
We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences – for our customers and for each other.
We’d love to hear from You
If you meet a number of the requirements, but not all, we encourage you to submit your application. You can learn more about working with us on LinkedIn or via www.wowcareers.com.au. #LI #work180.
Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.
