Complaints Officer - WooliesX

Your path to many possible futures!

If you’re driven by a customer mission and passionate about being part of a tribe of great people, join us at WooliesX.


Our Story:

As a start-up business inside one of Australia's largest retailers, WooliesX aims to bring the best of Woolworths to our customers, powered by our team, technology and data. To achieve our customer 1st strategy, we have combined the Digital, eCommerce, Customer Loyalty and Financial Services businesses to transform the customer experience under one banner - WooliesX.

Having been awarded the Canstar Blue Award for No.1 in Customer Satisfaction for online groceries, and more recently being voted the most popular Loyalty Program in Australia, we’re proud of the work we do and are being recognised for delivering innovative and best in class service that is convenient, frictionless and personalised to our customers.

With an industry-leading technology team, backed by analytics, we’re resourceful and willing to experiment. Our agile teams are empowered to innovate and deliver an awesome experience for our customers - no matter whether they choose to shop in-store, or online.

How we roll:

The role exists to actively manage escalated complaints and disputes arising from internal and external referrals to Woolworths Insurance inline with our Complaints Handling policy framework and Financial Service regulatory requirements. Additionally, to use complaints data to recommend rectifying systematic issues and continually improve and enhance service delivery and mitigate risk to the brand and business.


Who you are:

The successful candidate will have the following attributes:

• Complaints Management and Continuous Improvement experience
• Experience in a multi-product service environment
• Proficiency in Google Office Suite (Docs, Sheets, Slides)
• The ability to ensure all complaints and information is recorded accurately in the complaints management system to monitor progress of investigation, identify and recommend preventive actions
• Strong Communication Skills – Ability to communicate ‘up’ and ‘across’ the business effectively
• The ability to manage feedback from stakeholders and customers with strong consideration of the paradigm of the individual providing feedback
• Regularly prepare and socialise reports about complaint trends and issues arising from complaints and performance to service standards
• Continual demonstration of consideration of customer first in respect to improvement initiatives

Desirable but not essential:

• Financial Services experience
• Lean Continuous Improvement
• Proficient in MS Office Suite (Word, Excel, Access, PowerPoint, Project).
• Salesforce CRM
• RG146 Qualification

What's in it for you?

• An attractive remuneration package
• Added benefits - Including staff discounts, flexibility to work from different sites, social club and much more (Site dependant)
• Tech options - Woolworths are the largest employer of Google Apps in Australia, are early adopters of Agile and have BYOD options too
• Work variety - The opportunity to work on multiple brands and sizeable initiatives
• Training and Education - We pride ourselves in helping you realise your potential and give you the opportunity to be innovative
• An exciting career - As our business grows, so do the opportunities for our people.

Sound like your next opportunity? Apply now or head along to www.wowcareers.com.au to discover more!

As an inclusive, team-first company, our people are at the core of everything we do. 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 diversity and aim to create a vibrant and inclusive workforce which reflects the communities we serve.

We’re also social! - connect with us at #WOWcareers through LinkedIn #LI, Facebook or via www.wowcareers.com.au #work180

Grow with the Group

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 follow us on LinkedIn or see more opportunities via www.wowcareers.com.au.