• Full time Permanent Role
• Sydney Based - (WFH options)
• Newly created role - ability to make it your own

About WooliesX
Woolworths at Work is a newly created business at WooliesX, part of the Woolworths Group. Our ambition is to transform the way businesses purchase fresh food and everyday essentials. We are committed to quality, fresh products and making healthier easier for our customers. Our team is driven, passionate and focussed on building dedicated partnerships customers can trust to understand and support all of their business needs.

The Role
The Customer Service Manager will be responsible for leading and implementing B2B focussed customer and business strategies into the Customer Hub team.

Partnering with Customer Hub Leadership and working as part of the Woolworths at Work tribe, this cross-functional role will be able to effectively communicate and deliver key projects and initiatives that will support and improve customer advocacy. With a deep understanding of B2B customers and their needs, this role has a strong focus on service excellence, execution and quality.


Your Responsibilities

• Manage the daily running of the customer support and account executive teams ensuring that high quality and accurate support is provided to customers
• Lead key business projects to enhance the customer experience and streamline processes and procedures to enable efficiency and adherence
• Drive people productivity and high performance through objectives and KPI setting aligned to target business initiatives, outcomes, service levels and delivering
• Support of all relevant lead and lag indicators of satisfaction/loyalty etc for Woolworths Business Customers ensuring real-time visibility and transparency of results vs targets.
• Identify continuous improvement opportunities through monitoring service performance and analysing trends (NPS, Voice of Customer etc)
• Manage and lead the team through coaching, individual objectives and career development
• Liaise with stakeholders to support the team through change management and process improvement
• Liaise and build relationships with business stakeholders to gather feedback and in return provide customer feedback
• Foster a collaborative working environment across the Customer Hub & business teams
• Provide ‘triage’ support where required

Skills & Experience

• 5 years+ experience working within a B2B environment
• 3-5 years experience managing a team / leadership experience
• Experience within a B2B customer facing, account management / customer service environment preferred
• You will possess exceptional internal stakeholder and relationship management skills and the ability to navigate complex agile environment
• Previous Agile experience (preferred)
• Passion for working in fast paced, customer focused environment
• Strong communication and interpersonal skills

Why you’ll love it here:
In addition to this exciting role, these are some of the benefits we offer:

• Flexibility isn't just about working from home. It's about opening the conversation and changing the focus to what & how we deliver, rather than where we deliver it. Chat to us about your flexibility needs.
• A culture that embraces new talent and a truly a great place to work
• Team member discounts across Woolworths brands
• An attractive remuneration package including base + super
• An exciting career - as our business grows, so do the opportunities for our people.

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

Find yourself in a job that found you! If this role is not quite right but you are interested in a career at Woolworths you can join our talent community by registering your expression of interest here.

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.