Newcastle - Customer Service Officer

• High level of support & a thorough on the job training
• Office-based role at our Norwest Support Office
• Rosters include shifts between Monday - Saturday 7am-6pm

Welcome to Primary Connect+ (PC+)

Primary Connect+ is our retailer-agnostic, technology-driven commercial business within Primary Connect. Our team works together to provide end-to-end supply chain solutions for more than 1,300 food and retail customers.

• We’ll equip you with the necessary training for success in your role, and provide continuous career development and learning opportunities. This role would initially be a Monday to Friday roster during training and onboarding.
• We’re a team-first organisation. We create a thriving team experience through a culture of belonging that champions safety and wellbeing for our people and partners.
• Team member discounts across all Woolworths Group and partner businesses, access to discounts in novated leases, share purchase plans, lifestyle and other attraction discounts
• Generous parental leave policy, with 4 weeks paid leave for all secondary carers, and all full and part-time roles can access Parental Leave from their first day
• Career development sessions, internal networking events and mentorship/leadership programs to grow your career
• Wellbeing benefits that support your mental, financial, social and physical health, with support that can be accessed on your mobile phone
• Access to a digital platform that offers personalised programs for working parents, carers and people leaders through our partner in Gender Equality and Parental Leave support

What you’ll do

Our Customer Service Team delivers timely customer service support & communication to the PC+ customers, Woolworths Replenishment, DC operational teams, and transport partners. Together, we provide proactive responses to issues relating to service levels, on-time delivery and escalation of solutions to maintain maximum efficiency of product.

• Respond to incoming customers, transport providers, and internal stakeholders' requests and queries via various mediums (calls, email, chats) in a timely manner
• Ensure a great customer experience for all customers
• Troubleshoot and problem solve independently using relevant systems and applications, including but limited to collection and delivery issues, claims and returns cases and missed deliveries.
• Ensure timely resolution of issues by following up and escalating where applicable
• Escalate issues if the answer is unclear, or if escalation criteria is met
• Play an active role in root cause identification and improvement plan for triage accounts
• Manage customer specific non business as usual (BAU) operational requirements
• Participate in improvement initiatives to improve customer and carrier experience

• Demonstrate a professional and attentive manner when dealing with calls and emails to ensure agreed service levels and standards are maintained and deliver consistent and sustainable outcomes
• Have an ability to stay calm, prioritise effectively and remain focused when under pressure
• Demonstrates high levels of pro-activity, teamwork and personal accountability
• Be curious and detailed: ask plenty of questions, seek root cause before determining a resolution path
• Adopt a service-oriented approach focused on early problem resolution
• Have confidence to resolve requests that may require engaging with various internal and external stakeholders, and if disputes occur resolve them within the approved delegation of authority and timelines
• A passion for customer satisfaction and a “can do” attitude
• Proficient in computer systems such as Google Suite and/or Microsoft

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.

We’re a big team, but every individual plays a pivotal role and leaves a distinctive impact.

Our extensive reach opens up boundless opportunities for learning, growth, and professional development. By raising your hand, fostering relationships, and seizing the moment, you can take control of your own unique path.

Everyone belongs at Woolworths Group

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 selves, 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. You can learn more about working with us on LinkedIn or via www.wowcareers.com.au. #LI #work180.

Employer of Choice for Gender Equality - Workplace Gender Equality Agency.

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

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.