Complaints Officer

**About Us**

Woolworths is Australia’s most recognised brand and holds an iconic status as a purveyor of top quality and value grocery produce. However, we are much more than a Supermarket; being part of Australia's biggest retail group, Woolworths Limited, we have expanded beyond our traditional food, liquor and general merchandise to embrace lines such as digital and financial services. We are continuing the process of substantially growing our telecommunications presence in the Australian market.

**About The Role**

At Woolworths, we believe in providing our customers with the widest range of quality products and an exciting and engaging shopping environment. We are constantly looking for new ways to excite & delight our customers.

To support the initiative we are now looking for a passionate individual in a full time role as Complaints Officer. Reporting to the Customer Experience and Credit Controller, this role will be responsible for all ongoing Complaints and Operational support. The role is varied, challenging and rewarding.

**Key Responsibilities**
- Manage escalated complaints and enquiries via various channels
- Communicate effectively with customers and other stakeholders to enable mutually satisfactory outcomes
- Ensure that all complaints are actioned in a timely manner
- Manage all escalated complaints through SAP
- Accountable for managing complaints in a professional and calm manner
- Identify and deliver improvements to feedback and complaints processes
- Support best practice initiatives, investigating processes and seeking feedback to continually improve practices and procedures
- Contributing to the priorities of a team and effectively managing individual caseloads and meeting all KPI’S
- Ad Hoc assignments

**Skills and Experience**
- Complaint handling experience
- Strong organisational and analytical skills
- Great communication and interpersonal skills with a customer-centred approach
- Strong investigative and problem solving skills
- The ability to get results in a busy, ever changing environment
- SAP

**What’s in it for you?**
- Join Australia’s largest retail organisation where there is ample opportunity to develop and grow your career for life
- Having a career with us means you are joining one of LinkedIn’s Top 25 Companies Australia 2021 and we are recognised as a WGEA Employer of Choice for Gender Equality, Work180 Endorsed Employer for all women along with Australian Workplace Equality Index for LGBTQ workplace inclusion
- Ability to bring your whole self to work and access wellbeing benefits that centre on your mental, financial, social, physical and community health
- Our team believes in building partnerships through collaboration, transparency and trust
- Team benefits include access to discounts in our supermarkets and liquor partners, novated leases, share purchase plans, reduced insurance products, entertainment, theme parks, cinemas, lifestyle and other attraction discounts

**Joining 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
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.