Imc Operator 1

**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 Center Operator
- Permanent role
- Rotating Roster On Site - Norwest Sydney location

**Our story**:
The Woolworths Group has been focused on the importance of digital and what we need to do to better serve our customers and to create shopping experiences that are personalised, seamless and convenient. With more than 200,000 team members across Australia, our team is one of our most valued customer groups.

**The Role**:
This role exists to ensure the Incident Management operating system is maintained and incidents managed in accordance with standard operating procedures, and business expectations. Provide accurate, timely advice and communication on all incidents occurring within the business units.

**Key Responsibilities**
- Compliance with OH&S policies, safe work procedures and practices.
- Provide effective and efficient service to business customers (including Woolworths Brands/Stores, Support teams, Contractors etc).
- Comply with Standard Operating Procedures to support business customers.
- Receive and manage calls from business customers and Emergency Services. Furthermore, update respective databases and escalate any matters accordingly.
- Management and monitoring of business alarms.
- Reported incidents are recorded in a prompt and accurate manner on the relevant system.
- Production of daily reports.

**Requirements**:

- Strong customer service experience
- High level of phone manner, with a friendly, polite and positive attitude
- Strong communication, literacy, and numeracy skills; with a high level of attention to detail
- Strong organisation skills; the ability to multitask and prioritise
- Strong problem solving and decision-making abilities
- The ability to work as part of a team, or independently when required
- Adaptable, flexible, and receptive to change
- Responsible, reliable, and a solid team player
- Comfortable and confident in dealing with high pressure situations
- Available to work a rotating roster (Days/Nights/Weekends); and additional shifts available

**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
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.