Customer Experience Team Lead

Lead, coach and mentor
- Brand new convenience offering - key role in the successful launch of Metro60
- Flexible work conditions, attractive salary, staff discounts and team benefits

**Ready to make an impact?
As part of a newly formed Business Accelerator within the Woolworths Group, we are currently building a new customer proposition focused on digital convenience - Metro 60. Currently in startup mode, we are working hard to shape the proposition and build a team to execute on it. With the full backing of the Woolworths retail network and resources, this venture is set to change the way Kiwis shop for their everyday needs.

We are a small team with big ambitions. We are building a culture of people who know how to be themselves, have fun and love what they do.

**About the Role | Mō te Tūranga
We have an exciting opportunity available for a Customer Experience Team Lead to join the team. Reporting to the New Ventures Manager - Digital you will be responsible for leading the Metro60 Live Operations team to help ensure we provide Kiwis with exceptional customer service and any issues that may arise are resolved in a prompt and professional manner.

Key responsibilities will see you:

- Assist with recruiting, training, coaching and developing a team of Customer Experience Agents
- Lead the day to day operational delivery of customer service and support services to Metro60 customers
- Ensure Customer Experience Agents are providing high quality solutions whilst ensuring efficient query management and timely resolution of cases
- Handling in-bound and out-bound customer service interactions and escalations
- Working with internal and external stakeholders to continuously develop and improve our offering
- Build and foster an inclusive, fun and professional work culture
- Manage rostering of the Metro60 NZ customer service team and coordinate with the Live Operations team in Australia

**About You | Mōu
To succeed in this role you will need to have excellent communication and interpersonal skills that allows you to build positive relationships with customers and team members, you’re organised with strong time management skills and you thrive in a fast-paced environment.

If you’re the sort of individual who strives to always do the right thing for customers, team, our communities, and our business then we ought to connect.

To be successful in this position, you will ideally:

- Have demonstrated experience in a leadership position within a customer service or logistics environment.
- Have exposure to grocery, drinks or the convenience store industries.
- Have an understanding of online/ecommerce.
- Have outstanding communication (written & verbal), presentation and leadership skills.
- Be a creative thinker with a clear vision and commercially driven mindset.
- Have strong project management, organisational and time management skills.
- Have the ability to build strong working relationships at all levels.
- Be computer literate.

**Working with Woolworths NZ | Me mahi tahi tatou ki Woolworths NZ
Our purpose is to make Kiwis' lives a little better every day.

We’re friendly, down-to-earth, and energetic - we work hard but we have a great time doing it, and we love what we do. There is plenty of scope for new ideas, lots of room for you to add value, and importantly, you’ll be working with a business that touches the lives of three million New Zealanders a week. We offer a diverse range of career opportunities across our ecosystem.

Countdown

Cartology, Vineonline & CountdownX

Primary Connect

Wholesale Distributors Limited (Super Value & Fresh Choice)

We are proud to be a Work 180 endorsed employer for all women, view the great work we do here.

**Come as you are | Nau mai, whakatau mai
We’re an equal opportunity employer and are committed to the principle of equal opportunity for all.

**If you’re smart and good at what you do, let’s work together | Me mahi tahi tatou**

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