IMC Operator - Sydney, Australia - Woolworths Group Limited

Description

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.

IMC Operator

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. Monitoring and management of all alarms 24hrs 7 days a week.

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
● Must be eligible to apply for or currently hold a 1E security licence
● 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
● Quick thinker
● 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