Customer Service Manager - Coles Supermarkets - Highfields

📌 Core Information

🔹 Job Title: Customer Service Manager - Coles Supermarkets - Highfields

🔹 Company: Coles Group

🔹 Location: Australia

🔹 Job Type: Full-time, On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: April 1, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Day-to-day management of customer service department and front of store operations.
• Responsibility for checkouts and customer service desk operations.
• Ensuring the store is presented in an engaging and welcoming manner.
• Fostering a culture of outstanding customer service.

ASSUMPTION: This role is critical to maintaining a high standard of operations within the customer service department, as part of a flagship supermarket chain, requiring both strategic oversight and direct involvement in daily duties.

📋 Key Responsibilities

✅ Full accountability for the customer service department's operations.

✅ Managing and optimizing the checkout and service desk performance.

✅ Leading a team to achieve sales targets and efficient cost management.

✅ Ensuring a clean and safe working environment.

✅ Promoting a one-team culture prioritizing health, safety, and wellbeing.

ASSUMPTION: These responsibilities indicate a need for a hands-on manager capable of balancing customer-facing duties with team leadership and strategic management.

🎯 Required Qualifications

Education: Not specified, but likely requiring at least a high school diploma or equivalent.

Experience: Prior experience in fast-paced, customer-facing environments; proven track record in leadership roles.

Required Skills:

• Customer Service
• Leadership and Team Development
• Sales Target Achievement

Preferred Skills:

• Cost Control
• Rostering and Scheduling

ASSUMPTION: The role favors candidates with strong leadership backgrounds and direct experience in similar retail settings.

💰 Compensation & Benefits

Salary Range: Not specified; typically competitive within the retail industry.

Benefits:

• 5% team member discount on purchases; periods with 10% discount
• Recognition through Coles digital platform ‘mythanks’
• Access to comprehensive induction, management and leadership training
• Paid parental leave for permanent team members

Working Hours: 40 hours per week

ASSUMPTION: While the salary is not specified, the benefits package suggests a commitment to both financial savings and professional development opportunities for employees.

📌 Applicant Insights

🔍 Company Context

Industry: Retail - one of Australia's largest, with a significant presence in both grocery and liquor retail sectors.

Company Size: Over 10,001 employees, providing extensive networking and career advancement opportunities.

Founded: Information not specified.

Company Description:

• Home to iconic Australian brands with a focus on sustainability.
• Diverse operations including retail, online, and logistics.
• Committed to inclusivity reflecting community diversity.

Company Specialties:

• Retail Operations and Marketing
• Supply Chain Management
• Customer Service Excellence

Company Website: https://colescareers.com.au/

ASSUMPTION: Coles' extensive operations and brand reputation provide a stable platform for career growth in a dynamic industry.

📊 Role Analysis

Career Level: Mid-level management position, suitable for candidates looking to advance from junior management roles.

Reporting Structure: Reports to the Store Manager, collaborating closely with other department heads.

Work Arrangement: On-site management role requiring direct engagement with staff and customers.

Growth Opportunities:

• Opportunities for promotion to higher managerial roles within the company.
• Professional development through structured learning pathways.
• Potential to become part-owner of the company through share plans.

ASSUMPTION: This role serves as a stepping stone to senior management positions within Coles, contingent on performance and leadership capabilities.

🌍 Location & Work Environment

Office Type: Retail store environment.

Office Location(s): Highfields, Australia.

Geographic Context:

• Located in a community-centric area, fostering strong local ties.
• High engagement with community initiatives and events.
• Part of a broader national network of stores and services.

Work Schedule: Standard retail hours, with potential for shifts during peak periods.

ASSUMPTION: The location and environment underscore a community-focused approach, appealing to candidates passionate about customer interaction and community impact.

💼 Interview & Application Insights

Typical Process:

• Submission of online application through Coles careers site.
• Initial screening for qualification and experience fit.
• Interview with store management and HR personnel.

Key Assessment Areas:

• Leadership and team development skills
• Customer service expertise
• Problem-solving and decision-making abilities

Application Tips:

• Highlight leadership experience in your resume.
• Prepare examples of how you've improved customer service in previous roles.
• Demonstrate understanding of retail operations and market trends.

ATS Keywords: Customer Service Management, Retail Leadership, Team Coaching

ASSUMPTION: Applicants with strong examples of customer service innovation and team leadership are likely to be highly competitive.

🛠️ Tools & Technologies

• Retail management software
• Point of Sale (POS) systems
• Workforce scheduling tools

ASSUMPTION: Familiarity with retail technologies will be beneficial, though specific training is expected upon induction.

👔 Cultural Fit Considerations

Company Values:

• Diversity and Inclusion
• Quality Customer Service
• Community Engagement

Work Style:

• Collaborative team environment
• Proactive customer-first attitude
• Adaptability in fast-paced settings

Self-Assessment Questions:

• How do you handle high-pressure situations in a bustling environment?
• What strategies do you employ to motivate and develop your team?
• Can you provide an example of a time you improved a customer service process?

ASSUMPTION: Candidates who resonate with the company’s values and exhibit cultural adaptability will thrive in this role.

⚠️ Potential Challenges

• Managing team dynamics in a high-pressure retail setting
• Balancing customer expectations with operational demands
• Maintaining high service standards across multiple checkpoints
• Ensuring compliance with health and safety standards

ASSUMPTION: The challenges likely stem from the nature of retail and customer service, which require dynamic and quick problem-solving abilities.

📈 Similar Roles Comparison

• Comparatively larger scope of responsibility within customer service management.
• Higher emphasis on team development and engagement.
• Enhanced opportunities for strategic leadership contributions.

ASSUMPTION: The role may compare favorably to similar roles in smaller retail environments, offering broader impact and growth potential.

📝 Sample Projects

• Implementing a new customer feedback system to enhance service delivery.
• Leading a store-wide initiative to improve checkout efficiency.
• Developing a training program for new customer service associates.

ASSUMPTION: Sample projects are hypothetical examples based on the typical responsibilities of a customer service manager.

❓ Key Questions to Ask During Interview

• What are the current challenges faced by the customer service team?
• How does Coles measure success in customer service roles?
• What opportunities are available for professional growth within the company?
• How does this role support broader store objectives?
• What resources are provided to help meet sales and service targets?

ASSUMPTION: These questions aim to delve into the specifics of the role and uncover potential growth and support avenues.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume to highlight relevant leadership and customer service experience.
• Ensure your application reflects your alignment with Coles' values and culture.
• Follow up on your application if no response is received within two weeks.
• Contact Coles' recruitment team for any inquiries regarding the process.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.