Woolworths New Zealand has confirmed that, after completing a formal consultation process with team members and union representatives, it will integrate its Auckland customer care operations into Woolworths Group’s existing customer support network in Sydney.
Mark Wolfenden, Director of Digital & eCommerce, said this has been a difficult decision, and that Woolworths recognised the significant impact it has on customer care team members who have served Kiwi customers with dedication for many years.
"We have taken on feedback received during the consultation process, and adjusted our approach accordingly; however, we will progress with the core elements of the proposal. Our absolute priority right now is supporting every impacted team member with dignity, care, and clarity," said Wolfenden.
"We are working one-on-one with each team member to explore genuine redeployment opportunities across our supermarket network, supply chain, and broader business, including ring-fencing vacant roles."
Wolfenden added that Woolworths has engaged specialist career transition partners and is proactively connecting with local employers who are actively recruiting for customer support talent.
Comprehensive support packages also include employee counselling for impacted team members and their families, as well as redundancy compensation.
The decision reflects a broader effort to simplify operations, remove duplicated overheads, and ensure long-term sustainability across Woolworths’ New Zealand business, with cost efficiencies allowing for continued investment in lower prices and resilient grocery networks for local communities.
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