Woolworths to shift NZ customer care operations to Sydney
Woolworths has confirmed it will proceed with plans to shift its New Zealand customer care operations to Sydney, a restructure that will affect approximately 130 roles. The supermarket giant announced the decision following a formal consultation process with staff and union representatives, citing a need to simplify operations and eliminate duplicated overheads.
Consultation Closes After Initial Proposal
The transition follows an initial proposal introduced earlier this month to integrate the New Zealand support network into Woolworths’ existing Sydney infrastructure. Woolworths NZ director of digital and eCommerce Mark Wolfenden addressed the outcome of the discussions.
“This has been a difficult decision, and we recognise the significant impact it has on our customer care team members who have served our Kiwi customers with dedication for many years,” Wolfenden said. He added that the company reviewed feedback gathered during the consultation period and adjusted aspects of the approach, though the core relocation will proceed.
To mitigate employment losses, Woolworths stated that management is working one-on-one with impacted staff to identify redeployment options across its broader New Zealand supermarket network and supply chain operations, including ring-fencing vacant positions.
Financial Performance and Union Pushback
The restructuring arrives against a backdrop of strong financial returns for the parent company. Woolworths reported $163 million in earnings before interest and tax for the financial year ending June 2026, marking an 8.8% increase compared to the previous year.
Labour representatives have strongly criticized the corporate maneuver. Workers First deputy secretary Rudd Hughes characterized the decision as short-sighted and detrimental to local employees.
“Woolworths has just banked $163 million in earnings from Kiwi shoppers, and its response is to put 130 New Zealanders out of work to save pocket change,” Hughes said. The union indicated its primary focus moving forward will be holding the company to its redundancy obligations and securing viable redeployment pathways for every affected employee.