Woolworths investing $10 million on training and store restructures

Woolworths announced it is investing millions as part of a push to help it differentiate itself from its fierce rival Coles.

Woolworths is splashing $10 million on training ahead of the biggest restructure to its store layout and staffing in nearly a decade.

Consumers can expect staff at their local supermarket to have a greater understanding of the products on sale, helping shoppers decide on the best cut of meat and how it should be cooked.

Staff at the supermarket chain were briefed on Wednesday about the remodel aimed at adapting to changing shopping habits and expectations.

Two new departments will be created — fresh service and fresh convenience.

Fresh service will manage customer service at the deli, butchery and seafood counters, where the staff will be trained to add greater value about the products on sale.

Fresh convenience will manage dairy, eggs, pre-pack meat, branded bread and meal solutions.

Woolworths says the new operating model will allow for greater progression and development for staff, investing $10 million on training and development.

It also assured staff there would also be expanded management positions and no job losses.

“Over the last few years our customers’ needs have changed, but the way we have been operating our stores has stayed the same,” managing director Claire Peters said.

“With customers’ ongoing expectations in fresh food, and more shoppers looking for increased convenience, our stores need to deliver the best possible customer experience.

“We’re introducing a new store operating model which will empower our teams to be more customer-focused than ever before.

“For our team members in store, it means more skills, training and opportunities to progress.”

The new operating model has already been rolled out to a group of stores in New South Wales with further upgrades coming in the next few months.

“All team members will be fully supported through the restructure of our store operating model, and those impacted by role changes will be provided the opportunity to apply for new roles in the revised structure,” Ms Peters said.

The supermarket wants its staff to have a better understanding of produce. Picture: Zak Simmonds

Queensland University of Technology associate professor Gary Mortimer said the restructure showed shoppers were becoming more discerning in an age where cooking shows and premium food are more present on television and in the general media.

But there’s no point in offering higher-end produce if the shopper doesn’t know what it is or how best to cook it.

“There is a requirement to have a really good knowledge of that particular product, and we know that when consumers get good engagement and good advice in relation to their fresh food purchasing, it creates a much more positive shopping experience,” Dr Mortimer told news.com.au.

“What we will see, I imagine, is a stronger presence of highly trained team members within those fresh service departments on hand to offer more specific advice on the products.”

He said the supermarket giant recognised there were different shoppers: those who focus on bargain pricing and those who focus on greater quality produce.

“This is Woolworths trying to differentiate itself from its core competitor Coles and strengthening their footprint in their fresh-food credentials,” Dr Mortimer said.

Woolworths is splashing $10 million on training. Picture: Monique Harmer

As part of the briefing, staff were told the restructure would mean some positions would be scrapped, and people working in those roles would have an opportunity to be redeployed.

But those not wishing or able to be retrained or placed in other jobs will be offered a redundancy.

“We want to keep as many of our team members as possible, so we will support you to find a new role within Woolworths Group — this is called redeployment,” reads the transition guide booklet for staff that was obtained by 7 News.

“If your role is made redundant, it is not a reflection on you or your performance. A role or job is made redundant, not the person performing it.

“Redundancy occurs where a position is no longer needed due to operational requirements — in this case we are adapting to the change in how and when our customers shop.”

But a Reddit thread has called for a Woolworths boycott over the possibility of redundancies.

“The truth? Thousands, upon thousands of dedicated, hardworking store-level managers were kicked in the guts,” the page reads. “Redundancies have happened.

“Boycott Woolworths this week and message their customer service and tell them why. The exploitation and abuse of Woolworths staff is out of control now.”

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