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Customer Service Supervisor

JOB DESCRIPTION
Title: SUPERVISOR
Responsible to: Store Manager
Reports to: You will report directly on a daily basis to the Manager.


Salary: £18,000 pa
Hours: 40 hours a week 5 days over 7.

Shifts between 4am and 9pm

POSITION OBJECTIVE
To be a part of a management team that drives sales productivity, efficiency, and customer service levels of the store.


To assist the manager and assistant manager in maintaining a high level of customer service on the sales floor at all times.



AREAS OF ACCOUNTABILITY
Customer Service and Store Performance
, Maintain and increase the sales figures of the store/concession.


, Ensure that sales budgets/targets are communicated to staff and the progressive result of the store/concession.


, Ensure all forward planning that is necessary for the store/concession is implemented.


, Assist in monitoring productivity of the sales staff on a weekly/monthly basis.


, Ensure staff acknowledge customers quickly and offer friendly, courteous and efficient service.


, Be aware of competitor ranges and price points.


, Record and report any missed opportunities.


, Ensure staff use and understand the ‘Add on Sale' technique.


, Ensure that all staff has a thorough knowledge of all products.


, Ensure that all customer follow up is done promptly and efficiently.


, Ensure that any phone enquiries/sales are handled efficiently.


, Confident in handling customer enquiries and complaints when required.


, Ensure that the shop floor coverage is maintained.



Staff Management
, Maintain staff discipline at all times.


, Ensure all store and company rules and standards are adhered to at all times by staff.


, Confident in delegating to staff.


, Ensure that the daily planner is organized and actioned when required.


, Ensure all of your team complies with store/concession dress code.



Staff Training & Development
, Train/coach staff in company selling techniques using relevant materials.


, Ensure that training sessions are organised and held on a regular basis for the staff.


, Communicate any relevant company information to staff.



Visual Merchandising
, Have a thorough knowledge of all company/brand guidelines and standards.


, Assist the Store Manager/Assistant Manager in implementing visual merchandising changes within the store.


, Coach and train staff in all visual merchandising guidelines.


, Assist the store manager in carrying out all window changes to the company guidelines.


, Ensure the products are clean, tidy and well presented.


, Maintain a high level of store housekeeping.



Administration
, Assist in the handling of cash, petty cash and all other financial transactions.


, Accurately complete any weekly/monthly paperwork when required.


, Ensures any paperwork completed by staff is done correctly and to standard.


, Have knowledge of how all paperwork and files in the store/concession need to be maintained.


, Ensures markdowns, price changes, discontinued lines are actioned accordingly.


, Liaise with head office and/or other stores as needed.



Management of Stockroom Areas
, Assists in controlling the movement of stock into and out of the store.


, Ensure that replenishment is carried out to the store schedule and to the movement report.


, Monitor deliveries that are expected to the store.


, Ensure that all deliveries are processed correctly.


, Assist in any stock counts that are carried out as instructed by head office.


, Maintain all stockroom areas in a tidy and methodical manner.


, Awareness of product availability and out of “STOCKS” and communicates this to the staff.



Health & Safety
, Establish a good understanding of health and safety policies of the store and ensure that staff uphold these policies.


, Highlight any potential risk areas to relevant personnel.


, Ensure all members of your team understand the correct stock handling procedures e.g.

lifting and unpacking of boxes, using sharp instruments and any relevant training is arranged.



General
, To maintain good relationships with all management and staff.


, Carry out or assist in any other duties as requested by area manager or head office.


, Liaise with head office/host store management when necessary.


, Train staff in security awareness and ensure that any security systems are used efficiently.


, Report and document any theft correctly.


, To deputise for the Assistant Manager in his/her absence.


, Maintain the required standard of appearance and hygiene.


, Assume management responsibility for store keys when required.