We are looking a Retail Supervisors who are happy to work up to three days a week, including some weekends (two a month as a maximum).
The focus of this role will be to ensure that customer service and sales are the best they can be. You will be preparing for the week, being aware of stock moves, new team members, customer orders and understanding anything could have an impact on the weekend’s trading e.g. stock issues, promotions, events on site and so on. Our Retail Supervisor will be expected to develop a good understanding of all product areas in order to engage with customers and process transactions accurately.
Weekend priorities are to ensure that our exceptional service standards are maintained and that stock is replenished and tidied in readiness for the following day. The role includes supervising the sales floor, training staff and being part of the duty management team which includes opening and closing procedures. Working with the management team to achieve targets and KPI’s, our Retail Supervisor will also be part of the retail team and is, therefore, expected to do everything that a Retail Assistant can do.
Specific Responsibilities:
Supervisory:
- Oversee the sales floor to ensure that service and sales standards are achieved and maintained at all times.
- Implement all procedures and processes correctly and report any problems to the retail management team as quickly as possible.
- Resolve problems as they occur wherever possible – or escalate to the Retail Sales Manager/Assistant Retail Sales Manager.
- Be able to carry out all pre-opening procedures e.g. preparation of floats, allocation of keys.
- Be available to assist on special shopping events during and after normal working hours.
- Support, work with and be able to cover colleagues in any area of the store.
Customer service:
- Understand all customer-related policies and procedures and be able to explain them clearly to customers and staff.
- Always prioritise customer service and lead by example.
- Respond positively to queries and complaints, if necessary escalating them to the Retail Sales Manager.
- Respond quickly and accurately to customer requests.
Till Procedures:
- Complete end of day counts and cashing up and always follow correct till transactions/procedures.
- Assist colleagues to resolve any till or cashing-up queries.
- Report any discrepancies immediately to the relevant manager.
Product Knowledge:
- Acts as a furniture “specialist” when on duty – maintaining excellent product knowledge in this area.
- Has good product knowledge in all other areas including best sellers, new lines, discounts, shortages, supply issues and so on.
- Be confident in making recommendations and providing options to customers, being sensitive to their needs and priorities.
Merchandising:
- Always keep the sales floor and till areas clean and rubbish-free.
- Recycle and dispose of packaging.
- Complete the end of day “recovery” ready for the following day’s trading – ensure that the salesfloor is always left tidy for the next team.
Health & Safety:
- Be aware of the company’s Health & Safety procedures and policies, adhere to them at all times, especially with respect to first aid and accident reporting.
- Co-operate with the management team to ensure that all areas are safe places to occupy – report any hazards, incidents, accidents or near-misses as soon as they are known.
Security:
- Always be vigilant e.g.: for potential theft, breaches of security.
- Support and assist colleagues who report suspicious behaviour.
- Always follow the company’s security procedures.
Administration:
- Respond to customers face to face, via email or telephone promptly always.
- Record all damaged/broken stock accurately.
Teamwork:
- Always represent the brand positively and professionally.
- Make a positive contribution to the success of the team.
- Attend meeting and training sessions as required.