Purpose:
To embrace a team culture that focuses on providing amazing store support, strong central collaboration and brilliant communication. Focusing on the customer's journey and exploring ways to enhance this with store and internal colleagues.
Key Accountabilities
You will do this in the following ways:
- Being naturally curious about the experience our customers receive and ambitious to find ways to improve this by working with all colleagues, both in store and at the Support Centre.
- Managing Customer Experience and Service Checks programmes, by working closely with third party partners / Area Managers and Store colleagues.
- Amazing store support – offering a friendly and supportive point of contact for our store teams, and looking for ways to offer ‘self-service' options to our colleagues.
- Collaborative Central Support – by working well with key stakeholders, so that we deliver the right thing, in the right way, at the right time.
- Be able to communicate brilliantly, considering the best way to land a message, depending on what it is and how is receiving it.
- Continual improvement – as a someone who sees the wider picture, you should use your insight to influence improvements across the business.
- To collate a ‘Voice of the Customer' pack monthly for key stakeholders.
- To work closely with third party partners to ensure a strong relationship which positively effects our store teams
You will add energy and enthusiasm to the team and use your brilliant people skills to work well with others. By focusing on the customer experience, you should be comfortable sharing your thoughts on how we can improve this within the team and with the wider team
Decision Making/Freedom to Act:
- You will be empowered to make decisions that are in the best interests of supporting the department strategy (within guidelines provided)
Stakeholders
- Due to the nature of the role, you may interact with the majority of the business at some point, however the most common stakeholders are:
- Store teams
- ASM's / RDoS
- All Internal departments
- Third Party Partners
Knowledge, Skills and Experience Required:
Essential
- To be welcoming, friendly and approachable
- To have a positive influence on others through your enthusiasm and energy
- To be naturally curious and have a desire for continuous improvement
- To have a customer first mentality
- Organised & structured approach with an ability to prioritise tasks based on business needs
- Self-motivated with a desire to exceed expectations