JOB DESCRIPTION – RETAIL CUSTOMER SERVICE MANAGER

Reports To: Designated Line Manager – Normally the Retail Support and Compliance Manager

Job Purpose:

Customer Service

Provide a superior customer service through your management by, monitoring and managing your team of customer service assistants through your actions, demonstrating the importance of the customer service statement, especially the 4 points of:

1) Ensure superior customer service is given at all times by the Customer Service Assistant’s i.e. “SERVICE WITH A SMILE”.

2) Ensure the sites staff personal appearance is of the highest standard and fully compliant regarding the clothing and uniform policy, which is vital in achieving superior customer service.

3)Be proactive in customer service at the till with the aim of customer first other activities second, with a

4) Reduced/No Queuing Policy

Company’s Philosophy and Customer Expectations

“CUSTOMERS” – THE REASON WHY WE ARE ALL EMPLOYED

  • Customers are the most important visitor on our premises
  • They are not dependent on us
  • We are dependent on them
  • Customers are not an interruption in our work
  • Customers are the purpose of it
  • They are not an outsider in our business
  • They are part of it
  • We are not doing them a favour by serving them
  • They are doing us a favour by giving us an opportunity to do so

MEETING CUSTOMERS EXPECTATIONS

  • First Class Customer Service
  • Excellent Standards of Site Presentation and Cleanliness
  • All Services Available
  • All Goods Available at All Times – Fuel, Core, Seasonal, Fresh, Ambient, and Promotional Activity
  • A Safe Environment

WE MUST DELIVER A REAL CUSTOMER SERVICE NOW, BE PROUD OF YOUR CUSTOMER SERVICE AND ATTRACT MORE CUSTOMERS.

Employee Performance

To meet the Company’s required standards of customer and operational standards it is vital that poor performance is identified and corrected quickly

Poor performance primarily covers; customer service, upselling TPC’s, loyalty, poor standards of personal presentation, cash control, control of the forecourt activities, use of mobile phones, unwilling to complete tasks, attitude, absenteeism and relationships with work colleagues

If you are unable to correct poor performers you must inform your line manager

You must demonstrate the requirements at all times with your own conduct and actions

Operational

Ensure the customer service assistants:

  1. Up sell the Company identified stock lines through till point conversations
  1. Promote any Kay Group fuel promotion activity, and
  1. Any Oil Company promotional loyalty scheme

Order, promote, sell and account for all the sites business activities and transactions.

Complete the company’s administration accurately and account for all sales and receipts.

Be responsible for the whole sites cleanliness/maintenance of all the equipment and buildings.

Maintain the highest standards regarding housekeeping and stock merchandising.

Policies, Procedures, Health, Safety & Security

Ensure the companies policies, procedures, health, safety and security are complied with.

Be aware of and promote the importance of Health, Safety & Security to your team.

Adhere to the company “Smoking Policy” at all times

Ensure compliance with Risk Assessments for you and your team.

Notify to your line manager or higher in the event of any dangerous conditions.

Comply with all statutory regulations, by-laws covering the sales of petroleum, tobacco, lottery, alcohol, use by dates and other products.

Regularly review with your staff the “Think 25” policy, Proxy Sales & the Refusal Register.

Communication Skills to:

Communicate effectively with the retail customer service assistant manager, your staff team and line manager on a daily basis to gain the most effective operational standards.

Report any incident, accident, breakdown, breach of policies, procedures, health & safety or security immediately to your line manager and take remedial actions.

Teamwork

It is vital to the business that you and your site staff work as a team and help each other out especially in times of difficulty.

The prioritisation of work load to support customer service especially with stocking up at quiet times or when there is more staff available is critical to providing the speed of service to the customer. Topping up at busy periods is unacceptable.

Event Management

Event management will play an important part of delivering “Superior Customer Service” and covers the full range of service station activities.

It is important to look ahead and be prepared for known events and those that happen by exception with little notice.

To be superior in customer service we have to think and plan ahead quicker than our competitors and give our customers the confidence to come to us first knowing we are better at providing the right service.

Examples:

  • Valentines day – We have traditionally sold out of flowers on the day which is potentially excellent, however we need to stock back up quickly as there are other sales to be had the next day or soon after: Those who need to say sorry!, other birthdays and sites near cemeteries still need flowers on a Sunday. It is also important to know what we sold and by when so we can be better prepared the following year.
  • Promotion Bays need to be full or when low faced forward.
  • From our experience we can expect a surge in sales of 15% to 20% on a Sunday when there are 2 major football games on Sky, mainly from sales of alcohol and snacking.
  • Frost causes huge problems for car washing. We need to be prepared for frost and direct the staff’s efforts to get them defrosted and going as soon as possible. The emerging competition of hand washes does not suffer the same problems and we can easily lose custom to them.
  • Keeping all equipment working is vital to our service. If one vac is out we must check it for simple problems such as it just being blocked. It is not acceptable to think we have two and the other one is working so I will look at it later. Later can mean the next day when faced with other problems later on in the day
  • Sudden hot spells, we need to get our orders in quickly for drinks, ice cream, chase deliveries/ shortfalls initially with the supplier and then your line manager.
  • Sunday is now on good weather and event days our busiest day but we can fall short with the supplies of bread, milk sandwiches, bacon, eggs and even worse with bank holidays.
  • Friday, Saturday and Sundays sales can account for up to 66% of the weeks sales and increasing so it is vital your ordering takes into account events and weather so we do not run out of any stock lines.
  • High rollover Lottery such as the Euro Millions where sales go through the roof on the day and evening. It supported by the lottery heavily advertising causing exceptional queues and congestion which will suppress our normal sales if we do not staff the day properly as customers will not be prepared to browse and queue.

As well as national and regional events there are also events which are local to each site which need to be taken into consideration.

Your line manager needs to be informed of any problems you have with suppliers or any suggestions to improve our sales.

This Job Description describes the key areas of the position, but is not exhaustive and is subject to review and amendment in line with the needs of the business.

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