Reports To: Service Station Manager Or Stand In

JOB DESCRIPTION

Job Title: Customer Service Assistant – Days

Reports To: Service Station Manager or Stand In

Job Purpose:

To providea superior customer service and to promote to all customers, any Company promotional activity or up selling of stock items and any Oil Company promotional activity

Also, to be responsible for the transactions of the business and maintenance of location during hours on duty whilst complying with the Company’s Operating Standards and Health Safety Policies. Key Areas are:

Customer Service

“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

THE KAY GROUP CUSTOMER SERVICE REQUIREMENTS

Our customers need to be given every opportunity to browse and purchase shop goods, in particular petrol customers knowing they will be served quickly and not get stuck in a queue or hold up other petrol customers who have filled up behind them during the open door hours.

We will continue to strive towards reducing queues.

To deliver “Real Customer Service” to our customers you must;

Be friendly, polite, informative and smiling with all customers
Wear your clean well ironed uniform, badge, black personal clothing and black shoes
Have the highest standard of personal presentation
Focus on customer first other duties second
Be aware of queues and ask for assistance quickly when available
Always look out for potential queues when carrying other duties

Smokers must adhere to the company’s policy and be aware of the impact of smoking to non-smoking customers and colleagues.

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 you are able to deliver outstanding customer service

Poor performance will be identified by your line manager and quickly corrected

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

The standards are set at the start of each shift as the front line staff, with your standards of personal presentation to the customer; the Company invests in quality uniforms, specific to The Kay Group and first impressions to the customer sets the standards to deliver the customer service requirements

Operational

To ensure “Real Customer Service” is given at all times

Up sell the Company identified stock lines through till point conversations

Promote any Kay Group fuel promotion activity, and

Any Oil Company promotional loyalty scheme

Queues must be avoided at all times, you must quickly request help by using the support button

When there are two members of staff on duty, a break for those who are entitled to them who work over must be taken when authorised when a member of management is on site, or only at quiet times when the management is not on site.

Personal appearance, clothing and uniform is vital in providing superior customer service. Tattoos are to be covered up, facial jewellery removed and earrings worn to be small to avoid injury.

To carry out customer transactions securely and be vigilant to fraudulent transactions

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

Assist in housekeeping and stock merchandising as directed by your line manager

Complete the daily health and safety inspection audit and temperature log as requested by your manager

Health, Safety & Security

To be aware of the importance of Health, Safety & Security issues which have been gone through in detail in the cashier induction programme and training period.

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

To ensure compliance with the Risk Assessments so to protect you and everyone else and to realise your failure to comply with policies and procedures can put others at risks such as breaching the till limits.

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

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

“Think 25” policy, Proxy Sales & completion of the Refusal Register.

Communication Skills to:

Greet and welcome every customer in a friendly manner at all times and to handle customer complaints & refusal to serve in a polite and efficient manner

Communicate effectively with the Retail Customer Service Manager and colleagues on a daily basis.

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 and your work colleagues that everyone works as a team and helping each other out especially in times of difficulty.

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.