Section 1: Job Description

Job Title: Retail Sales Assistant / Section/Location: Retail Department, Kew
Grade: 1a / Reports to (Position): Retail Sales Manager, Retail Sales Manager (Garden Shop)
No. of Direct Reports: None / No. of Indirect Reports: None
Job Purpose:
To deliver RBG Enterprises mission by:
·  Maximising sales and delivering exceptional customer service within the shops
·  Maintaining high standards on the sales floor and in back areas

Accountabilities:

1.  / Sales Floor
·  To actively sell the current product offering on the sales floor in a professional and friendly manner
·  To actively maintain the highest standards of product presentation across all product ranges and to maintain excellent housekeeping standards to present all stock in the best possible manner
·  To provide accurate and informative product knowledge including the features and benefits of the products available
·  To process transactions through the till in a professional manner
·  To be aware of current performance and targets to achieve at the start of each shift
2.  / Plant Care (Garden shop only)
·  To care for the plant stock, watering and deadheading in a timely manner
·  To carry out any other duties required for the running of the garden shop
3.  / Customer Service
·  To offer every customer an exceptional customer service experience sharing relevant product knowledge and answering customer queries in a positive friendly manner
4.  / Retail Stockroom
·  To process deliveries quickly and efficiently ensuring products are put away safely and to standards set
·  To effectively replenish the sales floor from the stockroom to ensure stock availability on the sales floor
5.  / Team
·  To support the retail team in actively completing the sales assistant role in a professional manner
·  To work together as a team to achieve sales targets and KPI standards
·  To actively take part in retail stock take as the business requires
6.  / Security and Health & Safety
To ensure that the highest level of security and health & safety is maintained at all times in the retail areas highlighting issues to management
7.  / Ad hoc projects
·  To contribute to ad hoc projects relating to initiatives, festivals and events, as required
8.  / Retail/Enterprises Charters
·  To ensure that all Retail/Enterprises charters and standards are adhered to
9.  / E-Commerce
·  To fulfil orders from the online shop and mail order as required

Financial Responsibilities: All staff are responsible for management of their own time and resources.

.

1. / To handle cash, process transactions and contribute to end of day reconciliations
2. / To ensure stock is handled correctly and write offs are minimised

Communication and Relationships:

Internally / Head of Commercial Activities
Head of Retail
Head of Visitor Centre
Retail Teams
Warehouse Team
Merchandising Team
Digital Commercial Manager
Buying Team
Explorer drivers
Any other departments as required
Externally / Visitors

Section 2: Person Specification

Skills and Experience

Essential / Good customer service skills
Good horticultural knowledge and/or experience (Garden Shop)
Good computer literacy
Good verbal and written communication
Ability to work in all weather conditions (Garden Shop)
Experience of dealing with customers and dealing with enquiries
Ability to manage and lift heavy items (Garden Shop)
Desirable / Retail experience
Cash handling

Enterprises Competency Framework:

Competency / Level / Description
Customer Service / 2 / Responds positively to customer requests and delivers a service which meets and often exceeds their needs
Teamwork / 1 / Works well with colleagues and is consistently supportive and respectful of colleagues
Communication / 1 / Ensures that written and verbal communication is clear and precise
Decision Making / 1 / Gathers information to understand the issues and the tasks they are asked to undertake
Changing with Pace / 1 / Works quickly and effectively, consistently delivering on time
Developing Potential / 1 / Takes responsibility for quality of work and asks for training and guidance when unclear
Commitment / 1 / Works in an organised manner, achieves agreed objectives and delivers on time
Delivering Value for Money / 1 / Works as efficiently as possible
Planning / 1 / Able to plan own work effectively in the short-term (day/week)