Job Description

Role Overview

Putting the customer at the heart of everything that you do, as the face of our business across multiple sites within the National Museum of Scotland & National War Museum at Edinburgh Castle. We operate across a number of sites, this requires exceptional customer service: greeting and serving our customers in a friendly, enthusiastic and professional manner. You are genuinely attentive and interested in our customers' needs and will have the opportunity to learn all about our products to ensure you can be as helpful as possible.

Role Responsibilities

To greet and thank customers in a warm and friendly manner, ensuring they have had a memorable experience with us. Provide exceptional service at all times utilising your product knowledge to help our customers find the best products in-store and multi-channel sales. Efficient and attentive service at the tills - processing sales, orders and refunds. Processing deliveries and helping to get all of the replenishment and new stock onto the shop floor. Completing transfers to other NMSE retail sites. For filling online orders and supporting the pick and pack process. Supporting Product Development stockroom tasking: this includes packing of orders, deliveries and transfer. General housekeeping and tidying of the shop floor, stockroom and back of house areas. Keeping up to date with company activity, exhibitions and promotions. Supporting floor moves, sale set ups and launches. To abide by all NMSE policies and procedures. Ensure GDPR procedures are adhered to at all times.

Competencies

To deliver excellent customer service standards focussing on customer needs and satisfaction. Passionate commitment and enthusiasm for the NMSE brand and the products that we sell. This requires a strong level of product knowledge. Align self to NMSE environmental mission and champion any actions that you can directly impact it at all times. Proactively provide a personal, genuine and authentic approach to customer service. Acting with integrity, demonstrates a passion for, interest in and understanding of others. Values and respects the team at all levels, getting on well with everyone around you. Plays an active and positive part in the team by being proactive and using initiative to support driving sales and the business. Ability to build rapport with colleagues and customers alike, tailoring your approach for each individual interaction. Proactively offer customer alternative ways to buy across our whole multichannel proposition. Proactively deliver on all operational standards to maintain expected requirements across all core components including handling deliveries, VM, health and safety, general housekeeping and stock replenishment.

Experience

Experience in a customer service environment is desirable but not essential. Excellent interpersonal and communication skills. Positive can-do attitude and examples showcase initiative. Ability to work productively in a high-pressure, fast paced environment. Confidence in taking the initiative and working under own direction at times. Team player. Great time management. * Professional manner and the ability to communicate with a wide variety of customers.