Job Description

Job Title Till and Customer Service Manager

Reports to

PPT Group Till Manager,
Group Customer Service Team,
GCOM

Skills & Personal Qualities Needed

Excellent communication skills

Be polite, confident and friendly

Be able to remain patient, calm and polite in difficult situations

Understand and able to prioritise the needs of customers

Positive body language

Excellent problem-solving skills

Be flexible and be able to think strategically

Be able to follow and ensure team follow instructions

Be accurate and pay attention to detail, even when under pressure

Good numeracy and computer skills

Strong leadership skills and previous managerial experience, as managing a large till and customer service team

Proactive in driving and motivating a team to produce results

Demonstrate an enthusiastic and self-motivated approach

Job overview

The Till and Customer Service Manager will ensure the till and customer service team provides excellent customer service along with impeccable levels of accuracy. You will carry out effective analysis of transactional reports and take responsibility for ensuring company policies and procedures are being adhered to by the till and customer service team; implementing solutions to problems as they arise and seeking advice when required.

Key accountabilities/primary responsibilities

Customer Service

Increase customer satisfaction

Increase customer retention through promoting our loyalty scheme

Monitor and respond to all customer comments on social media and emails

Improve the customer journey by conducting floor walks

Communicating effectively with customers by phone, email, letter and face-to-face

Investigating and resolving customers' issues

Providing feedback to the centre to improve customer service and reduce complaints

Financial Analysis

Daily, weekly and monthly reports must be analysed and actioned promptly, resolving any discrepancies - duties include:

Responsible for cash and banking reconciliation

Refund analysis

Manage system price accuracy

Analyse and interpret system generated financial reports

Management Duties

Recruit, train and performance manage till and customer service assistants

Organise weekly rotas ensuring adequate staffing

Other

Monitor till hardware and report any faults

Monitor security and ensure vigilance to reduce theft

Ensure data protection and consumer legislation policies are adhered to

You may be required during your employment to carry out any other duties which are reasonable and within your capabilities to meet the needs of the business.

During your employment, you must:

Comply with all lawful and reasonable instructions of the Company and carry out all duties diligently and to the best of your ability

Take all possible care not to damage any of the Company's property or equipment.

Job Types: Full-time, Permanent

Pay: 30,000.00-33,000.00 per year

Benefits:

Company pension Free parking Store discount
Work Location: In person