The Customer Host Supervisor role supports the team in ensuring we are leading the way in being a sociable retailer, through ensuring that our customers have the best experience in our shops.
This position leads shifts in the absence of management and will be 60% of the Customer Host responsibilities, and 10% of each of the following : Coaching, Communication, Coordination and Operational Support.
Leading by example, and coaching others where needed, to make sure that our customers feel welcome and at home in our shops
Ensuring that the Product and Shop standards are excellent at all times in line with latest VM guide and directives
Utilising the Dwell areas in our shops to provide a homely, sociable space
Coordinating the team to ensure the right zones or areas of the shop are covered
Leading by example, and coaching others where needed, to suggest the right products and outfits for our customers
Understanding the features of our products, promoting these within the team, and explaining these to our customers
Processing delivery’s and ensuring that the shop floor products replenished and available for customers
Assists in stock take to ensure accurate reconciliation
Championing customer service in store by having meaningful and memorable conversations with our customers
Picking up on Customer behaviour to ensure that we are meeting the customer’s needs
Promoting company tools, eg Magalogue, Window Schemes to ensure the team engages with our customer
Responding to customer complaints and queries when needed, escalating to management if required
Introducing customers to, and championing within the team, multichannel shopping through More Ways to Shop
Compiling customer information, in line with data protection regulations, when completing the purchase
Assist management in creating a positive atmosphere in the shop which is focused on delivering results
Sharing local knowledge with our customers and teams; what’s on in the area?
Key member of the team to support coordinating Events, including Customer Event
Is a team player and instrumental in Team Briefs, including leading these in management absence to ensure the team are set up with the information and motivation to achieve targets
Awareness, and communication to the team, of some of the shops Key Performance Indicators
Support with compliance and day to day transactional running of the shop, including necessary paperwork, cashing up and having good operational knowledge of systems in store
Supports the team and escalates people queries to relevant management
Have understanding and knowledge of policies and procedures, including H&S and compliance, in store and in the absence of management, escalate operational issues and risks to relevant management.
In the absence of management in store, delegating tasks to the team to ensure the day to day running of the shop
Understanding the relationship with the local charity partner, and able to share this with our Customers and the team
Actively takes part in and champions charity events happening in their shop
Awareness of the Made for Change products and the positive impact this has
Understanding our approach to Ethical Sourcing to be able to explain this to our Customers and the team
Understanding the safety and emergency procedures in store
Living our Values and championing these within the team