The posting
Our client, a prominent retail group headquartered in the Western Cape. Since their establishment in 2012, they have provided exceptional services in the realm of Fast-Moving Consumer Goods (FMCG). Operating in the emerging markets, they consider their customers as part of their extended family. Their commitment is grounded in the principle of delivering on their promises "we believe in doing exactly what we say we're going to do". Join them in their journey to create meaningful experiences for both their team members and valued customers.
Main Objective of the position
- Responsible to create and maintain a fully functioning front end staff and promote excellent customer service and communication. Full management of the front end, including cashiers and till packers
KPA1: CUSTOMER EXPERIENCE
- Customer Service – Meet customer needs with a smiling face and remember that the customer always comes first. Always make our customers know that they are important.
- Handle all customer questions and concerns. Use customer suggestions and complaints to guarantee that the needs of the customers are being met.
PERFORMANCE INDICATORS:
- Number of customer complaints and compliments.
KPA 2: HIRING AND STAFF COMPLIMENT
- Assist in the hiring process of Front-End staff.
- Ensure the Front End is suitably staffed at all times.
- Induction and training of new staff members.
PERFORMANCE INDICATORS
- Correct number of staff and scheduling of staff.
- Training and competency levels of cashier.
KPA 3: EMPLOYEES (STAFF MANAGEMENT)
- Scheduling of the staff in the Front-End Department ensuring a standby list is in place in the event of absenteeism.
- Address performance and personnel issues in a timely manner.
- Take responsibility to meet the performance targets as set by Senior Management.
- Adhere to company Rules and Regulations and Policies and Procedures and ensuring staff compliance there to,
- Daily management of staff with regards to delegating task, motivation, and discipline– including but not limited to the following rules and regulations: - Adhering to the correct Dress Code - Not chewing gum or consuming any foodstuff at the tills or in the store - No Cell Phones utilized at the tills or in the store - Manage the time keeping of department on a day-to-day basis – coming late for work and leaving early is unacceptable - Observe and control both lunch and break times - Ensure that other staff members on breaks do not loiter at the tills keeping the cashiers from their duties - No excessive talking at the tills or in the store
- Ensure attendance of staff is at the company level required.
- Decrease unders and overs through training and discipline.
- Ensure that only one supervisor is on lunch at any one time.
- Ensure that a supervisor is in attendance at the end of day in order to ensure that all cashiers are signed off and that the End of Day Report runs as required.
SELF DISCIPLINE – LEAD BY EXAMPLE AT ALL TIMES. PERFORMANCE INDICATORS
- Overall discipline of the department.
- Monthly attendance rate of 95% to be maintained.
- Unders and Overs kept to a minimum.
KPA 4: COMMUNICATION
- Communicate productivity, staffing or training issues, system improvement needs, and other relevant information to the HR Office or Senior Management in a timely, thorough, and professional way.
- Keep staff informed of revised rules, regulations, policies, and procedures.
PERFORMANCE INDICATORS
- Value of information provided to HR Office and Senior Management.
- Information flow downwards from management to Front End Staff.
KPA 5 HOUSEKEEPING, SAFETY AND SECURITY
- Ensure work area is clean.
- Plastic bags and pamphlets neatly stacked at the end of day.
- Ensure all security measures and procedures are adhered to at all times.
- Maintains security of all store systems.
- Maintain cash handling procedures.
- Ensures all company policies such as check cashing, refunds, exchanges, and gift certificates are administered as per company policy.
PERFORMANCE INDICATORS
- Area cleanliness and neatness
- Incidents related to safety and security
- Adherence to safety and security policies and procedures
KPA 6 ADMINISTRATION
- Perform all administrative functions related to this position,
PERFORMANCE INDICATORS
- Administration 100% up to date
- Able to react to change productively and handle other tasks as assigned by management from time to time. Qualification Required:
- Grade 12
- +/- 5 years supervisory experience
Skills Required:
- Honest and trustworthy
- Customer service orientated and a willingness to deal with people every day.
- Ability to create teamwork environment.
- Attention to detail throughout the store
- Ability to identify and solve problems
- Take initiative
- Communication skills in order to train staff members and communicate problem areas
- Accurate with figures
- Interpersonal skills
- Attention to detail - Accurate
- Commitment to delivery and quality
- Good people management skills
- Be able to delegate effectively
- Be able to operate independently and as part of a team
- Good administration skills
Important Information
Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd therefore also encourages people with disabilities and from other diverse backgrounds to apply.
Due to the high volume of applications, should you not receive feedback within three months of submission, please consider your application unsuccessful. We encourage you to reapply for future opportunities.
Surgo (Pty) Ltd does not charge any application fees.
Your CV will be kept on our database for future opportunities. Should you prefer that we do not retain your details, please contact: [email protected]
