Assistant Store Manager

Job Description

Job Title
Assistant Store Manager

Hours of Work
42 per week across a 2 to 3 week rota pattern

Reporting to
Store Manager

Salary
Basic £25,000 rising to £27,500

PRP £6,780 OTE

Position Overview

  • An interesting, rewarding and varying role with real responsibility and ability to make a difference
  • Generous and achievable rewards package.
  • Excellent training provision covering all aspects from sales, customer service, health & safety and more.
  • Good working arrangements and environment - we want you to be happy working with us.
  • A chance to progress within the role and beyond.
  • Cutting edge new systems such as Salesforce (CRM).
  • A long standing family run business where everyone counts and is valued.

Job Description

As an Assistant Store Manager at ABC Selfstore you will play a critical role in supporting the Store Manager to deliver sales and customer service goals through clear and constructive communication and the creation of a positive working environment.

With customer service at the heart of the business you will consistently work towards the standards outlined in the ABC Approach. You will actively participate in coaching and will implement learning to help you deliver against your own sales targets. You will regularly feedback to help shape sales, customer service and operational systems and processes.

In the absence of the Store Manager you will step into their role and ensure that high customer service standards and a positive working environment are maintained. You will, therefore, need to be able to demonstrate critical thinking and problem solving skills as well as good organisational, motivational, management and communication skills.

We will provide you with bespoke training, both in house and external to support your personal development.

    Customer Service

  • Work towards the standards outlined in the ABC Approach to create a customer focused environment
  • Active use of Customer Cases in Salesforce to manage customer communication
  • Promote responses to the NPS Questionnaire amongst customers
  • Achieve clearly defined team customer service targets

    Commercial Input

  • Execute the bad debt process to manage debt within the store to agreed targets
  • Assist the SM with collation of quotes for products or services for the Store
  • Coordinate routine finance - petty cash and credit notes

    Sales

  • Achieve clearly defined individual sales targets
  • Sell storage space, insurance and packing materials across all stores
  • Promote insurance sales across all stores
  • Promote packaging sales across all stores
  • Work at other stores to increase familiarity with the site and assist with CSS
  • Ensure store specific product knowledge is up to date
  • Actively contribute to shaping the sales and follow up process
  • Implement new sales processes and procedures

    Marketing

  • Gather customer feedback through weekly feedback boards
  • Make a positive contribution to the creation of video content for the website and social media

    Property

  • Ensure security standards are maintained at all times
  • Monitor and maintain health and safety standards eg ensure fire exits are kept clear from obstruction at all times
  • Utilise Safety Cloud for routine health and safety checks
  • Utilise Safety Cloud to manage sub-contractors
  • Report Store Issues to the SM and GOM using the property sifter
  • Progress issues as directed and update the property sifter
  • Liaise with the SM to complete weekly store presentation reviews
  • Maintain general housekeeping to agreed standards

    Support Store Manager

  • Be a positive active influencer on Salesforce
  • Assist the SM in finding solutions to problems by bringing suggestions and options to their attention and actioning as requested
  • Give regular feedback and make suggestions using 'TinyPulse'
  • Make constructive contributions in training, QR's and at the Annual Appraisal
  • Assist with the training of new starters as directed by the SM
  • Preparation of rotas
  • Checking customer SLA's
  • Preparation of stock takes
  • Sub contractor management as requested
  • Weekly building check
  • Ensuring competitor checks are completed and uploaded monthly

    Customer Service

  • Create a positive working environment in line with the ABC Expectations
  • Communicate clearly and positively with the team, SM and GOM using appropriate means
  • Review individual targets and progress against them, then feedback in a positive manner. Seek assistance from the GOM if struggling to find the right message
  • Ensure a huddle is completed every day. Discuss sales and follow ups, the current approach and how that is going to impact on our day, organise the day to ensure tasks are completed i.e. schedule lunches and specific jobs
  • Ensure opportunities are actioned in a timely fashion
  • Ensure Cases are created where appropriate
  • Ensure Cases are progressed
  • Ensure that daily and weekly task lists are completed and e-mail SM to explain why if they are not
  • Ensure that the building is clean and action any cleaning that needs to be completed
  • Action where appropriate and give SM a full update by e-mail on issues such as :
    • Head Office requests
    • Contractor requests
    • Incidents i.e. CMS are called out to the store
  • Raise any personnel issues with the GOM and the SM
  • Think commercially about the business when making decisions
  • Call GOM if you have any queries or concerns!

Please note...
This job description is not intended to establish a total definition of the job, but an outline of the duties.

March 2016


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