Role Purpose
To assist the store directors in delivering the vision, business objectives and a positive experience to customers that encourages repeat custom and loyalty to the brand. To be the first point of call for customers, delivering exceptional Specsavers customer service whilst managing customer flow into store.
Principle Accountabilities
* Welcome, meet and greet customers as they arrive in to store and check them in for their appointments across all categories and direct them to the relevant representative or area appropriately.
* Manage customers\' initial experience ensuring the team deliver a first-class experience that benchmarks favourable against competitors.
* Manage the queue and identify promptly when help is required to manage the queue to the Practice Manager or any other senior member of staff.
* Ensure that GDPR regulations with respect to store host responsibilities is taken care of.
* Sort and Identify bookings accordingly as per their complexity – Complex or Normal or any other category
* Keep customers informed on their arrival of what they should expect during their visit to the store.
* Be the initial point of contact for walk-in customers, arranging repairs or answering questions & queries where appropriate.
* Manage, operate and make bookings on the booking system.
* Help to manage the flow of collection appointments and then direct them accordingly.
* Monitor the clinic flow and ensure they are able to communicate any delays or opportunities for walk-in appointments to customers.
* Work closely with the shop floor colleagues to shape and improve efficiencies throughout the customer journey.
* Drive the store customer journey key performance indicators (KPls)
* Influence, challenge and involve others, aligning personal values with those of the company to instil a high-performance culture.
* Communicate and cascade information effectively at all levels and to a diverse audience.
* Champion the brand working closely with the team to ensure brand reputation is always upheld.
* Ensure your own personal development is actively undertaken and in line with the business objectives.
* Manage change positively and encourage cross team working aligned to Specsavers vision and values.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your line manager or changing of role within the organisation and the overall business objectives of Specsavers Perth.
The Individual
The host should be an ambitious individual with previous experience in retail with aspirations to grow. The individual should confident across all categories and with experience in managing and co-ordinating clinics and teams.
* Experience of operating in the retail sector
* Strong ability to multi-task
* Approachability
* Confident across all categories
* Ability to adapt to varying customer needs and queries.
* Proven ability to lead a team.
* Strong problem-solving skills
* Be self-driven and be able to effectively deliver through teams.
* Operating in the optical and/or hearing sector
* 1-2 years in a retail or similar setting
Job Types: Full-time, Part-time, Permanent
* Company pension
* Referral programme
Seniority level
* Entry level
Employment type
* Full-time
* Part-time
* Permanent
Job function
* Design, Art/Creative, and Information Technology
* Retail
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