One Stop is looking for someone who enjoys helping others and solving problems. In this role, you will support our franchise store teams by answering questions, resolving issues, and helping day‑to‑day operations run smoothly. Queries will come through phone and email.
This role involves speaking with franchise colleagues to understand their queries and using clear processes and knowledge bases to find solutions. There are opportunities to build relationships across the business, working with different teams and using systems to investigate and resolve issues.
You will also play a part in improving how things work for our stores and customers.
* Providing support, coaching, and guidance to Franchise stores via a telephone helpline, email, and Slack, covering:
1. Store ordering
2. Ranging/scanning issues
3. Stock and delivery procedures
4. Till operations and functionality
5. Store back‑office operations
6. Basic IT queries
7. Supplier issues
* Supporting Business Development Managers as required
* Logging all queries accurately via the Zen Desk call logging system
* Responding to wider business queries relating to stores and operations
* Delivering expert guidance on store procedures, including cash handling, stock, delivery processes, and back‑office functions
* Access and operate stores' EPOS systems remotely to troubleshoot and support
* Ensure all enquiries are handled professionally, courteously, and in a timely manner
* Escalate unresolved issues to appropriate colleagues to ensure quick resolution
* Work with the helpdesk team to identify and flag recurring issues
* Gather and analyse data to support decision‑making for self, team, and management
* Visit stores to build knowledge and strengthen relationships
* Stay up to date with all retail communications
* Make informed, customer‑focused decisions
* Collaborate cross‑functionally to achieve the best outcomes
* Take ownership and accountability for decisions and actions
* Demonstrate company values in all communications
Experience relevant for this job
* Strong communication skills
* Analytical thinking and decision‑making ability
* Confident IT user (PC literate)
* Experience using remote access software
Qualifications
* Good standard of secondary education
* Numerate and literate
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