About the role:
To assist the branch manager efficiently and effectively with all customers’ work flow through your branch.
To assist the branch manager with all activities within your branch, ensuring that all policies and procedures are adhered to.
To assist with the achievement and maintenance of key performance indicators (KPI’s) introduced by the Company.
To assist with the development of customer relationships to enhance new and existing business.
To assist with the management of all employees fairly and reasonably within your branch.
When appropriate to undertake fitting duties to assist the branch in fulfilling customer needs.
In the absence of the branch manager, for whatever reason, to take responsibility for running the branch and all related tasks including branch security.
Customer Service:
* To communicate with customers, both internal and external, both ‘face to face’ and via the telephone in a polite, respectful and professional manner at all times.
* Ensure all communications undertaken are managed and monitored to ensure efficient feedback at all times.
* To understand the key requirements of all customers and to ensure their requirements are met.
* To assist with the management of customer complaints effectively and escalating where necessary.
* To positively promote the image of both the Company and National Windscreens.
Employee Management and Development:
* To assist in the recruitment and induction of employees.
* To assist with the motivation of employees within your branch and to aid their progress in achieving and maintaining standards in accordance with the NVQ programme.
* To communicate with all branch employees in a polite, respectful and professional manner at all times.
* Where instructed to allocate work in an efficient and effective way, to enable customer needs to be met.
* To assist your branch manager with employee performance monitoring.
* To assist your branch manager in implementing new procedures and new equipment.
* Where instructed to assist with the management of hours of working including call out rotas to provide adequate coverage.
* Where instructed to accurately complete and manage employee timesheets, and ensure all employees provide necessary documents regarding absence and for both parties to utilise the Cascade system for recording of holiday and absences.
* To deal with, or elevate where necessary any issues raised by your branch employees.
* In the absence of your branch manager to facilitate branch meetings where necessary.
Quality, Safety and Risk Assessment:
* To comply at all times with the standards required by the Company’s ISO quality accreditation where they affect your branch.
* To adhere to, understand and be fully conversant with the Company’s Health and Safety policy and to assume a duty of care for yourself, your branch employees, customers and the general public.
* Ensure the adherence to customer Health and Safety working on site regulations where they affect your branch.
* You will be expected to dress professionally at all times.
* Any personal protective equipment (PPE) must be worn at all times without exception, whether issued by the Company or by our customers.
* You will ensure that all employees under your care wear appropriate PPE at all times.
* It is your duty to report any infringements of quality or safety to the Company’s Compliance Manager and/or the Quality & Safety Manager.
Company Vehicles:
* To assist your branch manager where instructed to check all vehicles assigned to your branch employees, ensuring they are maintained and serviced appropriately in line with company policy.
* To assist with ensuring all vehicles are kept clean and tidy at all times.
* To assist with monitoring adherence at all times with the Company’s Vehicle and Driving Policy.
Stock, Cash, Administration and IT:
* To assist with controlling and ordering stock and consumable items to aid the smooth running of your branch.
* To assist with physical stock takes and the management of accurate records as required.
* Where instructed to assist with all petty cash, customer and employee cash transactions ensuring company procedure is followed at all times.
* To accurately complete all documentation relevant to your role.
* To be competent with all the company’s communications and computer software packages.
* To embrace change and learn the Company’s software to assist in the professional delivery of the tasks in your role.
Flexibility:
* You may be required to work beyond your normal working hours at short notice due to the nature of the role and the expectations of customer needs.
* You may be required to assist with the management of other branches within the business from time to time.
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