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Service Support Manager - Fixed Term Contract - Epsom (STMGT0562)

Service Support Manager - Fixed Term Contract - Epsom

  • Location:
    Epsom 
  • Business Area:
    Store Management
  • Department:
    Not Applicable
  • Closing Date:
    31 July 2018
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Service Manager Internal

The role of Service Manager - Internal

The role has accountability for delivering all back of house operational activities.  This includes stock movement, stocktake, dealing with 3rd Party contractors, Health and Safety and Loss Prevention. As well as all cash handling and transactional operational activities, cash flow accuracy and investigations, HR Administration and elements of the Stores P&L. 

It requires the role holder to use skills to implement operating, workforce, budgeting and forecasting plans and effectively deliver change initiatives within their area of responsibility. This must be complimented with a daily operational focus on motivating and engaging with the Service Specialist Admin and Product team(s).

It is a cross functional role that requires strong leadership capability and the capacity to be resourceful, flexible and resilient to manage and exploit the opportunities and challenges a HOF department store will present.

To be a trusted partner in our customers lives, by being passionate about supporting our local community and environment by organising events to raise funds for a chosen charity and being knowledgeable about House of Frasers sustainability credentials to support the environment.

There will be the requirement to drive store performance as Duty Manager, deputising for the General / Dual Site / Store Manager when required, influencing HOF teams and Brand Partners across the store and ensuring compliance with all statutory and company regulations.

Stakeholder management is critical. Internally this requires working effectively with other parts of the business to deliver results for the store and the business.

Support  is provided from the General/ Dual Site / Store Manager and Store groups support teams.

This is a store based role. Regional mobility is preferred and travel to other sites will be required from time to time.

Key accountabilities and decision ownership:

  • Lead by example and engage, enable and empower the Service Specialists Product and Admin teams to be ambassadors for the Brand
  • Continually build the capability of the teams through effective resource planning, robust development, performance management and succession planning
  • Deliver operational excellence front and back of house, including stockroom management
  • Deliver a world leading multi-channel customer experience that is unrivalled in the marketplace and achieve all customer measurement targets
  • Ensure an effective customer complaints process is managed to maintain customer loyalty
  • Manage the internal controls and ensure timeframes are adhered to in line with policies and procedures, One Best Way and ensure 100% audit compliance
  • Ensure all relevant Company communications are directed to the relevant stakeholders in a timely manner
  • 100% compliance in Loss Prevention and Health and Safety policies, procedures and legislation
  • Manage an accurate and confidential service safeguarding both personal and electronic file information for HR and Financial data
  • Ensure visual and retail environments and standards are prime and compliant with all internal guidelines, policies and external legal requirements
  • Develop a one team approach by working effectively with all HOF team members and Brand Partners to maximise product offer on the shop floor and achieve service excellence
  • Work effectively with all 3rd party contractors to ensure the environment is safe, clean and secure
  • Achieve contribution targets by taking ownership for all direct controllable elements of the Profit and Loss account
  • Planning, preparing and delivering successful Stocktakes
  • Support the implementation of the monthly event calendar activities in a commercial and timely manner
  • Champion the Responsible Retailer KPI and deliver consistently to plan against all KPIs and audit guidelines
  • Undertake all activities in relation to Duty Management and deputise for General / Dual site/ Store Manager

Skills, know-how and experience:

Must have:

 

  • Line Management of a team within a fast moving consumer goods, fashion or retail environment
  • Relevant operational experience with the analytical skills to interpret financial data and identify opportunities
  • An understanding of Health & Safety legislation
  • The ability to influence and challenge at all levels
  • Commercially astute with an ability to interpret a standard Profit and Loss report to identify business opportunities
  • Proven track record achieving Operational KPI’s and delivering tangible results against deadlines.
  • Computer Literate with the ability to learn new programs

Preferred:

  • Experience of leading change management initiatives
  • Stakeholder management

Key performance indicators:

  • People KPIs- Engagement scores, Shape workforce planning measures, Team turnover, absence, quality objectives and performance conversations completion
  • Operational KPIs- Compliance with business procedures, Audit, Stocktake, Loss Prevention

Direct reports: 

  • Service Specialist Teams – Admin and Product

 
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Location
Epsom 
42 Ashley Centre, Epsom, United Kingdom, KT18 5DB
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