Service Support Specialist (Stock Handling) - Various hours - London Victoria (OPS2044)

Service Support Specialist (Stock Handling) - Various hours - London Victoria

  • Location:
    London Victoria 
  • Business Area:
    Store Staff
  • Department:
    Stock & Loading Bay
Service Support Specialist (Product)

Job title:  Service Support Specialist – Product

Job purpose: To deliver a world leading operational service; ensuring total focus on driving excellent customer service, both on the shop floor and back of house through delivery of a hands on product handling and replenishment service to achieve 100%  accuracy in company procedures and audit compliance. Level 2`s will also train, coach and develop members of the team as requested and  support the Service Manager- Internal to organise the workload and team to achieve results.

Key accountabilities and decision ownership:

  • Deliver a world leading multi-channel customer experience that is unrivalled in the marketplace for both internal and external customers.
  • Manage the customer relationship by responding to customer complaints / queries; face to face, via telephone to maintain customer loyalty.
  • Ensure internal controls and timeframes are adhered to in line with policies and procedures, One Best way and ensure 100% audit compliance.
  • Maintain accurate and robust, stock receipt and despatch procedures and systems, and comply consistently with all loss prevention procedures relating to the movement  and handling of stock both external and internal to the store, including ticketing and tagging.
  • Work effectively with all HOF team members, Brand Partners and 3rd Party contractors to maximise product offer on the shop floor and achieve service excellence.
  • Maintain stockroom, replenishment, product and operational standards to minimise damages.
  • Effectively utilise POS systems and processes to enhance the customer experience to Company Guidelines.
  • Maintain high standards of personal presentation including wearing a name badge.
  • Take an active role in supporting in-store eventing, providing ideas and giving feedback on improvements.

Skills, know-how and experience]:

Must have:

  • Relevant customer facing and administration experience with a consistent career path which reflects the role.
  • Proven track record of delivering results against target and deadlines.
  • Demonstrates attention to detail when dealing with large quantities of information to ensure accuracy.
  • Relevant operational experience with the analytical skills to interpret data and identify opportunities to improve.
  • Computer literate and can demonstrate an ability to learn new software packages.
  • Ability to work as part of a team consistently delivering excellent customer experiences.

Key performance indicators:

  • Audit and procedurally compliant.
  • Adherence to deadlines.
  • Accuracy of all data.
  • Compliant with data protection legislation.
  • Behavioural objectives.
  • 100% compliant in Loss Prevention and Health and Safety policies, procedures and legislation.

The role of Service Support Specialist - Product

This is a back of house role requiring flexibility to support colleagues in other areas of the store when required from time to time.

The role has accountability for delivering exceptional operational standards driving personal business targets through product movement.

It requires the need to provide a sound operational service to support the front of house team to deliver an excellent customer service experience that demonstrates a love and belief of our business.

A large portion of this role is physical, requiring the lifting of goods with the support of equipment.

Continuously looks to learn and develop their service skills, and behaviours in our ever changing retail environment.

Takes an active role in the One Voice One team mentality sharing ideas and identifying opportunities to enhance the store environment and grow the business.

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

Support  is provided from the Service Manager – Internal and the Store Management team.

Close map
London Victoria 
101 Victoria Street, London, United Kingdom, SW1E 6QX
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