The below information outlines the key duties for the position detailed. Celfone Trading prides itself in ensuring that roles provided reflect the up to dates need of the business and also stretches the individuals chosen to carry out these duties.

1. Job Purpose

To ensure the delivery of exceptional customer service standards throughout the store. To accept that customer’s abilities to understand their devices can vary from customer to customer and treat each one as an individual.

2. Main Responsibilities:

● To achieve 100% and above of targets set individually and across the stores as outlined by the Branch Manager,

● To support the management of staff competence with devices through training so as to optimise and sustain sales performance and customer satisfaction,

● To ensure adherence to compliance requirements in all areas of operational activity, company policies and procedures,

● To ensure that the visual presentation of all stores represents the brand image and that all devices are up to date, relevant and accessible,

● To ensure knowledge is up to date especially in light of new releases and product launches,

● To run the Guru appointments system that allows customers to experience their phone and resolve technical queries and follow through repairs,

● To run events in the Community and raise the profile of the Guru and O2 store in the local area.

● To help develop sales opportunities through customer interaction,

● To support other colleagues with technical queries and customer service,

● To seek and continuously develop knowledge of competitor activity and local market conditions,

● To create a positive environment that results in stable retention and a reduction of labour turnover.

● To undertake any other reasonable duties as requested

3. Key Measures

● Targets achieved

● Increased staff knowledge and accountability

● Evidence of and clear continual process improvement

● Clear increased productivity and profitability of stores

4. Key Contacts/Relationships

● External customers

● Directors of the group

● Internal customers across all areas

● Human Resources

● External auditors / Stakeholders

● Regulatory bodies

5. Knowledge, Skills and Experience Needed for the Job

● Proven track record in technical, sales and customer service

● Demonstrable and strong business acumen

● Highly organised with the ability to work in a pressurised environment

● Ability to train and develop the skill and knowledge of others

● Previous retail / Guru experience

● Holds a clean driving licence

● Experience in working within stakeholder parameters and requirements

● Demonstrate best practice at all times.

6. Behaviours

● Customer focused

● Excellent communicator

● Innovative

● Drives the bigger picture

● Strives for success

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