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Senior Sales and Service Support Assistant, London
Client:
Location:
London, United Kingdom
Job Category:
-
EU work permit required:
Yes
Job Reference:
40310317d73c
Job Views:
29
Posted:
24.03.2025
Job Description:
Key Responsibilities
1. Office Customer Service Management
Management and follow-up of Customer Services
- Contribute to your team’s effort in managing services to customers (customer contact and complaints handling, follow-up in relevant store IT tools)
- Be responsible for the quality of follow-up for all customer services (customer requests, special and personalised orders, reservations and wishes, remote sales, repair requests, online sales) by setting up follow-up routines in the schedules of your team.
- Be a real partner to sales team to optimise and simplify the back-office follow-up of those services.
2. Performance follow-up and continuous improvement on Customer Services
- Be responsible for the business performance of all service-related operations.
- Monitor conversion rates and average durations for reservations and customer requests.
- Monitor lead times at each relevant step of the aftersales & repair lifecycle.
- Challenge the recourse to the customer request service by sales team when relevant, to push sales for products available in store.
- Manage and supervise the work of internal leather artisan and/or tailor if any.
3. Control and Procedures
Till controls
- Support on morning store opening (till opening, key checks etc)
- Supervise till closing with sales teams and/or cashiers after the store has been closed.
- Be responsible for accurate till controls and cash remittances (to the safe, to the bank).
- Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales).
4. Stock Controls
- Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies.
5. Compliance and knowledge on internal procedures
- Manage the store archiving for relevant documents, following the local and Group internal control rules.
- Support sales teams towards a perfectly accurate use of their digital tools and be the store’s key user on service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue.
- Be responsible for the application of procedures related to internal control and health & safety.
6. Administration
HR & Store Team Administration
- Manage the staff rotas to optimise sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
- Coordinate with external agencies to plan external / temporary staff.
- Liaise with your HR department to consolidate resumes and applications received at store level.
- Manage and/or organise internal communication: information dispatch, notes, organisation chart or contact list updates, etc.
7. Store orders
- Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms.
- Ensure the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing.
- Follow-up general costs.
8. Maintenance & Security
- Be responsible for store day-to-day maintenance (lighting, cleaning, access, security…): coordinate with suppliers and Head Office, ensure timely interventions, control the quality.
9. Management
Global performance follow-up
- Follow up closely the quality of interactions of your team members with customers and make sure they are in line with Hermès Standards of excellence.
- Organise weekly morning briefs with your team and provide regular feedbacks to your Store Manager.
- Develop your team member’s ability to back each other up in case of absence.
10. Individual performance follow-up and development
- Participate in the training process for newcomers in your team: Hermès culture, product knowledge and other specific job responsibilities.
- Continuously coach and train your team members on all knowledge and skills necessary to the pursuit of the team’s objectives.
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