DEPUTY RETAIL MANAGER

JOB PURPOSE

To assist the Shop Manager (including fulfilling duty management responsibilities) in ensuring achievement of annual shop net profit budgets through delivery of outstanding customer service and retail standards.

KEY AREAS

Customer Service

• Ensure that every customer receives the highest standard of service at all times.

• A friendly greeting is extended to all customers when entering the shop. Where this is not possible, the greeting is extended to customers approaching the counter.
• All transactions are accompanied by eye contact and a friendly ‘thank you’.
• A special effort is made to talk to customers and develop relationships.
• Serving customers is priority 1 – everything else can wait.
• A friendly goodbye, wherever possible, is extended to customers leaving the shop.

• Topical betting opportunities and new products are ‘talked about’ and ‘talked up’ to customers.
• Shop is tidy and free from litter – clear evidence of regular tidy ups.
• Second till is always open and used to minimise queues/service delays 
• Audio volume is sufficiently loud to generate high customer interest and a vibrant shop atmosphere 

Managerial Duties

• When deputising for the Manager, undertake all managerial duties as appropriate and as detailed in the Retail Manager’s Job Description.
• Assist the Manager in all aspects of the day to day running of the shop, carrying out any delegated tasks as appropriate.
• Company health and safety standards are complied with
• Ensure the Company’s legal obligations with regard to LBO operation are fully observed at all times.
• Ensure agreed social responsibility steps are consistently maintained in order to assist problem gamblers. Ensure staff team maintain alertness and appropriately intervene to prevent under 18s entering the shop or betting.  

Shop Presentation and Retail Standards

• Shop is clean and well presented externally and internally – including toilets.
• Window and internal merchandising is 100% in compliance with page 7 directions; 100% of the time. Writing on posters is neat and bold. Manager’s board is effectively used to promote today’s key selling opportunity. Shop layout matches ‘SMART’ directions.       
• All machines are in working order, clean and agreed merchandising is accurately displayed. Any machine faults are reported immediately.
• Gamcare merchandising is displayed as directed.

Customer Service Assistant Duties

Undertake Customer Service Assistant duties as and when required           

• Ensure all bets/transactions are taken, processed and paid out swiftly and efficiently, and in accordance with company procedures.
• Ensure that all transactions are accounted for in accordance with company procedures.
• All prices requested by customers are checked, with accuracy ensured.
• All bets are translated speedily and accurately
• Details of bets paid are thoroughly checked to ensure accuracy and cash checking thresholds are strictly adhered to.
• Cash shortages are swiftly and thoroughly investigated to identify causes and eliminate errors (e.g. over-rings).

Personal Standards

Jobholders, in their role as part of the Shop Managerial team, are expected to conform to the following behavioural standards:

• Demonstrate enthusiasm and a willingness to be flexible
• Maintain an acceptable timekeeping and attendance record
• Demonstrate a positive and constructive attitude to change
• Always maintain a high standard of dress and appearance wearing uniform as supplied
• Exert a positive behavioural influence on shop team members and lead by example.
• Present a professional and positive image of the Company at all times 

Social Responsibility

Maintain awareness of legal and social responsibility requirements in order to sensitively and professionally assist any problem gamblers and ensure legal adherence (e.g. no under 18’s)

WHAT TO DO NEXT

Click here to complete our online application form

Alternatively contact our recruitment hotline on 020 8595 1955 to request an application form.