| CUSTOMER SERVICE ASSISTANT
| JOB PURPOSE |
| To provide a friendly and efficient service to every customer, ensuring they have a positive experience and a reason to revisit Coral shops. To promote our products in a professional and enthusiastic manner, thereby contributing to the achievement of net profit targets. |
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. (This may include offering complimentary drinks where appropriate).
- 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
Bet Acceptance and Payment
- All bets/transactions are taken, processed and paid out swiftly and efficiently, and 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).
Product Knowledge and Selling
- To actively promote betting opportunities to customers by acquiring and maintaining a thorough understanding of Coral products and a competent knowledge of topical sporting events and betting opportunities.
Shop Presentation
- To ensure that the shop is tidy and free from litter; carrying out regular tidy ups to maintain a clean, tidy and safe customer and staff area and adhering to company standards with regard to Health and Safety at work.
- To ensure that you participate in all parts of shop presentation, including merchandising as requested by the Duty Manager
Daily Accounting
- Ensure that all transactions are accounted for in accordance with company procedures.
Personal Standards
Jobholders, in their role as part of the Shop 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
- 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).
| This Job Description is intended to provide a brief overview of the role of the Customer Service Assistant. It is not an exhaustive list and the range of duties may change from time to time in line with operational requirements and changes within the industry. However, Coral will ensure any changes are within the capabilities of the jobholder and will provide coaching where appropriate. |
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.
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