Customer Service Assistant - Key Holder

at  Dunelm

OVERVIEW

Colleague Experience Assistant Key Holder’s have accountability for the opening and closing of the store. They create a strong performance sales culture within the store, bringing value and joy to our colleagues and our customers whilst connecting them with our products in the process. Along with this, they have overall accountability for creating a first-class shopping experience, delivering high shop floor standards by landing all ME’s and campaigns right first time and maximizing sales through excellent on shelf availability and strong recovery standards.
The Colleague Experience team collaborate with our Store Manager to ensure they identify and develop the capabilities of all colleagues in our store. They focus on improving colleague engagement and creating a psychologically safe environment with diverse and inclusive teams promoting enhanced performance through coaching and developing the colleagues. They act like an owner effectively communicating the why, how and who, with a right first-time approach. They ensure the joy is delivered to our customers, through excellent service within our stores.
Pay rate - TBC
Dunelm is committed to becoming a fully inclusive business that is representative of our customers and locations. We recognise the value in diversity and welcome applications from all candidates regardless of sex, age, race, religion, ability, gender or sexual identity, socio-economic background or education. We are committed to making Dunelm a place where everyone can enjoy a successful career and have systems in place to support all our colleagues. We are seeking applications from candidates who share our values and celebrate diversity in all its forms.

• Coach the team to have a Customer First mentality and ensure that all Hosts are actively acknowledging and engaging with all customers within their allocated zones.
• Ensure that all customer queries are acknowledged, understood and actioned upon in a timely, professional manner and that any preventative measures are put in place.
• Coach the team to effectively manage the service experience in Made To Measure (M2M) by maintaining communication with customers, tracking orders, and liaising with suppliers/manufacturing centre to resolve any remake requests.
• Establish connections with the local community through various channels to enhance the visibility of our stores, focusing on increasing our Facebook community group followers to capitalise on local sales & marketing opportunities.
• Complete monthly observations on all Hosts and provide constructive feedback and relative training to improve service.
• Drive On Time In Full (OTIF) performance and fast scores for collections by effectively monitoring and coaching the team on an operationally efficient Click & Collect Service.
• Drive Fast & Friendly performance in store by utilising service observations templates and coaching skills to continually improve and evolve service in store.
• Support the Store Coach by completing the weekly schedules generated from an accurately updated Base Rota, maintained regularly by the Store Coach in line with the company guidance.
• Regularly celebrate and recognise great performance to drive engagement and connection with the team.
• Support the Store Coach in all people processes
• Conduct progress conversations and career conversations with all colleagues to support our store succession plan.
• Conduct wellbeing 121’s with all colleagues to support our colleague wellbeing agenda.Support the Leadership Team in implementing the Engagement action plan.
• Maintain Thrive training compliance by ensuring that all colleagues complete all allocated training including Friendly & Helpful training and at least 30% of the colleague headcount receives expert training on Thrive.
• Encourage and support all colleagues to be their own authentic self, embracing colleague diversity in store.
• Build a colleague work base that is an embrace of the local community.
• Maximise productivity and team consistency and coach the team to consistently follow the One-Way delivery/Recovery Model principles.