Supervisor in London

Reports to: Shop Manager

Responsible for: Team Members

Purpose of Role

To assist the management team in the smooth running of the shop, delivering the highest possible standards of customer experience and product quality through leading, supporting and coaching of the team whilst on duty. To oversee the smooth running of the shop in the absence of the manager.

Key Objectives

• Acting as a role model and leading the team to provide an excellent experience and outstanding product quality for each and every customer who visits the shop, ensuring that all customer needs are exceeded at all times.
• Ensuring that the preparation and service of all products is completed to the correct standards at all times.
• Planning, organising and monitoring the workload and productivity of the team whilst promoting excellent teamwork.
• Assisting the manager with daily and weekly management tasks and responsibilities to ensure the smooth running of the shop.
• Taking responsibility for all company policies and legal requirements whilst on duty as required.
• Following reasonable instruction from the management team and carrying out miscellaneous duties as required at all times.

Responsibilities

Retail duties and experience

• Ensuring a fast, efficient service by monitoring that customers are not kept waiting at any time.
• Ensuring that team members have a good level of product knowledge and are capable to assist customers with their questions and requirements at all times.
• Driving sales by leading promotional activity on shift, such as sampling and encouraging customers to try new products.
• Dealing effectively and courteously with any customer complaints, ensuring that these are always resolved before the customer leaves as much as possible; investigating the causes of any complaints and reporting these to the manager.
• Leading the team to maintain the shop's product display by ensuring it is consistently meeting guidelines, always well-presented with the correct labels, and full of the correct products for the time of day.
• Communicating effectively with the rest of the team regarding potential product shortages to prevent items from running out and keeping the displays looking full.
• Leading customer experience activity for the team, including the monitoring of customer feedback trends and loyalty card holders and feeding these back to the manager and team.

Production duties and experience

• Ensuring a fast, efficient service by monitoring product levels with the retail team and ensuring good product availability; communicating effectively with the rest of the team regarding potential product shortages to prevent items from running out and keeping the displays looking full.
• Ensuring that no sub-standard products are put out for display or served to a customer at any stage.
• Recording and reporting any wastage to the manager.
• Ordering, accepting delivery and processing supplier invoices.

General duties and experience for all Supervisors

• Maintaining team member personnel and training records and payroll administration.
• Managing the team member induction process, ensuring that all new starters receive a fantastic welcome, effective training period, and are signed off to the required standard.
• Maintaining the stock management process, including ordering, monitoring the correct processing of deliveries, creation of production plans and returns.
• Monitoring stock wastage on a regular basis, including correct processes and controls to minimise wastage levels; minimising stock wastage through correct ordering and receiving stock procedures, stock rotation and product labelling.
• Maintaining correct stock levels of non-consumables through ordering control.
• Analysing product quality and consistency on a regular basis, and working with the manager to ensure the correct standards are achieved.
• Ensuring that Food Safety controls are followed at all times, including participating in safety audits and implementing suggestions for continuous improvement.
• Undertaking any duties as required to ensure the smooth weekly running of the shop.
• Following weekly administration procedures as required and assigned by the manager to assist with the day-to-day running of the shop.
• Assisting the manager to follow up on any performance issues, e.g. lateness, discrepancies, incidents; participating in regular team job chats.
• Ensuring that the team are fully briefed and trained on any new products, and any promotional activity, as appropriate.
• Following all team member responsibilities and leading the team to deliver these.
• Assisting with running team meetings and producing weekly/monthly team communication to ensure the smooth running of the shop.
• Taking responsibility for being a key holder of the premises, including all related policies and procedures.
• Following all company financial policies and procedures including cash handling guidelines and till code of practice.
• Ensuring that the security of the cash and stock is maintained.
• Leading team briefings as and when appropriate.
• Leading and monitoring all required procedures for the opening and/or closing of the shop.
• Notifying the manager of any performance issues, e.g. lateness, discrepancies, incidents.
• Dealing with any issues that arise each shift promptly and professionally, seeking advice from the manager where necessary.
• Following daily admin procedures as required and assigned by the manager to assist with day-to-day running of the shop.
• Adhering to all aspects of fire safety, Health & Safety, Food Safety, Trading Standards, COSHH and other company policies.
• Assisting with the delivery of fire training and other required safety training as needed.
• Wearing the uniform with pride and maintaining the highest level of personal hygiene.
• Planning and leading all required cleaning duties, and ensuring that all areas of the shop are maintained to the agreed standards of cleanliness and hygiene and left accordingly at the end of the shift.
• Ensuring that the team are working in a clean, safe and hygienic manner at all times, including responsibility for the health, safety and welfare of all customers, colleagues and yourself.
• Attending regular company meetings as required.
• Undertaking any duties as required to ensure the smooth daily running of the shop.

Attributes

• Passion for leading an excellent customer experience.
• Passion for leading food and drink quality.
• Excellent communication skills including verbal English.
• Fantastic standards and a professional approach.
• Outgoing and lively personality.
• Flexible and committed.
• Highly motivated.
• Team player.

The above are key tasks for the role but please note that this is not an exhaustive list and may change from time to time in line with business needs.