At a Glance
- Tasks: Support franchise teams by solving problems and answering queries via phone and email.
- Company: Join One Stop, a dynamic company focused on helping others and improving operations.
- Benefits: Gain valuable experience, develop communication skills, and work in a supportive environment.
- Other info: Opportunities to build relationships and grow within the company.
- Why this job: Make a real difference by helping stores run smoothly and enhancing customer experiences.
- Qualifications: Strong communication skills and a good standard of secondary education required.
The predicted salary is between 24000 - 28000 £ per year.
One Stop is looking for someone who enjoys helping others and solving problems. In this role, you will support our franchise store teams by answering questions, resolving issues, and helping day-to-day operations run smoothly. Queries will come through phone and email.
This role involves speaking with franchise colleagues to understand their queries and using clear processes and knowledge bases to find solutions. There are opportunities to build relationships across the business, working with different teams and using systems to investigate and resolve issues. You will also play a part in improving how things work for our stores and customers.
Providing support, coaching, and guidance to Franchise stores via a telephone helpline, email, and Slack, covering:
- Store ordering
- Ranging/scanning issues
- Stock and delivery procedures
- Till operations and functionality
- Store back-office operations
- Basic IT queries
- Supplier issues
Supporting Business Development Managers as required. Logging all queries accurately via the Zen Desk call logging system. Responding to wider business queries relating to stores and operations. Delivering expert guidance on store procedures, including cash handling, stock, delivery processes, and back-office functions. Access and operate stores’ EPOS systems remotely to troubleshoot and support. Ensure all enquiries are handled professionally, courteously, and in a timely manner. Escalate unresolved issues to appropriate colleagues to ensure quick resolution. Work with the helpdesk team to identify and flag recurring issues. Gather and analyse data to support decision-making for self, team, and management. Visit stores to build knowledge and strengthen relationships. Stay up to date with all retail communications. Make informed, customer-focused decisions. Collaborate cross-functionally to achieve the best outcomes. Take ownership and accountability for decisions and actions. Demonstrate company values in all communications.
Experience relevant for this job:
- Strong communication skills
- Analytical thinking and decision-making ability
- Confident IT user (PC literate)
- Experience using remote access software
Qualifications:
- Good standard of secondary education
- Numerate and literate
One Stop - Franchise Helpdesk Advisor employer: OneStop
One Stop is an exceptional employer that values teamwork and problem-solving, providing a supportive environment for its Franchise Helpdesk Advisors. With opportunities for professional growth and the chance to build meaningful relationships across various teams, employees can thrive in a culture that prioritises collaboration and continuous improvement. Located in a dynamic retail setting, One Stop offers a unique advantage by allowing staff to engage directly with franchise stores, enhancing their operational knowledge while contributing to the success of the business.
StudySmarter Expert Advice🤫
We think this is how you could land One Stop - Franchise Helpdesk Advisor
✨Tip Number 1
Get to know the company! Research One Stop and understand their values and operations. This will help you tailor your conversations and show that you're genuinely interested in helping their franchise teams.
✨Tip Number 2
Practice your communication skills. Since you'll be answering queries over the phone and email, make sure you can explain things clearly and concisely. Role-play with a friend or family member to get comfortable!
✨Tip Number 3
Be proactive! If you notice any common issues or have ideas for improving processes, don’t hesitate to bring them up during your interviews. It shows initiative and that you’re ready to contribute from day one.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re tech-savvy and ready to use the systems we have in place.
We think you need these skills to ace One Stop - Franchise Helpdesk Advisor
Some tips for your application 🫡
Show Your Problem-Solving Skills:In your application, make sure to highlight any experiences where you've successfully solved problems or helped others. We love candidates who can demonstrate their analytical thinking and decision-making abilities!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language that reflects your communication skills, as this role involves a lot of interaction with franchise colleagues.
Tailor Your Application:Make sure to customise your application to fit the job description. Mention specific skills or experiences that relate to supporting store operations and using IT systems, as these are key aspects of the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at OneStop
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Franchise Helpdesk Advisor. Familiarise yourself with common queries and issues that franchise store teams face, such as stock procedures and till operations. This will help you demonstrate your problem-solving skills and show that you're ready to hit the ground running.
✨Show Off Your Communication Skills
Since this role involves a lot of interaction with franchise colleagues, practice articulating your thoughts clearly and concisely. Think about examples from your past experiences where you've successfully resolved issues or helped others. This will highlight your strong communication skills, which are crucial for this position.
✨Be Ready to Troubleshoot
Brush up on your IT skills and be prepared to discuss how you would handle basic IT queries or troubleshoot issues remotely. Familiarise yourself with common software and systems used in retail environments, as well as the Zen Desk call logging system mentioned in the job description. This will show that you're proactive and tech-savvy.
✨Demonstrate Your Analytical Thinking
Think of examples where you've had to analyse data or gather information to make informed decisions. In the interview, be ready to discuss how you would approach identifying recurring issues and improving processes for the stores. This will showcase your analytical thinking and decision-making abilities, which are key for success in this role.
