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Customer Experience Supervisor

7 months ago

Hawick, United Kingdom Live Borders Full time

**JOB DESCRIPTION AND PERSON SPECIFICATION**

Post Title:
Customer Experience Supervisor

Directorate:
Live Borders

Reporting to:
Relevant Service Manager

**Job Purpose**:
Manage the day to day running of front of house, retail sales, meeting/conference/event bookings, and Café/Bar. Our Customer Service Supervisor will work with the Operations Manager to deliver the highest standard of customer experience; guide and supervise all Customer Experience Assistants, facilitate on the job training and assist in the achievement of targets.

**Responsibilities**:
1. Allocate tasks/job areas to staff on a shift by shift basis, ensuring operational efficiency is maximized.

2. Supervise and train staff in all alcohol sales procedures.

3. Supervise and train staff regarding our welcome and all relevant parts of our visitor experience, including ticketing, retail and catering offer.

4. Responsible for the presentation of all front of house areas including display, preparation and service of food & beverage.

5. Ensure quality and offering of service is maintained to the highest standard.

6. Work within guidelines as agreed with Operations Manager (cost of sales and staff costs) in order to achieve income targets.

7. Ensure all administrative procedures are adhered to: Two week rotas, timesheets, stock control, wastage sheets, food hygiene and cleaning schedules and retail ordering.

8. Responsible for the supervision and training of all service staff.

9. Ensure relevant staff have full knowledge of function requirements.

10. Ensure all Environmental Health standards are met.

11. Manage the recording of temperature controls, food hygiene recording.

12. Cleanliness of work area/customer areas and bar.

13. Effectively manage all food storage/temperature controls.

14. Assist with the proper security of the venue, including key holding duties and reporting.

15. This job description is indicative of the nature and level of responsibility associated with the job. It is not exhaustive and there may be a requirement to undertake such other duties as may be required to meet the needs of the Service or Live Borders

**Other details**:
Requirement to work out of hours or weekends - regular evening and weekend work will be required.

Lone working

Requirement for PVG/Disclosure check - no

**Person Specification**

**EDUCATION**

**Essential**

**Assessed by**

**Desirable**

**Assessed by**

A good all round standard of education

A/I

Recognised Customer Care Certificate

A/I

**EXPERIENCE**

**Essential**

**Assessed by**

**Desirable**

**Assessed by**

Minimum 1 years’ experience of supervising a team

A/I

Reception/ Front of house work in a tourism business

A/I

Experience of cash handling

A/I

Sales/ retail experience

A/I

Keyholding and setting security alarm systems

A/I

Team working

A/I

**SKILLS AND KNOWLEDGE**

**Desirable**

**Assessed by**

**Essential**

**Assessed by**

Knowledge of local area and interest in museums, local history and heritage

A/I

Excellent verbal and written communication skills

A/I

IT proficient

A/I

Numeracy skills

A/I

IT proficient

A/I

**PERSONAL ATTRIBUTES**

**Desirable**

**Assessed by**

**Essential**

**Assessed by**

Good timekeeping

A/I

Ability to contribute confidently in a variety of team settings and work with a wide variety of people and organisations

A/I

**KEY**

**A**:

- Application

**I **- Interview

**R**- Reference

**T**:

- Test

**Job Types**: Part-time, Permanent

**Salary**: £12.89-£13.93 per hour

Expected hours: 30 per week

**Benefits**:

- Additional leave
- Bereavement leave
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Gym membership
- Health & wellbeing programme
- Life insurance
- On-site gym
- On-site parking
- Sick pay

**Experience**:

- Retail sales: 1 year (preferred)
- Customer Service: 1 year (preferred)

Ability to Commute:

- Hawick (required)

Ability to Relocate:

- Hawick: Relocate before starting work (required)

Work Location: In person

Reference ID: 0798