The Supervisor supports the Store Manager and Assistant Manager in leading sales assistants to deliver commercial targets and excellent customer service. Key responsibilities include driving sales through merchandising initiatives and knowledge of reports/tools, supporting colleagues to achieve KPIs through coaching, managing rotas and tasks, and ensuring high standards of operations, customer service, and risk/loss prevention through compliance with company policies and procedures.

1. job role outline – supervisor
job role outline
The Supervisor, as an integral part of the Store Management team, supports the Store Manager and Assistant
Manager in leading and developing Sales Assistants to deliver a commercial offer. The Supervisor supports the
implementation of company policies and procedures, driving sales and KPI targets for the store while maintaining
customer service excellence and operational best practice.
Main duties and responsibilities
This role outline gives comprehensive details of your duties; however it is not fully inclusive of any additional
reasonable duties or tasks as required by your Store Manager or Assistant Manager. You are responsible for
supporting the delivery of profit targets through leadership, development, commercial offer, customer service and
high standards of operation and compliance.
Sales / KPIs
• Fully conversant with all product we offer in order to maximise sales within store.
• Utilise your team’s skills and drive merchandising initiatives to ensure the store presents a vibrant, exciting
image.
• Fully conversant with the required merchandising principles standards in order to deliver commercial best
practice.
• Develop your knowledge of available reports and information tools in order to drive sales (for example SMP,
MAP, Intranet).
• Support the use of the store twitter account and assist with engagement with local stores, businesses and
student unions to maximise the profile of your store within the community.
• Ensure all colleagues are aware of relevant store targets and KPIs in order to maximise performance.
• Support the coaching and training of your team to ensure that your store consistently achieves your Balanced
Scorecard KPIs.
• Develop understanding of financial information in order to assist with the management of budgets for the store
and to maximise sales opportunities.
• Support your Store Manager and Assistant Manager in managing store controllable costs in line with best
practice.
People
• Maximise the performance of all Sales Assistants by coaching and empowering them to reach their full potential
and to facilitate succession planning as appropriate.
• Support the Store Manager and Assistant Manager in ensuring that store FTE and store needs are managed in
line with your allocated budget.
• Assist your Store Manager and Assistant Manager with the management of employee relations in consultation
with HR where necessary eg: Performance, absence, disciplinary.
• Support recruitment and selection of new colleagues and assist with delivering an effective induction for all new
starters.
• Take responsibility for daily rotas and delegation of Sales Assistant tasking when required.
• Monitor the performance of Sales Assistants and where neccesary assist your Store Manager and Assistant
Manager with managing poor performance in line with HR procedure.
June 2015
job title: Supervisor
line manager: Store Manager

2. • Flexibility with working shifts to support the needs of the business.
• Support company events and courses, attending when required. Support the implementation of actions agreed
with your Store Manager and Assistant Manager from the annual Your Shout results to further drive
enagagement.
• Take an active role in your own development and that of your colleagues through the use of appropriate training
initiatives, ensuring the requisite level of product knowledge in conjunction with Nipperpedia.
Standards
• Drive high standards of housekeeping for both front and back of house, following the standards set out in
Merchandising Standards/Your Store Expectations
• Support the close monitoring of Your Store Expectations and ensure that these are signed off as appropriate.
• Ensure all processing and returns are managed according to Company policy.
• Ensure that Your Store Expectations are closely followed and are signed off as appropriate in consultation with
your Store Manager and Assistant Manager as appropriate.
• Compliance to all store/regional/central communications eg: Daily news/red alert/regional conference calls.
• Awareness and full support of Company initiatives launched and any that are ongoing.
• Carry out your work in an environmentally responsible manner, acting on opportunities to save energy and
materials and to recycle waste.
Service
• Cultivate a customer service culture within your store. Maintain high standards in customer service at all times
in line with the Customer Service Commitment.
• Drive Hear My Voice response rate and play an active role in using the information gathered to assist with
driving the store service plan.
• Support the Store Manager and Assistant Manager in creating a service culture in your store, where your
customer is the number one priority for all members of your team.
• Drive service KPIs of till attach, ATV and Pure in line with Company policy along with your store’s “overall
satisfaction rate” in line with company target..
Risk & Loss Management
• Responsibility for developing your own knowledge of Loss Prevention Compliance, supported by your Store
Manager and Assistant Manager.
• Fully understand, implement and and support the Company’s Loss Prevention and Health & Safety policies and
procedures to reduce risk and loss.
• Ensure that all colleagues follow guidelines and deliver a visual shop floor deterrent via a customer service
approach, in order to identify and reduce the opportunity for theft.
• Ensure that Company procedure is adhered to in all aspects of Cash Office compliance, including daily cashing
up and adherence to the Store Manager’s Cash Office Checklist.
• Ensure that stockcounts are properly executed and work to achieve provision. Ensure post count investigations
are conducted promptly and thoroughly so that an accurate result is posted.
• Ensure any incidents and accidents are reported promptly with your Store Manager and Assistant Manager and
ensure they are communicated via the online reporting tool.
• Ensure any requested weekly feedbacks are completed promptly with special attention paid to specific group
code requests.
• Manage stock loss with your team by regular communication, engagement, floor walking and training.
June 2015