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Colleague Service Manager

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Dunelm

Nov 6, 2024

Applications are closed

  • Job
    Full-time
    Mid Level
  • Customer Relations
    People, HR & Administration

Requirements

  • You are a motivational and inspiring individual with proven success in a supervisory position, always achieving results and maintaining high expectations.
  • Be completely comfortable and confident in a sales environment and always self-assured in exceeding targets whilst maintaining a “keep-it-simple” approach.
  • Be a flexible individual able to work across the weekends and evenings.
  • Your respectful and committed nature will ensure that the care of your team is of high priority to you and working closely with other Team Leaders throughout the store, as well as the Deputy Store Manager and Store Manager, means you’ll be an effective communicator, committed to success throughout both your department and the entirety of Dunelm.

Responsibilities

  • 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.

FAQs

What is the primary responsibility of a Colleague Service Manager?

The primary responsibility of a Colleague Service Manager is to create a strong performance sales culture within the store, ensuring high standards of customer service and a first-class shopping experience while developing and coaching store colleagues.

What skills are required for this position?

Candidates should possess strong motivational and inspiring qualities, be comfortable in a sales environment, and have proven success in supervisory roles with a commitment to achieving results.

Is experience in retail or sales necessary for this role?

Yes, experience in a sales environment and a supervisory position is preferred to effectively manage and coach the team.

Are there opportunities for colleague development in this role?

Yes, the Colleague Service Manager is responsible for conducting progress and career conversations with colleagues to support their growth and the store's succession plan.

What does the training compliance entail?

The Colleague Service Manager must ensure that all colleagues complete their allocated training, including Friendly & Helpful training, and that at least 30% of the team receives expert training on Thrive.

Will the Colleague Service Manager work weekends and evenings?

Yes, flexibility to work across weekends and evenings is required for this position.

How does this role contribute to community engagement?

The Colleague Service Manager is responsible for establishing connections with the local community to enhance visibility and promote sales opportunities, including increasing social media presence.

What is the importance of colleague wellbeing in this role?

Supporting colleague wellbeing is a priority, and the Colleague Service Manager conducts wellbeing one-to-ones and implements initiatives in line with the colleague wellbeing agenda.

How will performance be monitored and improved?

The Colleague Service Manager will conduct monthly observations on all Hosts, providing constructive feedback and training to continually enhance service performance.

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Dunelm

The Home of Homes

Retail & Consumer Goods
Industry
10,001+
Employees
1979
Founded Year

Mission & Purpose

Dunelm is a well-known UK-based homeware retailer that offers a wide range of products for home improvement and decoration. They specialise in selling items such as furniture, bedding, curtains, rugs, lighting, and kitchenware. Their ultimate mission is to make homes beautiful and comfortable by providing high-quality, stylish, and affordable homeware products to customers. Dunelm's purpose is to help people create a living space they love, by offering a diverse selection of home essentials and accessories that cater to different tastes and lifestyles. They aim to be the go-to destination for individuals looking to enhance their living spaces with top-notch products and excellent customer service.

Culture & Values

  • Stronger together

    We value connection, inclusion, team work and clear communication, engaging everyone in our purpose, helping people feel at home and creating a sense of belonging.

  • Keep listening and learning

    We know that being curious and having a growth mindset is key to our continual learning and that being self-aware and adaptable means we can to be our best selves more of the time and achieve things we never thought possible.

  • Long term thinking

    We are committed to putting our customers first, thinking big, making decisions and innovating in ways that are guided by our purpose, making a difference to the lives of our colleagues and customers.

  • Act like owners

    We enjoy the opportunity to take responsibility, be challenging and resourceful and make the right things happen in the right way.