JOB TITLE: Customer Service Assistant (CSS)
REPORTS TO: Centre Manager (CM) [Assistant Manager (AM) in CM’s absence]
LOCATION: Lok’nStore 5-9 Berkley Avenue Reading Berkshire RG1 6EL

OBJECTIVE:

(i) To maximise sales growth and provide continual excellent service
(ii) To contribute to the team and promote teamwork
(iii) To ensure all procedures are followed (see Procedures /Sales Manual)

SALES/CUSTOMERS:  To provide consistent excellent customer service to all customers

1. To welcome customers & prospective customers, ensuring that all enquiries and quotations are completed in a professional and friendly manner, in line with agreed Mystery Shop standards.
2. Maintain the company’s pricing policy in order to increase yield and maximise your stores profitability
3. To support the centres local marketing/ sales activities as agreed with the CM
4. To effectively manage and service customers accounts to ensure credit/ late payers are minimised
5. Ensure any customer complaints are followed up in a timely manner/ reported to the AM/CM as appropriate
6. To assist customers by driving the forklift when required (once trained)

STAFF/ TEAMWORK: To contribute to the team and promote teamwork

1. 1. To communicate effectively with all members of the centre team
   2. To attend and contribute to weekly/fortnightly centre team meetings.
   3. To attend meetings and training courses as and when required at CST and other locations
   4. To assist and support the Centre Caretaker to maintain all aspects of the first impressions checklist

   PROCEDURES: To ensure all procedures are followed (see Procedures /Sales Manual)

   1. Health & Safety: To observe and maintain all regulations, reports and to help ensure personnel & customers act responsibly and safely whilst on site and to be aware of who is on site and to question/sign in customers/contractors/strangers
   2. Security: To observe and maintain policy in all security matters 
   3. To be a key-holder for the centre and part of centre “on call” team
   4. Cash handling, banking and stock control
   5. Property/facilities: To report any maintenance defects/works requests to the CM
   6. Insurance: Ensure all quotes, dealings and complaints are handled in accordance with regulations documented in Company Procedures and Advisors handbooks
   7. To ensure all FILE COPY emails are read, signed and understood

   Abilities & Skills:

   1. To be responsible for actions and to use initiative
   2. To be a good organiser and to be able to work to targets/ deadlines
   3. To have good interpersonal skills, to be positive and helpful
   4. A clean full driving licence is desirable

   This job description is not exhaustive. We would expect individuals to be flexible and to adapt

   LOK’NSTORE AMBITIONS: We thrive by giving the best customer service and by being clean, dry & secure.  The company has high aspirations:

   1. Centre Presentation – to exceed the customers’ expectations
   2. Personal Presentation – to represent the company in a professional manner at all times.
   3. Customer Service - to give exceptional service to customers & to potential customers
   4. A Positive Atmosphere – helping each other & helping customers to find solutions

JOB TITLE: Customer Service Assistant (CSS)
REPORTS TO: Centre Manager (CM) [Assistant Manager (AM) in CM’s absence]
LOCATION: Lok’nStore Unit c Sunbury Centre Hanwirth Road Midlesex TW16 5DA

OBJECTIVE:

(i) To maximise sales growth and provide continual excellent service
(ii) To contribute to the team and promote teamwork
(iii) To ensure all procedures are followed (see Procedures /Sales Manual)

SALES/CUSTOMERS:  To provide consistent excellent customer service to all customers

1. To welcome customers & prospective customers, ensuring that all enquiries and quotations are completed in a professional and friendly manner, in line with agreed Mystery Shop standards.
2. Maintain the company’s pricing policy in order to increase yield and maximise your stores profitability
3. To support the centres local marketing/ sales activities as agreed with the CM
4. To effectively manage and service customers accounts to ensure credit/ late payers are minimised
5. Ensure any customer complaints are followed up in a timely manner/ reported to the AM/CM as appropriate
6. To assist customers by driving the forklift when required (once trained)

STAFF/ TEAMWORK: To contribute to the team and promote teamwork

1. 1. To communicate effectively with all members of the centre team
   2. To attend and contribute to weekly/fortnightly centre team meetings.
   3. To attend meetings and training courses as and when required at CST and other locations
   4. To assist and support the Centre Caretaker to maintain all aspects of the first impressions checklist

   PROCEDURES: To ensure all procedures are followed (see Procedures /Sales Manual)

   1. Health & Safety: To observe and maintain all regulations, reports and to help ensure personnel & customers act responsibly and safely whilst on site and to be aware of who is on site and to question/sign in customers/contractors/strangers
   2. Security: To observe and maintain policy in all security matters 
   3. To be a key-holder for the centre and part of centre “on call” team
   4. Cash handling, banking and stock control
   5. Property/facilities: To report any maintenance defects/works requests to the CM
   6. Insurance: Ensure all quotes, dealings and complaints are handled in accordance with regulations documented in Company Procedures and Advisors handbooks
   7. To ensure all FILE COPY emails are read, signed and understood

   Abilities & Skills:

   1. To be responsible for actions and to use initiative
   2. To be a good organiser and to be able to work to targets/ deadlines
   3. To have good interpersonal skills, to be positive and helpful
   4. A clean full driving licence is desirable

   This job description is not exhaustive. We would expect individuals to be flexible and to adapt

   LOK’NSTORE AMBITIONS: We thrive by giving the best customer service and by being clean, dry & secure.  The company has high aspirations:

   1. Centre Presentation – to exceed the customers’ expectations
   2. Personal Presentation – to represent the company in a professional manner at all times.
   3. Customer Service - to give exceptional service to customers & to potential customers
   4. A Positive Atmosphere – helping each other & helping customers to find solutions

JOB TITLE: Customer Service Assistant (CSS)
REPORTS TO: Centre Manager (CM) [Assistant Manager (AM) in CM’s absence]
LOCATION: Lok’nStore Marlborough Road Woking Surrey GU21 5JG

OBJECTIVE:

(i) To maximise sales growth and provide continual excellent service
(ii) To contribute to the team and promote teamwork
(iii) To ensure all procedures are followed (see Procedures /Sales Manual)

SALES/CUSTOMERS:  To provide consistent excellent customer service to all customers

1. To welcome customers & prospective customers, ensuring that all enquiries and quotations are completed in a professional and friendly manner, in line with agreed Mystery Shop standards.
2. Maintain the company’s pricing policy in order to increase yield and maximise your stores profitability
3. To support the centres local marketing/ sales activities as agreed with the CM
4. To effectively manage and service customers accounts to ensure credit/ late payers are minimised
5. Ensure any customer complaints are followed up in a timely manner/ reported to the AM/CM as appropriate
6. To assist customers by driving the forklift when required (once trained)

STAFF/ TEAMWORK: To contribute to the team and promote teamwork

1. 1. To communicate effectively with all members of the centre team
   2. To attend and contribute to weekly/fortnightly centre team meetings.
   3. To attend meetings and training courses as and when required at CST and other locations
   4. To assist and support the Centre Caretaker to maintain all aspects of the first impressions checklist

   PROCEDURES: To ensure all procedures are followed (see Procedures /Sales Manual)

   1. Health & Safety: To observe and maintain all regulations, reports and to help ensure personnel & customers act responsibly and safely whilst on site and to be aware of who is on site and to question/sign in customers/contractors/strangers
   2. Security: To observe and maintain policy in all security matters 
   3. To be a key-holder for the centre and part of centre “on call” team
   4. Cash handling, banking and stock control
   5. Property/facilities: To report any maintenance defects/works requests to the CM
   6. Insurance: Ensure all quotes, dealings and complaints are handled in accordance with regulations documented in Company Procedures and Advisors handbooks
   7. To ensure all FILE COPY emails are read, signed and understood

   Abilities & Skills:

   1. To be responsible for actions and to use initiative
   2. To be a good organiser and to be able to work to targets/ deadlines
   3. To have good interpersonal skills, to be positive and helpful
   4. A clean full driving licence is desirable

   This job description is not exhaustive. We would expect individuals to be flexible and to adapt

   LOK’NSTORE AMBITIONS: We thrive by giving the best customer service and by being clean, dry & secure.  The company has high aspirations:

   1. Centre Presentation – to exceed the customers’ expectations
   2. Personal Presentation – to represent the company in a professional manner at all times.
   3. Customer Service - to give exceptional service to customers & to potential customers
   4. A Positive Atmosphere – helping each other & helping customers to find solutions

JOB TITLE: Centre Caretaker
REPORTS TO: Centre Manager (CM) [Assistant Manager (AM) in CM’s absence]
LOCATION: Lok’nStore 5-9 Berkley Avenue Reading Berkshire RG1 6EL

OBJECTIVE:

(i) To ensure that the centre and surrounding environment are kept well presented and maintained to the highest standard at all times
(ii) To support the centre team in other areas of customer service

CENTRE CARE:  To ensure that all First Impression checklist points are to the required standard

1. To clean & tidy the centre (inside & out), facilities & yard
2. To maintain the centre and to carry out basic DIY tasks
3. To carry out checks on facilities, units & vans
4. To ensure that the company’s livery & signage are presentable
5. To observe security measures/ensure that CCTV is maintained and report all incidents
6. To be a key-holder for the centre and part of centre “on call” team
7. To ensure that the lifts, forklift, trolleys & pump trucks (& other mechanical equipment) and all LNS tools are kept serviceable
8. To ensure works requests are made for facility projects beyond basic maintenance

HEALTH & SAFETY:  To ensure H&S standards are maintained & report as necessary

1. To help ensure personnel & customers act responsibly and safely whilst on site
2. To observe Health & Safety regulations and report all incidents and accidents
3. To complete monthly Health & Safety audit
4. To be aware of who is on site and to question/sign in customers/contractors/strangers

SALES/CUSTOMERS:  To give excellent customer service and assist the sales team

1. To answer the phone in a polite and positive manner
2. To welcome customers & prospective customers to the centre
3. To be able to show prospective customers around the centre, when required
4. Open/close loading bay doors as and when customers require access
5. To assist customers by driving the fork lift (once trained) and with heavy or awkward goods if required in accordance with manual handling instructions
6. To ensure deliveries for customers or Lok’nStore and secured upon receipt where appropriate
7. To be able to make retail sales (and handle & secure cash)
8. To ensure complaints are forwarded to your Centre Manager/ Assistant Manager

TEAMWORK: To participate in the centre team, in the company and to promote teamwork

1. To work well in a team but also to work without supervision
2. To attend meetings and training courses as and when required
3. To attend weekly/ fortnightly centre meetings

Abilities & Skills:

1. To take responsibility for actions, to use initiative and to decide priorities
2. To be a good organiser and to be able to work to targets and to deadlines
3. To have good interpersonal skills, to be positive an helpful
4. A clean full driving licence is desirable
   NB. The role will be physically demanding at times – for example & including mounting & driving a forklift, using a ladder & working at heights, helping customers & colleagues with weighty items, gardening where appropriate – all within Health & Safety guidelines

This job description is not exhaustive. We would expect individuals to be flexible and to adapt

LOK’NSTORE AMBITIONS: We thrive by giving the best customer service and by being clean, dry & secure.  The company has high aspirations:

1. Centre Presentation – to exceed the customers’ expectations
2. Personal Presentation – to represent the company in a professional manner at all times.
3. Customer Service - to give exceptional service to customers & to potential customers
4. A Positive Atmosphere – helping each other & helping customers to find solution