JOB TITLE: Customer Service Assistant (CSS)
REPORTS TO: Centre Manager (CM)
LOCATION: Crockford Lane Chineham Basingstoke Hants RG24 8NA
OBJECTIVE: To assist the manager in maximise the growth of occupancy for your centre
REQUIREMENTS:
- Expect to be judged on results and standards achieved
- Are able to work to set targets and deadlines.
- Assist the manager in ensuring that Lok’nStore provides the best Customer Service to customers and or prospects.
- In the absence of the manager, take responsibility for the efficient day-to-day running of the centre
ABILITIES & SKILLS :
Take responsibility for actions, good administration skills, able to work well in a team but also work without supervision.
Good interpersonal skills, good organiser, PC literate.
This job description is not exhaustive. We would expect individuals to be flexible and to adapt to each situation as it arises.
KEY AREAS OF ACTIVITY:
All aspects should be worked in conjunction with your Centre Manager, Associate Director of Sales & Operations Manager.
SALES:
- Assist the manager in maximising the growth of occupancy for your centre.
- Assist the Manager in ensuring the centre achieves sales growth.
- Under the guidance of the manager, make personal contact with local Businesses and domestic users on behalf of Lok’nStore in a continuing effort to advertise the benefits and advantages available to said potential customers through the regular use of Lok’nStore services – archive, self-store, offices etc.
- Assist the manager in maintaining lowest price guarantee – every genuine enquiry should lead to a letting.
- Ensure that the Centre Manager is made fully aware of any business customers and potential business customers.
- Ensure that Centre Manager is fully aware of key customer and competitor news and developments.
- In the absence of the CCS, ensure that the “First Impression” of the centres is kept at the required high standard.
STAFF
- Attend meetings and training courses as and when required.
- Attend weekly staff meetings
- Participate and promote teamwork.
CUSTOMERS
- Ensure that Centre Presentation exceeds the customers expectations.
- Ensure that all Lok’nStore customers and potential customers receive exceptional service at all times.
- Ensure that incoming communications are answered/dealt with in line with company procedures.
- Ensure that customer accounts are serviced correctly
- Ensure that all systems and actions are carried out in order to exceed customers’ expectations.
- Communicate with customers and colleagues, in order to maintain a positive atmosphere.
- Drive forklift when required (After training).
PROCEDURES
- Follow all laid down procedures.
- In conjunction with Centre manager, proactively resolve unpaid accounts to minimise bad debt.
- Ensure that all enquiries and quotations are dealt with efficiently and speedily as laid down in the documented procedures.
- Maintain administration system in accordance with company procedures.
- Observe Health & Safety regulations and report all incidents and accidents in line with the Company Policy Statement.
- Observe Security measures and reports all incidents as laid down in the Company Security Policy.
- Administer sales payments and banking in line with laid down procedures.
- In the absence of the manager, be custodian and administrator of centre Petty Cash and Customer Receipts.
- Be a Key Holder for the centre and part of centre “On call “ team.
- Ensure all Insurance quotes, dealings and complaints are handled in accordance with regulations documented in Company Procedures and Advisors handbook.
