My Role: Customer Services Assistant My Manager: Store Manager

My Purpose: To provide our members and customers with the highest standards of customer care, promoting and
displaying the Co-operative values and principles in my work at all times

What I do How I do it When I get it right

I will spend my time:
I will show the following skills and • I contribute to the stores sales, leakage, cost
• Providing members and customers with an excellent
behaviours: control and the standard of presentation
service. Ensuring queries or complaints are resolved • I enjoy my job as do the colleagues I work
• Actively selling products and member benefits from our • Excellent customer service with, and my colleagues enjoy working with
family of businesses through promotion of offers • Great communication skills me
• Undertaking all the different and diverse tasks to an • Commitment to team work • I feel confident in my store and product
excellent standard, working as part of a multi skilled team • Passion for retail and working with knowledge and have the skills to perform in
with pace and energy customers my role or further develop myself
• Supporting my colleagues and working together to achieve • My customers are happy, and complaints
• Desire to do and be my best
success, showing flexibility to cover shifts where needed are kept to a minimal
• Flexibility in my approach • I comply with legal obligations and Society
• Understanding how my store is performing, and think about
polices
how I can make a difference to improve that performance And most importantly: • I make minimal errors in my work
• Keeping myself, colleagues and customers safe by • I’ll show the Co-operative values and
demonstrating high standards/awareness of Health & Safety behaviours in all I do
• Reviewing all relevant internal communications so I know
what’s going including weekly huddles, videos etc
• Ensuring I complete the training I need to be great at my job Who I’ll interact with Essential What I need
and sharing these skills with other to help them develop • A positive approach and attitude
• Giving and welcoming feedback to improve how I and • Colleagues • Flexible
others do our job • Customers • Customer and sales focussed
• Taking personal pride in my appearance and behaviours • Members • Full driving license (if required)
• Taking pride in my store’s appearance • Colleagues at the BSC and Distribution Desirable
• Delivering shopping to our customers within the local Centre • Experience in a customer facing role
community using a company vehicle – where authorised • Experience of working as part of a team
and required to do so
• Undertaking duty responsibilities (if duty management
validated) Values
Co-operation Democracy
• Demonstrating flexibility to undertake any other tasks my
Self Help Equity
manager asks of me
Self Responsibility Equality