8/20/2019 Customer Advisor JD

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JOB DESCRIPTION

Role title: AdvisorVersionNo:

1

Reports to: Store Manager Function: Sales – Retail

GGS: GGS 7 Location: Store based

Organisationstructure &departmentprofile:

This role is within all EE stores, reporting to the Store Manager.

Role purpose:To deliver engaging and thoughtful service that delights all our customers,creating loyalty for our brands, which will ultimately drive the store’s

commercial performance

KeyResponsibilities &Accountabilities:

(In priority order)

 

To surprise and delight all our customers by being intuitive andthoughtful in every interaction with them, anticipating their needs andarriving at an uncomplicated and satisfying outcome for each customerinteraction

  To bring EE to life every day, acting as the brand’s ambassador, andexploring initiatives and opportunities that will help every aspect of thestore and brand become successful and respected within the localcommunity

  To interact imaginatively with each individual customer, helping themsee how our communication tools and technologies could work for them

  Maintain an up to date knowledge of all products, propositions andcompany communications to accurately and fully meet the needs of the

customers that you serve, including providing demonstrations andunderstanding competitor offerings

  To want to be part of, and help create, an environment in whichcustomers feel welcome and comfortable to explore products, servicesand possibilities, whilst having fun

  To be dedicated to, and take pride in, the commercial success of yourstore, delivering against all individual KPI goals and targets

  To be a collaborative team player, inspiring those around you with yourenthusiasm, optimism and willingness to support others

  To display confidence, self belief and openness to new ideas, adaptingand embracing challenges and opportunities with a determination toexcel

  To use empathy, intuition and great listening skills to reflect yourgenuine dedication to your customers, colleagues, the brand, and thesuccess of the store

  To display excellent standards in all you do and inspire others to do thesame, and that you operate within legislative/regulatory and companypolicies and procedures

Key Challenges:

(in priority order)

  To fully understand and keep up-to-date with the range of products,services and promotions within a multi brand environment, simplifyingand coaching the customer through the best solution for them as anindividual

  Consistently deliver exceptional customer service in a demanding andchanging environment

People

Manages people? no

If yes, direct or virtual (project)? direct / virtual / both

8/20/2019 Customer Advisor JD

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Management: Responsible for:allocation of work (task based)setting direction (objective based)performance managementrecruitmentabsence management 

nonononono

No of direct reports: n/aOverall team size (headcount): n/a

PeopleManagementcomments:

Financial:

Cost centre manager no

OPEX responsibility £ n/a

CAPEX responsibility £ n/a

P&L responsibility £ n/a

Financial Impactcomments:

Key Relationships:

(level, nature &purpose)

within own function:  Regional Managers and Store Managers – influencing and providing

information to enhance store & business performance.

across other function:  Central Retail support teams – providing market and commercial

information.

Other key relationship comments:

EE valuesBe BoldBe ClearBe Brilliant 

CriticalKnowledge &Experience (nontime related):

professional / technical 

must have:   Computer literacy (Word, Excel, Outlook)

nice to have:   A passion for communications technology

business / context

must have:

  Highly self motivated and able to act on ownabilities

  Effective listening skills that deliver againstcustomer needs

  Passion & motivation for over achieving againstKPI’s 

 

Great at networking and building genuine andproductive relationships

  Interest in and awareness of technology  Mobility within local area

nice to have:  Evidence of attaining and exceeding service /

sales related targets/ goals

Skills andknowledge:

Working Collaboratively

Influencing & Persuading

Delivery of Results

Focusing on the Customer

Any othercomments:

May be required to perform additional tasks and responsibilities in line withthe needs of the business