Purpose of the role

To maximise sales and profit of the branch through effective day to day management of people and associated company resources.

Summary of Main Tasks

• Review operational turnover with Area Manager and maintain maximum efforts to achieve agreed operating income
• Manage and closely control company assets, eg Pledges, jewellery, accurate records of lay-bys, savings accounts etc
• Support branch staff with specific transactions as required
• Ensure staff are fully trained and maximise all sales opportunities, actively encouraging cross selling, using the tools provided to aid increased sales eg wall charts
• Maintain high standards of branch housekeeping ensuring all property issues are reported and resolved
• Maintain a safe working environment adhering to Company Health and Safety policies
• Ensure staff are effectively trained and coached to meet branch requirements, allowing for high standards of service delivery at all times. Regularly, review and monitor the standard of customer contact and service, addressing any problem areas or concerns
• Review staff performance in line with Company Performance Development Review system, using identified measures to achieve targets
• Manage and control window displays, ensuring products are displayed to their best advantage
• Monitor stock handling by staff, ensuring compliance with branch security procedures, reporting any stock shortages or till discrepancies immediately
• Ensure sales transactions are processed in line with Company procedures
• Cooperate with audit team during visits providing information as requested, review information and remedy any scoring issues
• Actively participate in marketing promotions and activities following Point of Sale guidance
• Keep up to date with local competitor rates and services and communicate to Area Manager
• Monitor and review employee absences; holiday, sickness etc following Area Manager guidance to resolve any issues
• Assist Area Manager with branch recruitment where necessary
• Manage customer complaints, keeping Area Manager informed at all times

Note: This Job Description is not a definitive or exhaustive list and tasks may develop and change over time 

Person Specification

• Able to take responsibility for at least one other staff member
• Demonstrate a potential to lead and an understanding of managing performance issues
• Face to face customer service experience, demonstrating a practical awareness of customer requirements within a similar environment
• Able to demonstrate commercial thinking ability
• Show awareness of business operating processes
• Able to manage own and other time effectively, prioritising and planning in line with Area Manager instructions
• Able to give and take clear instruction in various forms, eg verbal, e-mail
• Capable of demonstrating good listening skills
• Able to solve problems with both staff and customers alike, through effective communication
• Take pride in personal presentation
• Must be able to build external relationships outside of the business that will allow for long term growth
• Basic PC skills with the ability to learn new tasks quickly

• Proven experience of leading and managing small teams
• Capable of effecting high performance and able to deal with performance issues, managing action plans and associated documentation
• Jewellery sales experience
• Pawnbroking experience
• Able to understand Company processes and procedures and the impact on day to day branch activity
• Able to demonstrate effective understanding of communication issues with the ability to influence any outcome
• Able to use menu driven packages with confidence