About the position
Role Summary
The purpose of this role is to ensure smooth, compliant, and efficient frontline and cash office operations across stores by acting as the central support link between store teams and the Support Office. The role safeguards customer service standards, operational consistency, and financial integrity, while enabling stores to focus on delivering an excellent customer experience.
Requirements
Minimum Requirements
Education: Grade 12 (Matric) essential.
Minimum 2 years' retail or service environment experience, preferably in a supervisory or cashier coordination role
Competencies
Customer-centric mindset
Team leadership and motivation
Integrity and accountability
Time management and prioritisation
Conflict resolution
Professionalism and adaptability
Key Responsibilities
Key Responsibilities
Frontline Support
Monitor and support store adherence to company customer service standards.
Act as the point of contact between store teams and support office regarding frontline operations (e.g., queue management, service recovery processes).
Coordinate rollout and communication of new procedures, promotions, or systems that affect the customer service area.
Collect feedback from stores and customers to support continuous improvement in customer-facing operations.
Assist in resolving customer or general day to day issues.
Act as the first point of contact for store teams needing support or clarification on policies, processes, or systems.
Troubleshoot store issues related to POS system or customer service procedures.
Ensure clear and timely communication between the Support Office and frontline retail teams.
Distribute updates on promotions, product launches, policy changes, or new procedures.
Gather feedback from stores and relay it to the relevant departments to improve operations.
Prepare reports or summaries of frontline feedback for management
Cash Office Support
Investigate discrepancies and ensure they are resolved promptly.
Ensure all store cash deposits are accurate and made in a timely manner.
Prepare daily/weekly/monthly reports on store cash performance, variances, and banking issue.
Track and report shortages, overages, and exception trends across stores.
Ensure all cash office activities are in line with internal policies, financial regulations, and audit standards.
Assist internal and external auditors during audits by providing required documents and explanations.
Support periodic store audits to ensure proper procedures are followed.
Provide training and guidance to in-store cash office staff on procedures and systems.
Act as a point of contact for store queries related to cash handling and reconciliation.
Identify inefficiencies and suggest improvements to cash handling and reporting processes.
Ensure cash management systems (e.g., POS, back-office software, banking systems) are functioning correctly and used consistently across stores.
Closing date: 12 January 2025
