Shop Assistant

Job Description – Food, Beverage and Retail Assistant

Location: Birmingham

Department Overview

The Food, Beverage and Retail department operates a variety of outlets across the Birmingham area, serving customers and visitors in locations ranging from small coffee shops to large restaurants. It also provides hospitality services for conferences, events and other functions at various locations.

Job Summary

You will be responsible for providing excellent customer service in one of the retail areas or outlets within the Birmingham area. This role involves basic food preparation, providing a high-quality retail service, cash handling, cleaning and stock control, together with any other duties required to ensure the smooth running of business operations and services for a diverse range of customers.

To ensure resources are used flexibly, you may be required to work at different locations across the Birmingham area as needed.

Main Duties 1. Customer Service

1. Greet and serve customers in a professional, responsive, courteous and friendly manner, answering queries and dealing with situations that arise to deliver the highest level of customer service.
2. Build rapport with customers whenever possible and encourage customer feedback.
3. Maintain professional working relationships with all colleagues.

2. Business Requirements

1. Undertake basic retail preparation and maintain standards to deliver quality products to customers.
2. Ensure correct stock rotation, maintain adequate stock levels, adjust orders as required and ensure retail products are used before their best-before dates. Maintain appropriate merchandising standards.
3. Report equipment failures and hazards to the Supervisor, Manager or Supplier promptly.
4. Follow all merchandising standards as directed by the Supervisor or Manager and in accordance with operating manuals.
5. Control retail wastage and maintain records as required.
6. Ensure all Hazard Analysis and Critical Control Point (HACCP) hygiene and allergen recording systems, along with retail receipt procedures, are completed and recorded correctly.
7. Comply with all Health and Safety Codes of Practice and Control of Substances Hazardous to Health (COSHH) regulations.
8. Assist with transporting stock and equipment between locations, following hygiene and health and safety procedures.
9. Operate electronic point-of-sale (EPOS) terminals and handle cash effectively, including opening and end-of-day procedures, cashing up and ensuring the security of all money where required.
10. Carry out cleaning tasks to a high standard, following standard operating procedures, removing rubbish regularly and maintaining a clean environment.
11. Thoroughly clean all equipment, retail fixtures and fittings, walls, fridges, tables, accessories, work areas and surfaces, ensuring they are sanitised before the end of each shift.
12. Place orders for food and stock and undertake stocktakes as directed by the Manager.
13. Where restricted items are sold, ensure compliance with relevant licensing laws.

3. Teamwork

1. Actively seek opportunities to increase sales through upselling products and making recommendations as directed by the Manager.
2. Participate in training and development activities as required.
3. Support colleagues and contribute positively to the team.
4. Attend team briefings, training sessions and departmental meetings as required.
5. Participate in an annual personal development review with the Line Manager or Supervisor.
6. Undertake any other reasonable duties or requests made by a senior member of staff, including driving company vehicles when required, provided you hold a clean driving licence.
7. Treat everyone with dignity and respect, supporting equality and valuing diversity.

4. Operational Requirements

1. Contracts are annualised and based on 35 hours per week, or pro rata, including weekdays, weekends, bank holidays and closed days on a rota basis, as well as evening work. Working hours will vary according to the business unit and operational requirements and will be specified in the employment contract.
2. The postholder will primarily focus on one area: front of house, back of house or logistics. They may occasionally be required to work in other areas of the business to meet operational needs.
3. Undertake duties across different locations within the Birmingham area as requested, provided they are appropriate to the role and grade.
4. Promote equality and value diversity, acting as a role model and fostering an inclusive working culture.
5. Support sustainability through efficient use of resources.

Required Knowledge, Skills, Qualifications and Experience

• Experience and knowledge of working in a busy, customer-facing role. Previous retail experience is an advantage.
• A retail training certificate is desirable, although full training will be provided.
• A commitment to providing a high-quality service.
• Positive communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to maintain a high standard of personal appearance. Some uniform items will be provided.
• A flexible approach to working hours and days.
• Ability to understand how diversity considerations affect the role, including customer preferences and dress codes.
• A full, clean driving licence is desirable.

Dimensions

This role focuses on providing high-quality customer service in a retail environment within the Birmingham area.

Planning and Organising

The postholder will follow instructions from their Supervisor regarding daily priorities, responding to customer orders or planned activities in preparation areas and stockrooms. They will need to understand how their work connects with that of others and ensure that required activities are completed within each shift.

Problem Solving and Decision Making

The role involves a variety of routine activities. Most problems will be familiar and can be resolved using experience and established procedures. Assistance should be sought from a Manager when necessary.

Internal and External Relationships

The postholder will work directly with customers and must remain polite, responsive, friendly and courteous at all times. Enquiries should be handled professionally to ensure customers feel welcome, respected and well treated.

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