ESS – Defence, Energy and Government Services
Customer Services Assistant
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We're currently recruiting a dedicated Customer Services Assistant (Zero Hours) to help ensure the smooth running of the operations in Defence on a permanent casual basis, contracted to 0 hours per week.
As a Customer Services Assistant (Zero Hours), you will use your skills to maintain a high standard of quality work. In return, you will have the chance to progress your career with a company that invests in its people, celebrates individuality, and rewards and recognises employees who go beyond the plate.
Overall Purpose of the Role
To perform a variety of tasks associated with food production, front of house services and any general support required with due regard to all Health & Safety and Food Safety regulations. To perform general duties which support the efficient running of a contract or unit in line with contractual requirements.
Key Responsibilities
Customer and Client Satisfaction
- To be polite, professional and friendly at all times with customers, clients and colleagues.
- To ensure the highest level of customer care is adhered to at all times.
- To demonstrate a can-do attitude towards individual customer requests and strive to exceed customer expectations.
- To maximise all sales opportunities through selling techniques.
- To accept payment and give change to customers, including operating a till.
- To acquire a good knowledge of all products in order to be able to advise individual customers on their product choice.
- To actively gain customer feedback, passing information gained onto your line manager.
Measures
- Positive Customer and Client Feedback.
- Maintain a professional image.
- Queue times are minimised.
- Till checks are accurate.
- Evidence of upselling.
- Increase in sales.
- Demonstrates a full understanding of the products available.
- Mystery shopper score is above 80%.
Market Leadership
- To always look out for opportunities to develop our service.
- As part of our commitment for continuous improvement and innovation, all colleagues are encouraged to seek ways to improve work activities and promote efficiency.
- To prepare, produce and serve food to the brand standard applicable to the site/unit.
Measures
- Successful Brand Audit results.
- Communicate sales leads.
- Marketing and promotions information is communicated appropriately.
Preferred Employer
- Be prepared to assist colleagues in a willing and positive manner including assisting with other duties as required.
- Be prepared to attend all relevant training sessions and meetings.
- To promote Compass Group and maintain a positive company image.
Measures
- Can-do attitude.
- 100% attendance and implementation of skills learned.
Operational Excellence
- To make sure you are aware of, and meet the legal and Company requirements for fire, safety, health and hygiene.
- To report health and safety issues to your line manager, including all accidents and near misses.
- To promote good safety habits and methods of work.
- To serve customers with hot and cold food and beverages on a counter during service times.
- To ensure all displays, counters and seating areas comply with company and statutory health and hygiene requirements.
- To assist in the preparation of hospitality as required.
- To clean all work areas during and after use and remove all waste to the appropriate area.
- To observe and comply with all company and unit procedures relating to cash handling and security, reporting any issues to the catering manager.
- To maintain temperature records as required and to report any variance.
- To operate machinery as shown and trained to do so, ensuring that the equipment is used safely and in accordance with current regulations and company policies.
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Measures
- All company/client policies and procedures are adhered to.
- Wastage is minimal.
- Profit protection audit score is positive.
- Cleaning schedules are maintained and accurate.
Health & Safety
- Complete the One Compass Welcome prior to the commencement of employment.
- Receive, read and understand the contents of the Employee Guide to Working with Compass.
- Take reasonable care for your own health and safety and that of others who may be affected by what you do or fail to do.
- Co-operate with your line manager on HSE matters.
- Correctly use work equipment and personal protective equipment in accordance with training and instructions provided.
- Do not interfere with or misuse anything provided for HSE purposes.
- Report HSE hazards, accidents, incidents, illness and diseases to your line manager.
- Complete Level 2 HSE e-learning "Working Safely" (and "Working Safely with Food", if appropriate) within 20 weeks of commencing employment.
My Service Commitments
To my customers and clients
- I have positive and lasting relationships with all my customers and clients.
- I act on customer requests and anticipate their needs.
- I take every opportunity to improve my customer's and client's experience.
- I take responsibility for resolving customer and client issues.
To myself
- I take pride in my appearance.
- I demonstrate a positive attitude and behave appropriately.
- I take the opportunity to continuously learn and grow.
To my team
- I create an environment of fun and teamwork.
- I ensure uncompromising standards of cleanliness, creating a safe workplace.
To my Company
- I am proud to represent and be part of Compass.
- I am committed to delivering the best levels of service I can, to help Compass deliver its service promise.
- I am committed to the One Compass philosophy.
- I adhere to the company handbook.
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Person Specification
- Is passionate about delivering a world-class service to our clients and customers.
- Is able to work as a team but also willing to act on their own initiative.
- Acts with honesty and integrity.
Essential
- Good communication skills in order to be able to liaise with a wide range of visitors to your work area.
- Be able to comply with legislation and follow all rules and regulations laid down in the staff handbook and unit policy statements, with regard to uniform, personal hygiene, health and safety.
- CRB if applicable.
- Security checked if applicable (SIA, Credit check), depending on the role you carry out.
- Customer service focused.
- Team player with a can-do attitude.
- Takes pride in personal appearance and hygiene.
- Self-motivated and able to use own initiative.
- Ability to work under pressure whilst maintaining a positive attitude.
Desirable
- Experience of working in an environment where there are peaks and troughs in demand during service times.
- Experience of working in environments involving high levels of customer care.
- NVQ Level 2 or equivalent in a relevant area.
Equipment Requirements
- Uniform and PPE (if applicable).
Learning & Development Requirements
- Completion of One Compass Welcome Induction Programme and on-site induction.
- Basic food hygiene and health and safety training gained within the first 6 months and refreshed annually.
- Completion of training in company cash handling procedures.
- COSHH Training.
Part of Compass Group UK&I, ESS is the Defence, Government, and Energy services sector of Compass Group UK & Ireland. We support 250+ UK military establishments, high profile police, secure environments and government sites, along with a range of onshore and offshore facilities including platforms, drilling rigs, floatels and offices for the energy sector. We know that a friendly face makes all the difference, so we look for people who are passionate about delivering excellent customer service, at all levels, to join our teams.
Job Reference: com/1407/94593001/52820665/BU #Defence
Compass Group UK&I is committed to fostering an environment where every individual can truly be themselves at work and has equal opportunities to advance in their careers. We strive to build a culture that respects and celebrates the unique talents, beliefs, backgrounds, and abilities of all our team members. We want our colleagues to feel valued, empowered to reach their full potential, and to thrive - because diversity is our strength!
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