Supervisor, Administration

Job Description

Purpose of the Role:
The Administration Supervisor is responsible for ensuring the smooth day-to-day operation of Financial Services, Front End, Customer Service, and the Post Office (where applicable). This role involves the implementation of company standards, safeguarding company assets, and the development and training of staff. The incumbent will support the store management team and foster positive customer relationships.

Key Responsibilities:
1. Customer Service Excellence

• Prioritize and deliver exceptional customer service, building strong relationships with customers.
• Monitor and adjust service levels as required to meet customer needs.
• Quickly and effectively address customer complaints and inquiries.
• Ensure an enjoyable shopping experience for all customers.
• Schedule staff to maximize customer service and meet business needs.

2. Office & Front End/Customer Service Management

• Oversee customer credit details and manage receivables, including follow-ups on delinquent accounts.
• Support and participate in Financial Service Programs, including cashing fees, Link Tax, and MasterCard promotions.
• Ensure maintenance and operation of all POS (Point of Sale) equipment.
• Supervise Post Office operations where applicable and schedule cashiers efficiently.
• Support Loss Prevention initiatives to protect company assets.

3. Daily Operating Disciplines

• Verify and cross-check all daily financial reports, troubleshooting any discrepancies.
• Ensure safe practices, including maintaining full lock on safes and accurate cash handling.
• Ensure adequate cash flow for daily business transactions.

4. Staff Training and Development

• Ensure staff provide outstanding customer service in the Office, Post Office, and Front End.
• Participate as a key member of the store management team, providing leadership and support.
• Work with supervisors to recruit, train, and develop staff in the Office, Front End, and Post Office.
• Communicate effectively with staff, keeping them informed of key activities through Huddle-Ups and other communication methods.
• Supervise, coach, and develop employees to enhance their skills and performance.

5. Employee Accountability

• Work effectively and with full commitment to assigned tasks.
• Maintain a strong customer focus and understand customer needs.
• Demonstrate passion and conviction in delivering great work.
• Provide best advice to the manager and identify opportunities for innovation and continuous improvement.
• Stay within company policies and collaborate with peers to support the store's vision.

General Competencies:

• Customer-driven: Prioritize the end customer, demonstrating genuine interest and urgency in meeting their needs.
• Passion: Commitment to the purpose of being a trusted community store, delivering and assigning great work.
• Enterprise: Think outside traditional boundaries, presenting and embracing new ideas.
• Accountability: Take ownership of work and team output, understanding long-range goals and strategies.
• Trust: Build professional, supportive relationships with peers and direct reports, demonstrating integrity and sound judgment.
• Balance: Foster a productive and sustainable work environment.