• evaluating user needs and system
functionality;
• ensuring that ICT facilities meet the needs of individuals and projects;
• planning, developing and implementing the ICT budget, obtaining
competitive prices from suppliers, where appropriate, to ensure cost
effectiveness;
• scheduling upgrades and security backups of hardware and software
systems;
• researching and installing new systems;
• ensuring the smooth running of all ICT systems, including anti-virus
software, print services and email provision;
• ensuring that software licensing laws are adhered to;
• providing secure access to the network for remote users;
• ensuring the security of data from internal and external attack;
• providing users with appropriate support and advice;
• managing crisis situations, which may involve complex technical hardware
or software problems;
• mentoring and training new ICT support staff;
• keeping up to date with the latest technologies.
• demonstrating products;
• helping customers understand features of software packages;
• advising customers on the care of purchased goods;
• selling customer aftercare policies;
• arranging deliveries;
• arranging for the repair of damaged goods;
• taking special orders for goods not in stock;
• stacking and displaying items in store;
• providing basic technical advice and solutions.
• managing and motivating a team to
increase sales and ensure efficiency;
• managing stock levels and making key decisions about stock control;
• analysing sales figures and forecasting future sales volumes to maximise
profits;
• analysing and interpreting trends to facilitate planning;
• using information technology to record sales figures and for data
analysis and forward planning;
• dealing with staffing issues: interviewing potential staff; conducting
appraisals and performance reviews; and providing or organising training
and development;
• ensuring standards for quality, customer service and health and safety
are met;
• resolving health and safety, legal and security issues;
• responding to customer complaints and comments;
• promoting the organisation locally by liaising with local schools,
newspapers and the community in general;
• organising special promotions, displays and events;
• attending and chairing meetings;
• updating colleagues on business performance, new initiatives and other
pertinent issues;
• touring the sales floor regularly, talking to colleagues and customers,
and identifying or resolving urgent issues;
• maintaining awareness of market trends in the retail industry,
understanding forthcoming customer initiatives, and monitoring what local
competitors are doing;
• initiating changes to improve the business, eg revising opening hours to
ensure the store can compete effectively in the local market;
• dealing with sales, as and when required.
• setting and meeting performance
targets for speed, efficiency, sales and quality;
• planning and managing change;
• managing the daily running of the call centre;
• liaising with supervisors, team leaders, operatives and third parties to
gather information and resolve issues;
• maintaining an up-to-date knowledge of industry developments and
involvement in or membership of networks;
• monitoring random calls to improve quality, minimise errors and track
operative performance;
• planning and developing staff recruitment, including wording vacancy
advertisements and liaising with HR staff;
• reviewing the performance of staff, identifying staff training needs and
planning training sessions;
• recording statistics, user rates and the performance levels of the
centre, and preparing reports;
• handling the most complex customer complaints or enquiries;
• organising staffing, including shift patterns and the number of staff
required to meet demand;
• coaching, motivating and retaining staff and co-ordinating bonus, reward
and incentive schemes;
• forecasting and analysing data against budget figures on a weekly and/or
monthly basis;
• developing, implementing and reviewing core responsibilities and tasks;
• analysing performance statistics and making decisions on the basis of
these statistics;
• improving performance by raising efficiency and sourcing new equipment
to enable this, e.g. new dialling products.
• providing help and advice to
customers, using the organisation's products or services;
• communicating courteously with customers by telephone, email and face to
face;
• investigating and solving customers' problems (these may be more complex
or long-standing problems that have been passed over by customer service
assistants);
• handling customer complaints or any crises, such as security issues or a
customer being taken ill;
• issuing refunds or compensation to customers;
• keeping accurate records of discussions or correspondence with
customers;
• producing written information for customers, often involving use of
computer packages/software;
• writing reports analysing the customer service that your organisation
provides;
• visiting customers to provide a one-to-one service;
• developing feedback or complaints procedures for customers to use;
• developing customer service policies and standards for your organisation
or department;
• meeting with other managers to discuss possible improvements to customer
service provided;
• being involved in staff recruitment and appraisals;
• training staff to deliver a high standard of customer service;
• leading or supervising a team of customer service staff;
• learning about your organisation's products or services and keeping up
to date with any changes;
• keeping ahead of developments in customer service by reading relevant
journals, going to meetings and attending courses.
• recruiting and training sales staff;
• supervising, motivating and monitoring team performance;
• allocating areas to sales executives;
• setting budgets/targets;
• liaising with other line managers;
• reporting back to senior managers;
• liaising with customers (which may include actual selling);
• maintaining detailed knowledge of the company's products;
• keeping abreast of what competitors are doing.
