Careers

Purpose of Role

Delivery of all Company services to Ramsdens customers following Branch Manager instruction and Company Procedures

Summary of Main Tasks

• Serve customers in line with Company processes and procedures, offering the best possible service and ensuring customer requirements are met at all times
• Action any additional tasks as directed by Branch Manager or Area Manager, ie banking, branch housekeeping, window displays
• Report any suspicious behaviour to Branch Manager, either internal or external, communicate any stock or cash discrepancy immediately
• Ensure personal presentation standards are met and uniform is kept clean and in good condition
• Actively participate in branch promotions
• Report all customer complaints to Branch Manager
• Keep up to date with Branch emails during shift
• Participate in branch training activities to ensure existing and new products are fully understood
• Identify personal training needs to Branch Manager

Note: This Job Description is not a definitive or exhaustive list and tasks may develop and change over time

PERSON SPECIFICATION

CRITERIA

Desirable

Essential

Team Work

• Be able to demonstrate how you have made a contribution to a successful team

• Have previous experience of working in a small team
• Show willingness to help and support team goals

Time Management

• Be able to demonstrate how you have managed your own priorities in a work situation

• Be able to demonstrate how you manage your day to day priorities either at work or home

Sales Ability

• Previous experience of selling within a retail or Financial Services environment

• Able to work to targets and follow agreed negotiation techniques

Customer Focus

• Have previous face-to-face customer experience
• Can clearly articulate your opinion of excellent customer service

• Show an understanding of the practical meaning of ‘the customer always comes first’

Communication

• Have good listening skills
• Be able to solve basic customer and colleague communication issues

• Can take instruction and communicate confidently with colleagues and customers

PC Skills

• Have knowledge of menu driven computer systems

• Have basic knowledge of both the operation of a PC and keyboard skills

Flexibility

• Be fully prepared to work additional hours at short notice in other branches

Purpose of Role

To maximise sales and profit of the branch through effective day to day management of people and associated Company resources.

Summary of Main Tasks

• Review operational turnover with Area Manager and maintain maximum efforts to achieve agreed operating income
• Manage and closely control company assets, eg Pledges, mobile phones, jewellery, accurate records of lay-bys, savings accounts etc
• Support branch staff with specific transactions as required
• Ensure staff are fully trained and maximise all sales opportunities, actively encouraging cross selling, using the tools provided to aid increased sales eg wall charts
• Maintain high standards of branch housekeeping ensuring all property issues are reported and resolved
• Maintain a safe working environment adhering to Company Health and Safety policies
• Ensure staff are effectively trained and coached to meet branch requirements, allowing for high standards of service delivery at all times.  Regularly, review and monitor the standard of customer contact and service, addressing any problem areas or concerns
• Review staff performance in line with Company Peformance Development Review system, using identified measures to achieve targets
• Manage and control window displays, ensuring products are displayed to their best advantage
• Monitor stock handling by staff, ensuring compliance with branch security procedures, reporting any stock shortages or till discrepancies immediately
• Ensure sales transactions are processed in line with Company procedures
• Cooperate with audit team during visits providing information as requested, review information and remedy any scoring issues
• Actively participate in marketing promotions and activities following Point of Sale guidance
• Keep up to date with local competitor rates and services and communicate to Area Manager
• Monitor and review employee absences; holiday, sickness etc following Area Manager guidance to resolve any issues
• Assist Area Manager with branch recruitment where necessary
• Manage customer complaints, keeping Area Manager informed at all times

Note: This Job Description is not a definitive or exhaustive list and tasks may develop and change over time

PERSON SPECIFICATION

CRITERIA

Desirable

Essential

Leadership (including Managing and Developing others)

• Proven experience of leading and managing small teams
• Capable of effecting high performance and able to deal with performance issues, managing action plans and associated documentation

• Able to take responsibility for at least one other staff member
• Demonstrate a potential to lead and an understanding of managing performance issues

Customer Focus

• Jewellery sales experience
• Pawnbroking experience

• Face to face customer service experience, demonstrating a practical awareness of customer requirements within a similar environment
• Able to demonstrate commercial thinking ability

Organisational Awareness

• Able to understand Company processes and procedures and the impact on day to day branch activity

• Show awareness of business operating processes
• Able to manage own and other time effectively, prioritising and planning in line with Area Manager instructions

Communication

• Able to demonstrate effective understanding of communication issues with the ability to influence any outcome

• Able to give and take clear instruction in various forms, eg verbal, e-mail
• Capable of demonstrating good listening skills
• Able to solve problems with both staff and customers alike, through effective communication
• Take pride in personal presentation

Business Development

• Must be able to build external relationships outside of the business that will allow for long term growth

PC Skills

• Able to use menu driven packages with confidence

• Basic PC skills with the ability to learn new tasks quickly

Purpose of Role

Delivery of all Company services to Ramsdens customers following Branch Manager instruction and Company Procedures

Summary of Main Tasks

• Serve customers in line with Company processes and procedures, offering the best possible service and ensuring customer requirements are met at all times
• Action any additional tasks as directed by Branch Manager or Area Manager, ie banking, branch housekeeping, window displays
• Report any suspicious behaviour to Branch Manager, either internal or external, communicate any stock or cash discrepancy immediately
• Ensure personal presentation standards are met and uniform is kept clean and in good condition
• Actively participate in branch promotions
• Report all customer complaints to Branch Manager
• Keep up to date with Branch emails during shift
• Participate in branch training activities to ensure existing and new products are fully understood
• Identify personal training needs to Branch Manager

Note: This Job Description is not a definitive or exhaustive list and tasks may develop and change over time

PERSON SPECIFICATION

CRITERIA

Desirable

Essential

Team Work

• Be able to demonstrate how you have made a contribution to a successful team

• Have previous experience of working in a small team
• Show willingness to help and support team goals

Time Management

• Be able to demonstrate how you have managed your own priorities in a work situation

• Be able to demonstrate how you manage your day to day priorities either at work or home

Sales Ability

• Previous experience of selling within a retail or Financial Services environment

• Able to work to targets and follow agreed negotiation techniques

Customer Focus

• Have previous face-to-face customer experience
• Can clearly articulate your opinion of excellent customer service

• Show an understanding of the practical meaning of ‘the customer always comes first’

Communication

• Have good listening skills
• Be able to solve basic customer and colleague communication issues

• Can take instruction and communicate confidently with colleagues and customers

PC Skills

• Have knowledge of menu driven computer systems

• Have basic knowledge of both the operation of a PC and keyboard skills

Flexibility

• Be fully prepared to work additional hours at short notice in other branches

Purpose of Role

Answering directly to the Regional Manager, the Staff and Business Development Manager “SBDM” primary focus is to develop the business by developing employees.

Summary of Main Tasks

• Developing the staff in each product area includes product knowledge, decision making, processing skills and customer conversations. This includes face to face communication and telephone communication
• By reviewing existing performance, elaborating with data and reinforcing the correct procedures it is expected that the strategy of the business will be implemented the same in each region
• Use of Action Plans, Competency lists and delegated lending/purchasing limits
• Contribute to 6 monthly / annual Branch Review and Branch Manager’s appraisals
• Serving customers for all aspects of Ramsdens products if and when required
• Assist with stock takes and branch audits if and when required
• Review jewellery windows ensuring they meet Company standards
• Review Pawnbroking pledges to ensure the maximum amount lent is in accordance with Company policy; training and coaching by reviewing decisions on an ongoing basis; all pawnbroking procedures are implemented in accordance with policy
• Review Over The Counter purchases to ensure stock for scrap is purchased at lowest possible price, and purchases for resale are within expected parameters
• Work with and train Managers to establish relationships with local businesses
• Training and coaching employees regarding customer conversation on encashment and cross-selling of other services
• Report on any issues relating to branch security, potential theft, till discrepancies and stock loss
• Report on any issues relating to staff grievance and other personnel issues

• Rota Management to maximise staff training availablity
• Building awareness of branch performance and profitability
• New entrant training
• Adherence to Marketing campaigns/posters/leafleting as per company initiatives

• Staff sickness and absence management
• Development of external management course content and identifying which employees need training
• Development of income streams and profitability
• Marketing initiatives for the branch
• Development of processes and IT systems

Note: This Job Description is not a definitive or exhaustive list and tasks may develop and change over time