Customer Services Assistant

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

Duties/Tasks

• 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

Duties/Tasks

• 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

Duties/Tasks

• 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

Duties/Tasks

• 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.

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.

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.