GET TO KNOW US
At Brown Thomas Arnotts, we are Reinventing Retail. Our purpose is to enrich our customer’s lives, which we achieve by living our values – Going Above and Beyond, Driving Creativity and Innovation, and Doing the Right Thing. We are one business with two iconic brands, bringing exciting experience to life through our digital and physical destinations. Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.
KNOW THE ROLE
Customer experience is at the heart of everything we do. Wherever you work, you will take enormous pride in providing an excellent customer experience. Which means assisting and supporting in the day to day activities in the store. The Team Lead is a leader and mentor supporting team members in delivering the highest level of customer service across our Homeware Department.
RESPONSIBILITIES & DUTIES
People
1. Working as part of team, delivering extraordinary service to both external and internal customers
2. Participate and support with delivering team briefs
3. Support Department Manager in the completion of daily floor planners to provide for the smooth running of each area
4. Ensure all team members are dressed appropriately for business each day, complying with the company dress / grooming guidelines
5. Ensure team members are adequately upskilled and inducted into their relevant areas, i.e. completion of elearning programmes, training etc.
6. Delegate tasks and assign responsibilities ensuring follow up
7. Ensuring communication is open and clear within the team
8. Contributing to team targets and goals
9. Provide a forum for team members to discuss issues and problems relating to the department and to brain storm solutions
10. Recognise and coach good performers with positive reinforcement for continued performance and coach poor performers outlining the expected levels of performance and behaviour
11. Be aware and observe all Company policies and procedures
12. Actively live and embed the Brown Thomas Group Values with each team on a regular basis
Product
13. Being passionate and enthusiastic about products and services available
14. Acquiring and updating product knowledge through supplier training, product labels, magazines etc
15. Being aware of product lines in other departments and introducing related product to the customer
16. Being knowledgeable of additional services on offer throughout the store including events and promotions
Customer Experiences
17. Ensure the team is meeting and exceeding our customer’s needs through product knowledge and excellent customer service
18. Support the management team with the coordination and implementation of all customer related events and in store promotions
19. Support and coach team members with customer queries / returns where necessary
20. Create awareness of additional services and ensure that they are offered to customers e.g. Personal Shopping and Brown Thomas Loyalty Card etc.
21. To ensure that all team members have a full working knowledge of customer loyalty and build on it through attentive service and showcasing our loyalty program
Destinations
22. Taking pride in ensuring team members maintain standards on a daily basis
23. Ensure stockrooms are laid out in an orderly, disciplined and commercial fashion and kept neat and tidy at all times
24. Ensure all merchandise is checked, priced and stocked properly
25. Be aware of all store promotional activities, including window displays, advertising etc.
26. Ensure all promotional material/ticketing is ordered and in place on time and in keeping with company standards
27. Ensure regular feedback is given to senior management on customer reactions to merchandise
28. Following health and safety procedures and security procedures
29. Learn, understand and comply with all company policy and procedures
General
30. To assist with any other duties required by Store Management
31. To maintain a good working relationship with colleagues in store, Head Office, Brown Thomas Dublin, BT2 Regional Stores and Arnotts
32. To represent the Company’s interests with all internal & external interactions
33. To observe confidentiality in respect of Company activities
34. To be aware of and adhere to all store audit requirements
KNOW WHAT WE’RE LOOKING FOR
35. Effective communication
36. Strong sense of teamwork
37. Self-motivation
38. Strong customer service skills
39. Passion for our brands and our products
KNOW HOW WE WORK
Experience is our business: Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.
We Are More Than Shops: We create enjoyable places, to excite, where people socialise, discover, learn and are inspired, and where local communities are enriched.
We are Curators: Our unique range of product and services are key to the sense of excitement that Brown Thomas Arnotts is renowned for, whether for a special day or every day, things that make our customer’s lives better.
We Care for Our People: We believe a great customer experience starts with a great people experience. That is why we promote a culture where talent is nurtured and where creativity and learning are valued.
We Succeed by Working Sustainably: We are community-focused and our aim is to cultivate retail environments that are conscious, considerate and commercial.
Brown Thomas Arnotts is an equal opportunity employer committed to fostering a diverse and inclusive workplace where culture and creativity come together. Our future success depends on the perspectives and contributions of all team members – their diverse backgrounds, abilities and experiences make our business stronger. We don’t discriminate on the basis of gender, marital status, family status, age, disability, sexual orientation, race, religion, and / or membership of the Travelling community.
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