Service Lead

INTRODUCTIONAt Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. Coach and provide feedback to the team as necessary to ensure all customers serviced in the store are given the full Burberry Experience in line with brand strategies.Manage the customer flow to ensure the best possible service and that no client is left unattended. Set the pace and standard to deliver excellent service to customersDrive partnership on the selling floor between sales associates, specialists, stock associates and operations teamCoach “in the moment” and after every transaction and client interaction, reach out to associates to talk through the successes and opportunities and ensure proper follow-through on follow up actions.Develop and retain talented employees, by recognising and rewarding performance through monthly development plans and annual performance reviews.Lead by example by delivering the Burberry Experience to customers when necessary.Partner with GM, SM and S&P to take ownership of Burberry Experience training within the store. Deliver formal performance feedback in partnership with store management through monthly Burberry Experience Development Plans.Resolve difficult customer issues and escalate to management when necessary.In absence of store management, responsible for processing post-void transactions, authorising promotional discounts and employee salesDrive the digital experience in store and use digital resources to communicate whenever face-to-face is not possible.Hold a good understanding of the business and effectively communicate needs and ideas to bring the business to next level.Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations.Assist with the opening and closing of store which includes securing doors, windows and merchandise, successful alarming of store and POS proceduresAdditional duties as required.PERSONAL PROFILEAdvanced knowledge of POS system.Previous experience with Apple mobile devices and comfortable with the use of digital tools.1-2 years previous supervisory or management experience in retail sales.FOOTERBurberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.Expected base salary for the role will generally be between $28.00 and $31.00 per hour at the commencement of employment.