Store Support Lead: Customer Experience & Operations

Bernardi Group; Young; On-site; AUD 60,000 - 75,000; Full time

Job summary

Ten Tops is seeking a Store Support Lead in NSW to assist the Store Manager and supervise Customer Service Assistants. You will act as Manager on Duty, drive KPIs, payroll, stock and cash handling while upholding SOPs and safety. The role focuses on delivering fast, friendly service and maintaining store standards.

You'll lead a small team in a value retailer known for affordable goods, while coaching staff and supporting store operations day-to-day.

Qualifications

• Recent relevant work experience.
• Demonstrated excellence in customer service.
• Ability to multi-task, direct and manage people.
• Creative thinking.
• Ability to maintain composure under pressure.
• Solid numeracy skills.

Responsibilities

• Ensures all customer service assistants are making personal contact with customers.
• Responsible for achieving store goals as provided by the Operations Manager.
• Responsible for leading Front End Operations.
• Training staff on our Customer Service values.
• Ensures each customer has fast, friendly checkout service.
• Responsible for maintaining the store cleanliness, recovery, and ready for customers at all times.
• Responsible for opening and closing store procedures.
• Assist with Front End Operations.
• Responsible for performing SM duties in their absence.
• Assists in supervising all team members.
• Assist in training, coaching and development of all Assistants.
• Reviews all corporate communications and reacts accordingly.
• Partners with Store Manager and/or corporate office regarding store issues.
• Drives store sales and controls expenses.
• Assists payroll process and ensures payroll is within budget.
• Assists in merchandising procedures.
• Adheres to and holds assistants accountable to all Standard Operating Procedures (SOP).
• Responsible for cash handling procedures including but not limited to preparing and dropping bank deposits.
• Authorises register functions including post voids, returns and discounts.
• Complies with Human Resources policies and procedures.
• Assists in receiving and stocking procedures.
• Receiving Deliveries and management of invoicing/paperwork.
• Checking off stock to invoice.
• Assists in driving Key Metrics: Sales, Margin and Expense Control.
• Performs store maintenance including but not limited to taking out garbage, cleaning, maintaining stock room.
• Strong culture of safety at all times including the correct use of carton cutter, ladders & trolleys.

Skills

People management

Customer service

Multi-tasking

Creative thinking

Stress management

Numeracy

Job description

Ten Tops is seeking a Store Support Lead in NSW to assist the Store Manager and supervise Customer Service Assistants. You will act as Manager on Duty, drive KPIs, payroll, stock and cash handling while upholding SOPs and safety. The role focuses on delivering fast, friendly service and maintaining store standards.

You'll lead a small team in a value retailer known for affordable goods, while coaching staff and supporting store operations day-to-day.