Key Holder - Retail Sales Assistant

Mainland Toys Limited; Christchurch; On-site; NZD 28,000 - 34,000; Part time

Job summary

Mainland Toys Limited – Christchurch, South Island is seeking a part-time Sales Assistant (Key Holder) to support the store manager at Hornby. You will handle customer service, online orders, stock receipts and merchandising while leading front-of-house when managers are away.

The role focuses on delivering excellent customer experiences, managing pre-orders, and maintaining store standards in a fast-paced toy retail environment.

Qualifications

• At least 3 years work as a sales assistant in an equivalent retail environment.
• At least 1-2 years experience as a key holder is ideal but not essential.
• Basic Excel spreadsheet skills are highly desirable.
• Experience with the Infinity operating system is desirable but not essential.
• Excellent customer and team relationships.
• Good written and verbal communication skills.
• High levels of attention to detail.
• Fast learner.

Responsibilities

• Serve customers and dealing with non-standard customer issues.
• Process online orders and click/collect orders within target timelines.
• Receive, check and receipting of goods.
• Deal with damaged/faulty stock and follow up with supplier.
• Merchandise and ticket product.
• Direct staff when manager/assistant are not present.
• Build ride-on vehicles for customers or display.
• Grow the Toyworld customer database and sign-ups.

Skills

Customer service

Communication

Attention to detail

Fast learner

Tools

Excel

Infinity POS

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Mainland Toys Limited – Christchurch, South Island

Title: Sales Assistant (Key Holder) – part time

Reporting to: Store Manager- Hornby

Direct reports: None

Key relationships: Internal: Store manager/assistant manager, office administrators

External: Customers

Company mission statement

Toyworld is committed to bringing families together, by providing the best range of competitively priced, fun, educational toys, games and gift solutions available. We offer a unique destination shopping experience for adults and children through up-to-date product knowledge along with the highest standard of customer service.

Operating environment

Toyworld is a co-operative with 32 stores in New Zealand. Each store is independently owned but follows the national marketing programme that is supplemented by further local marketing activities. Mainland Toys Ltd owns and operates multiple Toyworld retails stores in the South Island (3 in Christchurch, Nelson, Dunedin and Invecargill).

Mainland Toys aims to standardise all operating procedures, marketing and processes across it stores whilst building one-to-one relationships with local customers. The Mainland Toys head office is located in Christchurch and centralises all pricing, most purchasing and printing of tickets. Support is provided from the head office and the other Toyworld stores as well as access to fully documented processes and procedures.

Toyworld operates in a fast-paced environment and business that changes significantly within a week and is seasonal. The role of key holder needs to be able to multi-task and operate in a dynamic manner whist having fun.

Purpose of position

This role forms a key part of the store operations and customer experience located at our Hornby store. The role is responsible for supporting the store manager/assistant manager in the full operation of the store whilst operating in a proactive manner. When the store manager and assistant manager are not present the key holder is responsible for the in-store operations. The role is expected to be able to undertake the following tasks following a training period:

Serving customers and dealing with non-standard customer issues

On-line orders and click/collect orders are processed within target timelines

Receiving, checking and receipting of goods

Dealing with damaged/faulty stock and following up with the supplier

Merchandising and ticketing of product

Directing staff when the manager/assistant are not present

Building ride-on vehicles

Growing the Toyworld customer database

Digital posts are made in conjunction with the marketing programme. On-line enquires are dealt with promptly

Providing feedback to Toyworld management of opportunities and/or issues

Accountabilities/Expected end results / Indicators of Success

Serving customers and dealing with non-standard issues. Providing a gift wrap service. Customer pre-orders are managed

Customers have an excellent experience.

Issues are dealt with professionally following agreed processes but using management discretion where appropriate

Customer pre-orders are managed and followed up with a text/email/phone as appropriate

On-line order and click/collect orders are processed within target timelinesOn-line orders are processed within 30 minutes of an order of order receipt. On-line fulfilment orders are packed and shipped same working day for orders before 3pm

Receiving, checking and receipting of goods

Product is receipted within a day of arrival (unless at very busy times). Stock is checked with the invoice and prepared for placement in the store

Merchandising and ticketing of product

Product placement is maximised in the store. Stock is kept tidy on shelves and optimised for sales/clearance product and high moving items.

Ticketing of product and ensuring tickets remain in good order. Arranging replacements when needed

Directing staff when required

Directing staff if the manager/assistant manager are not present to ensure staff are all productive

Building ride-on vehicles

Building and repairing ride-on vehicles for customer orders and/or display models.

Growing the Toyworld customer database

Actively supporting the monthly draw to get customers to sign up to the Toyworld club

Website posts are made when requested. On-line enquires are dealt with promptly

Posts are made when requested and in conjunction with the marketing programme.

On-line comments/questions are responded to the same day

Undertake tasks of a key holderOpening/closing the store in a timely manner. Completing the end of day reconciliation. Liaising with the weekly cash collection companyExcellent communication to Toyworld management of opportunities and/or issues. Actively identifying issues/opportunities to improve. Promptly escalating data issues

Additional tasks are undertaken as directed by management e.g. lead on merchandising or front of house, etc

Qualifications and Experience

At least 3 years work as a sales assistant in an equivalent retail environment

At least 1-2 years experience as a key holder is ideal but not essential

Basic Excel spreadsheet skills are highly desirable

Experience with the Infinity operating system is desirable but not essential

Key Competencies and Attributes

Excellent customer and team relationships

Good written and verbal communication skills

High levels of attention to detail

Fast learner

Work pattern

The role is part-time with a typical shift pattern of Sunday to Tuesday with a minimum 19 working hours in a typical week plus additional days/hours to cover annual leave and sickness. The role is waged and is expected to work on public holidays other than when the store is closed (i.e. Christmas Day, New Years Day, Good Friday, Easter Sunday, Anzac Day am).

Due to the seasonal nature of toys, annual leave is not permitted from mid-November to after Boxing Day specials unless by exception with management approval. Additional hours may be required to work with some late-night store hours.