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Store Support Lead

Bernardi Group - Fyshwick, ACT

Source: uWorkin

Source: uWorkin


Under the leadership of the Store Manager, you will assist with the direction of Customer Service Assistants whilst being the Manager on Duty, delivering results during your assigned time, drive key performance indicators and brand loyalty by leading through your team. The Store Support Lead is the Store Manager’s Primary Assistant. They are specifically responsible for key administration functions in personnel management & payroll, cash management, stock management, cleanliness, safety and driving sales. The Store Support Lead is part of the management team that sets the tone by embracing and living the Ten Tops values.


Duties may include but are not limited to:

  • 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

This job description is not all-inclusive. Additional responsibilities will be determined by the Store Manager, as dictated by store needs


  • Frequently operate computer, printer and cash register
  • Frequently move merchandise weighing up to 10kg and up to a height of 1.5-3m
  • Frequently ascend/descend ladders in order to retrieve and put away stock
  • Frequent use of stock trolleys, pallet jacks for the moving of stock
  • Frequently position self to kneel, bend and stoop, including in stock room and on the sales floor
  • Frequently communicate and exchange information with customers on the telephone and face-to-face in the store, as well as with staff. Must be able to exchange accurate information in these situations
  • Frequent movement across the store directing staff to and from the back office and stock room retrieving and putting away merchandise
  • Must be able to identify and execute merchandise layouts, staff schedules, and standard operating procedures
  • Must be able to remain in a stationary, upright position for 80% of the time
  • Recent relevant work experience
  • Demonstrated understanding and willingness to provide excellence in customer service
  • Ability to multi-task, direct and manage people
  • Creative thinking
  • Ability to maintain composure under pressure
  • Solid numeracy skills

High presentation, professionalism, excellent communication skills with an extrovert persona, customer service focus, understanding of retail best practice, enthusiasm to work within a team environment and the enjoyment of connecting with people.