Job Description Retail Customer Service Advisor

Job Title

Customer Services Advisor (Retail)

Line manager/ Reports to

Insert as applicable e.g. Retail Manager

Team/ Department

Insert as applicable

Retail outlet Location

Insert as applicable e.g. Braintree or add in as applicable such other location that may be required of the job role

Website details can be inserted here

Job Ref & about the organisation  

Social Media info etc 

Core Objectives

To be part of the team responsible for the customer experience in the retail outlet, providing day to day customer service within the retail outlet operations for a first class customer experience including; dealing directly with customers with general queries and enquiries and advising and assisting customers while contributing to maximising sales.


The role also includes carrying out stock management and store operation processes to help minimise risk and costs.


At all times adhering to brand values and providing customer focus, to help achieve maximum efficiency, quality, service, sales and profitability for the organisation.


Main Tasks/Duties and Responsibilities 



Day to day responsibilities agreed with your manager to include:

– greet and  assist customers with customer queries and sales and in their general experience in the retail outlet

– advise and assist with all aspects of customer service and satisfaction, including helping to resolve customer complaints and queries

– process customer returns with refunds or exchanges  in accordance with organisation policy

– process returned products in accordance with organisation policy

– know the organisation,  brand values and the stock

– advise customers as to stock and purchasing generally to provide for a first class customer experience and helping to maximise sales

– maintain excellent service and standards

– assist with managed returns including checking/verification, quality control and storage and completing all applicable documentation/data entry

– assist with stock control, storage and levels to maximise sales

– follow cash handling procedures and use the electronic point of sale system to ensure accurate recording of sales, stock throughput and stock levels.

– maintain accurate records, in accordance with applicable criteria and guidelines

– assist with security issues to help minimise losses

– ensuring the retail outlet, products and displays are clean and tidy at all times

– immediately report problems that may impact on the organisation and/or its customers to Line Manager

–  support to all other retail outlets and head office with information and market insight

– set an example for team members of commitment, retailing expertise, customer service, brand values, work ethics and habits and personal character

– responsibly use resources and control expenses to meet budgetary controls

– adhere to all organisation policies and procedures

– interact and co-operate with all members of the organisation, its suppliers and customers

– contribute to the smooth running of the retail outlet


From time to time you may be expected to be part of special projects as are reasonably required of your job role.

You are responsible for your allocated workload and must meet all targets as agreed with your Line Manager. You must contribute towards the smooth running of the organisation generally.


Your usual hours will be from 9am to 6pm on 5 days a week. This will include working at weekends.

However you will be expected to work as and when necessary to meet the needs of the team and your targets.

Insert anything else as required

Secondary Tasks/Duties





The role is part of the whole organisation team and as such requires you to perform such reasonable tasks that are required, as and when necessary, to maintain, promote, develop and expand the business of our organisation and its interests generally.


You must carry out your duties to the best of your ability, having consideration for the needs of your colleagues, the organisation and its clients/customers. You must obey all lawful and reasonable orders given to you and comply with the organisation’s rules, procedures and policies

Management / Supervisory Responsibilities

People or equipment



You are responsible for the equipment provided to you for use in your job role and to your team. This means you must ensure that equipment is used in accordance with training provided, the entire organisation’s policies and procedures and the law and using, where applicable any safety equipment or Personal Protective Equipment provided. You are responsible for ensuring that the equipment used by the team is maintained and can be used/operated at all times.

Essential Abilities/ Competencies of this job role

You need

– qualifications sufficient to perform the job role – insert as applicable

– languages required – insert as applicable e.g.  English, French

– experience in this type of job role – insert if  applicable

– understanding of retail  requirements and dynamics

– to be able to use – insert specific equipment/system if required

– excellent commitment to customer service

– high degree of integrity and honesty in all dealings

– excellent interpersonal, customer-facing,  organisational and communication skills

– ability to work under pressure and in challenging situations

– full driving licence

Insert anything else as required


You need to have and maintain (with regular training and updates as necessary) the knowledge, technical skills and qualifications that are necessary to perform your job role to comply with the requirements of the organisation and any applicable rules, regulations, and with any law which applies to your job role.

Special Working Conditions

You may be expected to work in accordance with the organisation’s overtime policies

Insert following if applicable – The nature of your role will require you to travel within the area that your team covers. However, from time to time you may be expected to travel outside that area as the job role requires.


Salary/wages  level

C – £14,000 or insert £ per hour


insert details of any benefits

Approved by Name

John Smith

Job Role

Insert details as applicable

Date approved