Branch Supervisor

PURPOSE OF THE ROLE

To establish relationship with the clients to high standard of customer service by maintaining the reception area and managing data base effectively.

KEY RESPONSIBILITIES

1. Front Desk: - Inform relevant technicians of the client’s arrival with treatment details and timings - Ensure communication is accurate throughout the branch and that all documents and systems reflect the correct situation of the branch - Receive and greet visitors in an efficient, tactful and courteous manner - Maintain adequate cash in drawer. - Assisting in the closing of the Branch and daily sales cash collection and ensuring they are accurately administered and completed. - Understands the customer (both external and internal) / phone and face to face, builds strong collaborative customer relationships and builds customer trust and confidence - Record delays of treatment with accuracy - Have full knowledge of Front Desk SOPs 2. Computer bookings: - Ensure the booking system is managed effectively with scheduling, reconfirmations and follow ups of client appointments changing colours in the phorest system - Check out clients after appointments and ensure that the actual treatment is recorded in the system. - Ensure accurate client details are maintained and updated on a regular basis - Sign the waiting list - Manage lunch blocking of the therapists - Check if skills of therapists are updated - Blocking of therapist leave and identify shortage if any - Money collector: - Maintain the checklists and SOP’s of the reception area - Fully conversant with all pricing structure and promotional details. - Use appropriate money collector language at all time - Have full knowledge of Money Collector SOPs 3. Client/colleague interactions: - Provide a full reception service for staff and clients Job description

Page 2 of 3 - Handle customer queries and appointments and ensure response/ reconfirmation is given within the decided timeframe. - Record customer complaints and inform the Branch Manager - Actively promote BBL services and retail. - Ensure the branch ambience is maintained. - Assist Branch Manager with assignments/ task of the staff. - Uses all the required tools of communications when dealing with others (phone and face to face), keeps supervisor informed whenever necessary, participates effectively in meetings, delivers effective presentations. - Listens to client concerns with empathy and offers every possible help within the role assigned and BBL policies and procedures, ensures a follow through of the client issue till its closure - Works well in groups, helps resolve conflicts, facilitates meetings, works well with other departments, is flexible and open-minded, focuses team on strategies and goals and motivate team 4. Branch Manager Support: - Develop and maintain a courteous and professional relationship with clients. - Handle customer complaints and ensure response is given within the decided timeframe. - Guide technicians to acquire a thorough comprehension of client's needs, mistakes and misunderstanding to be eliminated - Ensure communication is accurate throughout the branch and that all documents and systems reflect the correct situation of the branch - Prepare all daily and weekly reports (Skill report, Employee movement, Maintenance & Breakage report) - Assist Branch Manager at staff meetings, or conduct meetings in absence of the Branch Manager - Assist the Branch Manager to maintain stock level and inventory. - Assist in cost control measures - Maintain cleanliness of work station and surrounding work areas and ensure that daily cleaning duties are observed - Ensure uniform code is maintained - Assist in selecting staff for core value staff recognition programs by internal monitoring - Assist in compiling requests of leave from employees - Assist in checking the compliance of requirements from Legal authorities - Assist in the management of Schedules of employees in the branch - Assist in assigning duties to technicians - Assisting in the closing of the Branch and daily sales cash collection and ensuring they are accurately administered and completed. - Assume total responsibility for the smooth running of the Branch in the absence of Branch Manager.

Job description ____________________________________________ _____________________________3 PROFILE REQUIREMENTS 1. Education High school or equivalent Vocational training certificate 2. Skills Passionate about customer service Able to speak and write English Good communication and people skills, including good listening skills Time management skills Ability to handle pressure and stress Good Work Habits and discipline Attention to Detail Good team player but can work independently Excellent Personal Grooming Computer literate (word & excel) Able to operate POS Ability to handle pressure and stress Multi-tasking Good phone skills Customer service knowledge Solid services & products knowledge 3. Experience Min. 3 years’ experience working as a