One Stop - Franchise Helpdesk Advisor

Hours: 37.5

Salary: Competitive Plus Benefits

Location: Brownhills WS8 7HU

United Kingdom

Apply by: 06/06/2023

One Stop - Franchise Helpdesk Advisor

Brownhills WS8 7HU

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About the role

At One Stop we aim to serve our local shoppers a little better every day, with a culture that is friendly, fun and where everyone is treated with respect, you have a really great place to work. As part of the team, you can make a difference to our business by:

  •  Treating each other how they like to be treated.
  •  Making things easier.
  •  Working together as one team.
  •  Making our customers at the heart of everything we do.

We want you to understand the business inside out, we need you to live and embed our values and build great relationships with the amazing people across our business.

As a business we’re at our best when we’re connected and working together. We believe coming together in person enables us to deliver more effectively on our core purpose and provides stronger connection between colleagues, as well as with customers, and suppliers. It also allows us to truly experience the culture which makes One Stop a great place to work for all.  At One Stop we offer a flexible working pattern that will support us to connect more in person, whilst continuing to provide the flexibility that we know you value and maintain the benefits we have experienced from blended working. All colleagues will be expected to spend at least two days each week working in the office and should expect to come together more than this on a regular basis, as needed, on any given week, this will be driven by role, business priorities, workload requirements, or to enable us to work more effectively together. Please talk to us about what this means for you.

You will be responsible for

  • I provide support, coaching and assistance to Franchise stores through the helpline, e-mail and Slack on the following areas:
  • Store ordering 
  • Ranging / scanning issues
  • Stock and Delivery procedures
  • Till operations and functionality
  • Store Back office operations
  • Basic IT queries
  • Supplier issues
  • I provide support and assistance to Business Development Managers as and when required
  • I log all queries raised on the Zen Desk call logging system accurately and in a timely manner
  • I assist colleagues from within the wider business with queries relevant to the stores
  • I am an expert in store procedures and operations – including Cash handling processes, stock and delivery processes, and all till and back office functions
  • I am able to access remotely stores EPOS systems and operate them to assist stores
  • I  continually demonstrate great customer service by ensuring all enquiries are answered in a professional, courteous and timely manner.
  • I escalate issues I cant resolve to my team leader or relevant colleagues / departments so that issues can be resolved quickly.
  • I constantly look  for ways to simplify existing store processes and my teams ways of working and share these ideas with my team and line manager
  • I liaise with my helpdesk colleagues to ensure we identify common recurring issues that need flagging to our line manager
  • I gather data from stores or systems to help provide the information for myself / my team or my Manager to make decisions
  • I attend stores to gain knowledge and build relationships.
  • I ensure I am fully informed and up to date on latest retail communications to stores
  • I make decisions that are considered and appropriate to the information available and right for customers, colleagues and the business
  • I work cross functionally for the best possible outcome
  • I take responsibility for my actions and decisions
  • I demonstrate the Company values in all my communications

Technical Skills:

  • Effective Communication
  • Analysing & Decision Making
  • PC Literate
  • Remote Access Software Knowledge

You will need

To understand how we lead:

Believe in each other:

Building trust-based relationships

Caring for each other

Backing each other

Being clear on our shared purpose

Finding ways to work better together, driving end to end collaboration

Respecting & valuing each others expertise and contribution

Stay Curious:

Looking in different places for new ideas and perspectives

Being inclusive and giving everyone a voice

Wanting to learn more

Seeking to understand yourself and others

Embracing change and adapting to the opportunities and challenges it brings

Understanding how your work enables our purpose and strategy

Be Brave:

Taking responsibility for your decisions and making things happen

Pushing the boundaries by taking measured risks

Doing the right thing for customers, colleagues, communities & the planet

Speaking up when something doesn’t feel right

Being yourself and showing your vulnerabilities

Acknowledging when something doesn’t work; fail fast, share learnings, and move on

Live 20/80:

Doing only the few things that will make the biggest difference

Ruthless prioritisation

Finding creative ways to get there quicker and with less effort

Acting like it’s your own money, resource and time

Striving for progress over perfection

Using what’s already there, not always needing to reinvent

What’s in it for you

At One Stop we value our colleagues just as much as our customers, and part of this is the benefits we offer:

  • 10% Discount in One Stop & Tesco stores
  • Discounted Tesco pharmacy services
  • Discounted shopping website
  • A great holiday package
  • A commitment to your career development
  • Community involvement and charity work
  • Pensions Scheme

One Stop is a subsidiary of the Tesco Group but is operated as a separate business and as such benefits offered will differ between One Stop and Tesco.

One Stop have the right to withdraw the vacancy before the closing date should a successful application be received prior to the closing date. As such we would highly encourage you to submit your application as soon as you can.

About us

One Stop Stores Ltd is a leading organisation in the UK Convenience Store market, we are owned by Tesco PLC but operated as a separate business.

One Stop is a retail convenience business with over 850 shops and a key focus on being the best store for customers in the neighborhood. Open 7 days a week One Stop aims to meet the needs of all its local customers.

Since 2003 we have been a subsidiary of Tesco. With our stores situated throughout England and Wales, there’s sure to be a One Stop near where you live or work.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancies


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