MAIN PURPOSE OF JOB

" Ensure shop complies with all legal requirements including the Gambling Act and Health and Safety
" Responsible for ensuring the shop trades for the hours specified by the company
" Responsible for the shop staff rota ensuring maximum efficiency throughout trading hours
" Responsible for ensuring the optimum performance of the shop and the shop team throughout trading hours
" Ensure brand image is adhered to at all times both internally and externally
" Ensure staff are trained to the appropriate level according to company guidelines
" Provide Totesport customers both internal and external, with excellent customer service at all times
" Provide the highest levels of service in order to increase profitability at all times
" Strive to meet or exceed net profit budget
" Maximize profitability and achieve business goals and budgets set by Area Manager
" Drive profitability through sales and promotions and effective and efficient management of the business
" Control payroll budget in line with business levels
" Analyze and evaluate trading reports
" Look to out perform our competitors both within our sector and the leisure business as a whole

KEY ACCOUNTABILITIES

Management
" Responsible for delivering overall performance of the shop
" Deliver briefings to staff to ensure they are aware of marketing and operational information
" Ensure staff are wearing the correct uniform and to the correct standard
" Ensure communication is maximized through shop team
" Organise and administer staff breaks
" Conduct regular shop meetings addressing all issues with appropriate persons
" Refer consistent poor performance to the Area Manager
" Lead by example
" Look clean well groomed and professional at all times
" Work with the Area Manager to maintain flexibility of resources within the operational requirements
" Ensure proper control of expenses (controllable items)
" In conjunction with the area training coordinators, ensure that induction and basic on the job skills training is undertaken for all shop staff
" Monitor competitors activities
" Compile Period Report and send to Area Manager within one week of Period end
" Ensure machines are operational throughout trading hours as directed
" Review shop trading reports. Identify areas of poor performance and develop action plans to remedy
" Ensure all deadlines for administrational requests are met
" Ensure all staff start and finish work at the correct time
" To mentor colleagues and address skill and recruitment gaps as appropriate
" Monitor customer activity and recommend appropriate action

Shop presentation / Marketing
" Present the shop for opening, ensuring that all necessary information and promotional materials are displayed
" Ensure that all staff are briefed on new promotions in order to give accurate information to customers
" Encourage staff to proactively sell high margin products and promote live marketing campaigns
" Maintain high levels of personal, staff and shop presentation in line with shop audits
" Ensure cleaning duties are completed to company standards

Customer Service
" Ensure that staff achieve defined customer service standards
" Effectively lead, develop and motivate shop team
" Successfully resolve customer complaints or escalate to appropriate person / level
" Ensure that all bets are accurately and speedily settled / entered into EPOS

Cash control / Security
" Ensure shop security procedures are adhered to at all times in terms of staff and cash safety
" Ensure correct operation of safes, inserts, CCTV, magnetic locks etc
" Operate in accordance with all Company procedures or as instructed by Area Manager
" Accurately complete all company documentation at the close of business
" Report any repairs necessary to the Area Manager or appropriate department
" Ensure compliance with Health and Safety Policy rules and regulations at all times
" Ensure correct and effective cash control procedures are adhered to at all times
" Ensure banking is completed to specified levels as instructed by Area Manager
" Effective management of staff errors and escalation if problems persist
" Aware of and adhere to Company Trading Principles

Compliance
" Understand and ensure team are aware of Gamcare principles
" Comply with requirements of the Compliance Manual
" Understand and ensure team are aware of DDA principles
" Ensure understanding of and familiarity with all legal requirements, Betting Rules and Company rules in respect of the operation of the business and be responsible for the operation of the business within such requirements and rules
" Ensure all documentation requirements are completed within specified time scales

Other
" Participate in the recruitment, training and development of staff as appropriate
" Provide general support to Totesport Retail management in order to achieve business objectives
" Assist the management team as required and carry out any reasonable task as required
" Undertake any other duties commensurate with the role

PERSON SPECIFICATION

QUALIFICATIONS
" GCSE Maths and English

EXPERIENCE/SKILLS
" Good numeracy skills (Essential)
" Customer service experience (Essential).
" Management / Supervisor experience (Essential)
" Previous experience in the racing/betting/retail industry (Desirable)

KEY COMPETENCIES
Customer Focus
Effective Communication
Working with Others
Business Focus
Developing Others

PERSONAL CHARACTERISTICS
" Ability to lead and motivate team
" Ability to work under pressure.
" Enjoy working with the general public

ESSENTIALS
" Must be flexible regarding working hours
" Must be able to work evenings, weekends and bank holidays