Position Description - Connected Solutions Expert

Applies to: all Noel Leeming team

Overview

To take responsibility for the success and excellence of the Connected Solutions zone in-store. Delivering business results: achieving sales/ profit targets for Noel Leeming/ Noel Leeming Group Limited, namely, connection targets and device sales target. Training / Driving Connectivity within your teams. Providing excellent customer service to all customers offering the full Connectivity Solution for Mobile Communications and Broadband (device/plan/network and additional benefits).

Our Way

‘SPIRIT’ is Noel Leeming Group’s values and behaviours that help guide our actions and decision-making with everyone we interact with including our customers and each other.

• Strive Our standards are high yet daily we strive to exceed them.

• Passion Passion is the heart of everything we do.

• Integrity We do the right thing.

• Respect Respect for all guides our actions and decisions.

• Innovation We provide innovative end-to-end solutions.

• Teamwork  We work together to achieve our goals.

Nature and Scope of Role

To make Noel Leeming a great company to do business with by:

• A commitment to excellent customer service.

• Being an integral part of the store team reporting directly to the Store Manager and this role will also have a dotted line to the Connected Solutions National Manager.

• This role will be seen by the business as the Connected Solutions Expert in store and will take responsibility for the Connected Solutions Zone.

• The Connected Solutions Expert has an attitude, passion and desire to teach and drive the benefits of selling connectivity within store.

• The professional image of the Company is projected positively at all times this includes the wearing of the Company uniform.

Key Responsibilities/Accountabilities

Duties and Relationship Management

• The Company will support and train the Connected Solutions Expert to be able to deliver excellent customer service and to achieve targets.

• To be conversant with all Company systems, policies and procedures, including statistical analysis and using the Company sales and training programme, which encapsulates the entire operational system for the day-to-day running of the business.

• Display expectations and track connection results against monthly/weekly targets.

• To submit  a Weekly report by Sunday to the Connected Solutions National Manager

• Attend a weekly Connected Solutions conference call

• To conduct self in a professional manner at all times, this also covers personal presentation, demeanour and driving Company vehicles.

• Will be required to assist in other areas of store sales as required.

• To follow up with all customers to ensure on going customer satisfaction and network for future business

• To follow the non-negotiable service standards for Noel Leeming, including in relation to phone calls

• To undertake, where necessary, delivery of goods to customers, including installation and tuning in accordance with Company outlines and policies.

• To take responsibility for, and proactively resolve, customer issues and complaints as they arise

• To undertake any other duties as required.

Business Performance

• Ensure that all activities are consistent with and supportive of the business plan.

• The Connected Solutions Expert will ensure Product Knowledge sessions and events, to demonstrate the product and services, talk through options, recommend the best solution, sell and provision the customer.  To do this a high level of product knowledge is essential to sell connections and handsets, this includes:

• Devices: Know all the devices we sell, and the key benefits and features including: prices/brands/screen sizes/camera specs/processor/operating systems etc

• Plans: Understand all of the key plans from the 4 major players, across post-paid and prepaid and what is the best for our customers

• Networks: Know the strengths and weaknesses of the network within your regions, including 3G and 4G coverage.

• Added network benefits: Will become increasingly important in the future as plans have parity (e.g.Spotify/$11 Movie tickets/Priority ticketing to music gigs)

• Broadband: Champion Broadband opportunity within your team, understanding the technology/terminology/offerings as well as sales process and be able to train within your teams and drive Broadband leads/orders.

• To be aware of the Company’s sales/profit objectives.

• Coordination of particular projects and promotions with other team members may be required from time to time

• Setting monthly, weekly and daily sales targets, which in conjunction with the Store Manager.

• To follow the Company Selling Steps process for all sales

• To maintain a designated area of responsibility as per the standards set down in the VM Area of Responsibilities Standards and as directed by the Store Manager

• Be able to recognise and actively search for opportunities to increase sales and profit

• To understand and conform to all Company policies and procedures.

Self-Development

• To actively seek product knowledge and to attend Product Knowledge sessions from time to time

• Keep abreast of industry and professional knowledge.

• Personal skills and competencies kept up-to-date with professional development.

Health and Safety

• To be responsible for and manage for the Company/ Store Health and Safety Policy, reporting any unsafe work conditions, equipment or practices.

• The Company is not exposed to unnecessary risk or costs associated with non-compliance.

• Maintains safe, organised and neat work areas.

Stakeholders

• Store Manager / Connected Solutions National Manager

Challenges

• Drive effective and positive management practices aligned to the NLG culture, values and customer needs.

• Be an Expert in connectivity, understanding of offerings/benefits/terminology as well being able to handle objections and share your knowledge within your teams.

Professional Qualifications/Experience

• Previous Telecommunications sales/customer service experience with a proven record of hitting and exceeding targets.
• Knowledge of mobile handsets and connections.

Personal Competencies

• Passion for technology and providing excellent service. 

• An energetic and positive attitude.

• A confident and personable demeanour.

• Well-developed communication and listening skills Have high levels of initiative, display good team work skills, be flexible and adaptable.

• Be able to think in a focused, analytical and detailed manner.

• Display high levels of accuracy.

• Demonstrate numerical competence.

• Be able to self-organise, plan and prioritise effectively.

• Dedicated to meeting the expectations and requirements of internal and external customers.

• Strong interpersonal skills and capable of building effective relationships with team members, internal teams and customers to gain their trust and respect.

• Demonstrates a commitment to delivering on key objectives.

• Excellent time management and prioritisation skills.

• Accepts full responsibility for self and contribution as a team member.

• Values and respects other people’s opinions and contribution at every level of the business.

• Anticipates potential problems and proactively addresses them.

• Honest and ethical with customers and fellow colleagues at all times.

• Results oriented and self-motivating.

• Tenacious and resilient, driven to achieve even when faced with obstacles.

• Adopts and maintains a professional and positive attitude including standard of dress and demeanour.

The above duties and responsibilities within this role are not meant to be limiting – rather to give an outline of essential duties of the position that may change from time to time, which will require flexibility.

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