Position Description - Installation Specialist (Store)
Applies to: all Noel Leeming team
Overview
To perform home deliveries, and where required, to complete installation, set up and demonstrate the product sold by Noel Leeming Group Limited.
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
This position reports through to the Store Manager and thus forms part of the store team.
The Installation Specialist will understand, and ensure their performance reflects, Noel Leeming’s core values and Mission Statement.
The Installation Specialist will be aware of the competitive and customer oriented nature of the work to be undertaken and will appreciate the necessity for maintaining and improving upon Noel Leeming and Noel Leeming Group Limited’s market position. The Company is committed to excellent customer service and to achieving its set targets. The Company will support and train the Installation Specialist to be able to achieve targets and in return, the Installation Specialist must be conversant with all Company systems, policies and procedures.
The Installation Specialist is responsible for the home delivery and installation of products sold by Noel Leeming Group Limited such as whiteware, brownware and computer products.
They will have a sufficient level of product knowledge to correctly install and demonstrate the product being delivered. The removal of old appliances and packaging may also be required.
The Installation Specialist is often our last point of contact with our valued customers therefore a high level of customer service and professionalism is very important, as is a neat and tidy appearance.
As the majority of deliveries will be to private homes, the Installation Specialist must have respect for the privacy of our customers. The Installation Specialist will conduct themselves in a professional manner to ensure that the professional image of the Company is projected at all times. Part of the Company’s professional image is to provide an Installation Specialist with a Company uniform which is required to be worn during business hours and at all official Company functions (e.g. training sessions) and supplier events.
The Installation Specialist will be required to drive a company vehicle to undertake deliveries and other company business. All company vehicles must be driven lawfully and in a courteous and safe manner at all times. At least a Restricted Driver’s Licence is required in order to drive company vehicles and the employee must abide by any restrictions and endorsements of their licence. In order to drive company trucks and forklifts, the appropriate licence endorsement is required.
The wellbeing, health and safety of all team members is important to the Company and as such all team members must follow the safe work practices outlined in the Company’s Health and Safety Policy.
Key Responsibilities/Accountabilities
• To provide a high level of customer satisfaction with the Home Delivery Experience
• To provide excellent customer service for internal customers, including stores
• To follow the non-negotiable service standards for Noel Leeming, including in relation to phone calls
• To take a proactive approach to solving problems when customer expectations are not met
• To ensure that deliveries are performed efficiently to set standards of productivity
• To ensure that all installations are performed to a high standard of quality including demonstrations
• To ensure the security of products and cash in their care
• To demonstrate a high standard of driving courtesy, as this projects the professional image of our company
• To be responsible for the care and maintenance of the assigned vehicle
• To comply with the Company’s Health and Safety Policy, including immediately reporting any unsafe work conditions, equipment or practices to the Store Manager
• Ensure the delivery of safe work practices and environment for all customers and team members
Personal Competencies
• Demonstrate emotional maturity at all times
• Demonstrate a customer service focus
• Be able to develop long term relationships both internally and externally, based on trust, confidence and mutual respect
• Demonstrate a high level of professionalism, including standard of dress and demeanour
• Have strong self organisation skills
• Display excellent communication skills (verbal and written)
• Have a clean New Zealand Drivers License
• Display a high standard of driving ability and courtesy
• Be competent of handling delivery vehicles
• Display high levels of accuracy
• Be able to physically manage heavy loads into sometimes difficult locations
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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