Frontline Service Manager Job at Pick n Pay Stores Limited

• To control and ensure the correct frontline procedures and processes are adhered to daily and ensure efficient workflow throughout the department and supervise staff.

Minimum Requirements

• Matric
• Minimum of 2 years in a supervisory position
• Previous experience in the Frontline department or department management experience
• Preference will be given to applicants who have managed a department

Competencies

• Attention to detail and conscientious 
• Assertive with a sense of urgency 
• Customer focused 
• Human resource management skills (including communication and training) 
• Change management skills 
• Communication skills 
• Planning 
• Organising 
• Time management 
• Leadership and control 
• Problem solving 
• Conflict management 
• Ability to delegate

​​​​​​​Frontline Management:

• Monitors flow of customers and ensures that sufficient tills are open
• Controls cashiers and till packers lunch and tea breaks to ensure continuity of service at tills
• Ensures that Frontline staff have all the necessary stationery and equipment at all times
• Ensures that all equipment on frontline is in proper working order
• Ensures an efficient flow of customers through available tills
• Ensures Frontline standard operating procedures and company policies are adhered to

​​​​​​​Customer Services Management:

• Monitors customer service levels
• Deals with customer complaints and/or channels to Customer Service Manager
• Ensures that refunds are processed according to policy
• Ensures availability and cleanliness of baskets and trolleys
• Responds to requests and queries from cashiers

​​​​​​​People Management & Development:

• Evaluates the performance of direct reports against agreed objectives and standards
• Responsible for managing shorts & overs discipline in line with the company policy
• Reviews staffing requirements and provides input into staff scheduling
• Ensures all new staff are trained and aware of policies and procedures
• Identifies training needs
• Coaches staff and management
• Communicates new initiatives on frontline and ensures all staff are trained when needed

Finance & Administration:

• Ensures that all equipment is properly maintained in effective working order
• Ensures that general maintenance standards are met

Closing date: 13 January 2026