Market Officer - Luton, United Kingdom - Castlepoint LM Ltd

Description

Market Officer


JOB TITLE:
Market Officer


REPORTING TO:
Market Manager


JOB SUMMARY:
The Market Officer role is an onsite, implementation and delivery role.

Responsibilities include supporting Market Management and traders with day-to-day tasks whilst delivering exceptional customer service to internal and external customers.

Context:
Castlepoint own and operate local markets supporting local businesses to deliver an exceptional service to the wider community.

Our markets are home to a variety of tradespeople and services who look to give great value to their customers.

Our Vision & Values:
At Castlepoint, we are proud to serve the community. We aim to deliver outstanding service our customers. We are local businesses for local people, offering great value on all products and services.


Job Purpose Statement:

The Market Officer will provide key operational support to the Market in leading the site to achieve the overall business goals.

The role will be accountable for the development of junior colleagues as well as supporting market traders where necessary.


Role responsibilities will include:

• Maintaining a highly visible presence through building management
• Key holder responsibilities, including opening/closing, activating alarms, and responding to callouts for Fire and Intruder alarms
• Upholding the standards of cleanliness throughout the site, including the procurement of supplies
• Delegated duties in absence or staff shortages (as defined in the Market Operative/

Supervisor Job Description)

• Performance manging cleaning standards throughout the site, including training records, COSHH, the procurement of supplies and actively cleaning in absence of staff.
• Uphold Compliance, Risk, and Contractor processes ensuring all paperwork is up to date and completed to a high standard, including Daily Risk Assessments and COSHH

Records

• Support H&S processes through Fire Safety Procedures, Evacuations, Incident

Management

• Waste Management and Recycling including escalations regarding contractor performance and missed collections.
• Reactive and proactive customer management including tracking of additional

Facilities and building management tasks

• Weekly Rent collection, cash summary and banking, including debt analysis and local arrears management.

Page
1 of 3*- Upholding the local administration processes, H&S documentation, Trader

Documentation, Tenancy Schedule, License/ Lease preparation, Cleaning Records,Rota Management etc.

• Enforcement of Rules, Regulations, Licences, Leases and company procedures.
• Upholding Contractor documentation including procurement, performance, tendering, projects.
• Maintain commercial awareness regarding new trader activity, viewings, lettings, and competitor markets
• Actively promote and manage advertising the Market and its traders via social platforms, providing website updates, blogs, external marketing and running events to generate footfall.
• Provide weekly updates to Market Manager and support completion of Weekly

Reporting to Senior Teams

• A consistent focus on overall customer satisfaction
• Promoting positive, efficient, and productive relationships with traders
• Innovative and entrepreneurial thinking aligned with the broader Company strategic plan

Page
2 of 3*
Key Accountabilities Suggested Measures of Performance
1.
Customer Service *Lead by example in fostering a visible and consistent delivery of Customer
Service.

Ensure that customers enjoy a
Display a consistent focus on overall customer satisfaction levels. positive experience through

• Have a prominent presence on the operational floor, displaying Customer meeting service standards. Service standards to internal and external customers.
• Manage customer enquiries and resolve customer complaints whilst ensuring that the company is not brought into disrepute.

2.
Leading the People
Display vigilant and highly visible operational leadership and management skills.
Lead the development of an
Leads by example in the positive implementation of business initiatives. accountable customer focussed Motivate junior colleagues towards high standards of performance by co
- culture and work climate in the ordinating and ensuring the provision of regular and consistent coaching operation. and feedback

3.
Compliance *Ensure all daily paperwork is completed to a high standard.
Minimise risk to business and self

• Complete daily operational audits to ensure compliance with health and by ensuring operations and safety regulations and the company's policies and procedures. personal license commitments are
  Ensure all Legal requirements are adhered to
• Health and Safety at Work, carried out in accordance with Signage, Reporting of Accidents, Staff training, PPE etc. legislative regulations. Maintain and implement new emergency and nonemergency procedures for the site.
• Ensure all work completed by Contractors is to legal standar