The Queue Host contributes to the organisations goals by managing the Travelex queue to ensure that all customers are assisted and directed in a caring, professional and efficient manner resulting in elevated customer service levels.

Be a "brand" ambassador for Travelex ensuring you always display the Travelex values (Integrity, Trust and Honesty, Great Customer Service, Results Focussed and Believe in our people) at all times.

-   Sales Performance: Continually drive sales performance in order to achieve key sales targets as set by the business and Team Manager

-   Measures of success: 

1.  A key player in encouraging passengers to convert their sterling refunds into foreign exchange

2.  Minimising queueing times and distributing Fast Track cards

3.  Minimising postal forms in order to generate more revenue to store

4.  Use all available tools to drive sales performance

5.  Demonstrate conversational selling at all times

6.  Support and contribute towards the achievement of store targets and objectives

Risk and Compliance
7.  To ensure full compliance with all business and legal regulatory requirements whilst adhering to all company best practice procedures to deliver outstanding levels of customer service

8.  To immediately notify the Team Manager of any customer complaints, any high level personal or business risk and any breech of compliance procedures
-   Measures of success:

1.  Complete checks as required daily maintaining a high level of attention to detail at all times

2.  Fully comply with AML procedures

3.  Fully comply with all company policies and best practice procedures

4.  Immediately notify Team Manager of any customer complaint received

5.  Immediately notify Team Manager of any impending / breech of compliance and any business / personal risk

6.  Ensure all documentation and responses are completed within given deadlines

7.  Undertake Company training within required timeframe

-   Customer Service: Anticipates and responds to the needs of internal, external and customers and takes personal responsibility for delivering customer focused solutions

-   Measures of success:

1.  Monitors the queue at all times to ensure that clients are timeously assisted and that the correct advice is provided, in order to reduce queueing time

2.  Ensures all Travelex customers are directed to the most suitable refund point / teller available to address their query in the most efficient manner

3.  Ensure all Travelex customers’ VAT refund forms are completed correctly and accurately, enabling processing time to be minimised

4.  Use every opportunity to interact with customers, educating them on any promotions, provide advice that Travelex may be offering

5.  Display the Travelex customer service culture by interacting with our clients in a friendly, energetic and professional manner (always being mindful of different cultures)

6.  Ensure excellent working relations are developed and maintained with the team

7.  Ensure our Customer C.A.R.E programme is executed at all times

8.  Demonstrate excellent sales performance whilst delivering outstanding customer service and adhering to all compliance procedures

9.  Receive zero complaints

-   Team Work: To form excellent working relations with both the store and teams in order to provide excellent service to customers whilst achieving sales targets and working within all risk and compliance guidelines

-   Measures of success

1.  Build and maintain excellent working relations with the team

2.  Work on your own initiative taking responsibility for both self and team targets

3.  Contribute to the success of the team

4.  Demonstrate the ability to work both alone and as part of a team

5.  Be flexible to meet the needs of the business

6.  Ensure communication amongst colleagues is effective and appropriate at all times

7.  Participate in all store tasks, sharing the workload equally amongst the team

-   Key interfaces / relationships

-   External local stakeholders: customers, partners, 3rd parties (e.g. UKBF)

-   Support functions - Finance, HR, L&D

-   Marketing: in store POS, promotions / campaigns

-   CMS: stock management

-   IT: support, hardware and software, rate board

-   Online: order fulfilment

-   Compliance, Operations, Rigour Risk: ensure trading and practises are within Company policy & as per FSA licence(s)

-   Excellent verbal and written English

-   Able to speak Chinese or Arabic

-   Good communication skills at all levels

-   Demonstrated Cash handling experience

-   Demonstrated knowledge of sales and customer service standards

-   Ability to demonstrate a high level of attention to detail

-   Basic IT skills to include Microsoft Office applications

-   Good numerical abilities

-   Previous experience working within a foreign exchange, travel agency or banking environment desirable

-   Confident communicator

-   Able to interact with customers and team members

-   Self-motivated

-   Remains calm under pressure

-   Flexible and works as a team member

-   Professional at all times