Seasonal Retail Experience Assistant (Multiple)

As a seasonal Retail Experience Assistant, you will work on the shop floor 
welcoming visitors, answering questions about products, processing transactions and ensuring the Shop runs smoothly during our busiest trading period. You will also help with stock management, visual presentation and supporting events or product demonstrations. Our aim is to work together to create an engaging, enlightening and enjoyable experience for every visitor to The Shop, so that everybody feels welcome and able to talk to our team. 
 
You will support security and health & safety procedures, including managing visitor flow, being alert to hazards, and responding appropriately to any incidents.
 
Our approach to retail has been developed in line with the Japanese concept of Omotenashi:
 
“Translated simply, Omotenashi means the Japanese way of treating a guest. It blends a welcoming spirit with warmth, understanding, and above all respect.
 
The Japanese language makes no distinction between ‘guest’ and ‘customer.’ In English, the concept of ‘service’ suggests a hierarchy between the ‘server’ and the ‘customer.’ The Japanese Omotenashi, however, is based on a non-dominant relationship between equals – between the person offering the service (the host) and the person receiving it (the guest or customer). 
 
To practice Omotenashi, the host pays close attention to detail and is committed to anticipating the needs of the guest, smiling sincerely and setting a happy, relaxed mood…”

Retail Experience

• Greeting and assisting visitors in the Shop.
• Engaging with visitors, enabling them to explore and enjoy the retail shop, by interpreting themes clearly and accurately.
• Answering questions about products and Japan House.
• Assisting with retail-related events on the Shop floor, such as product demonstrations or curatorial activities as directed.
• Staying up to date and knowledgeable about installations and any seasonal or exhibition-related items in The Shop. 
• Maintaining the highest levels of retail standards.
• Maintaining an understanding of Shop and Stand sales objectives and key metrics.
• Always presenting a personal appearance according to the dress code and Japan House values.

Customer Service

• Delivering sales through emparting knowledge and education about Japan to shop visitors.
• Always following Japan House retail operating procedures.
• Handling financial transactions efficiently and accurately in line with our cash handling procedures.
• Ensuring products are replenished and well-presented throughout Japan House London.
• Supporting online Shop activities as directed by the Online Retail team.
• Serving customers at The Stand in a timely manner and following The Stand’s operating procedures.
• Maintaining high standards of hygiene and following mandatory food safety standards.

Health, Safety & Security

• Following emergency evacuation procedures and help keep visitors and colleagues safe
• Supporting front-of-house security and safety, including visual checks, security checks, lock down procedures and dealing with incidents.
• Following stock management procedures as directed

Events and Other Activities

• Assisting with retail-related events at Japan House such as product demonstrations 
• Assisting with external pop-up shops outside Japan House London as required
• Supporting the delivery of venue hire events.
• Working in the office and supporting occasional research and administrative duties as required.

Essential

• At least 1 year of retail or customer-facing experience
• Experience handling cash
• Able to engage respectfully with visitors and respond to their questions about products and Japan House in English 
• Able to manage multiple customer interactions and stock tasks simultaneously
• Able to handle complaints and challenging situations calmly
• Knows when to ask for help from colleagues or management
• Knowledge of basic Health & Safety procedures (training provided)
• Able and willing to work a flexible rota including evenings and weekends as required during peak trading. Individual circumstances will be discussed and reasonable adjustments considered where possible.

Desirable

• Experience of working in high-end retailer would be an advantage 
• Continuous appetite for learning, particularly around Japanese culture and language
• Strong passion for and an understanding of Japanese culture and history would be an advantage
• Additional training and / or supplementary courses completed in Customer Services, Retail, or relevant associated areas advantageous
• Basic First Aid training advantageous
• High level of proficiency in full MS Office suite 

Capabilities
We aim to develop and maintain these capabilities in all our team members:

• Exceptional standard of customer service through well-established and effective communication skills
• Places the customer at the heart of what they do, engages and listens and responds to deliver exemplary service, creating an outstanding experience
• Support the culture of service excellence, both internally and externally
• Ability to multi-task and prioritize work, whilst paying attention to detail
• Excellent time management skills
• Take ownership of the tasks and capable to use creativity to suggest improvements

 
Japan House London is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. 
We look forward to receiving applications from all, and particularly those from under-represented groups as we develop our team.