One Stop - Franchise Helpdesk Advisor

About the role

One Stop is looking for someone who enjoys helping others and solving problems. In this role, you will support our franchise store teams by answering questions, resolving issues, and helping day\-to\-day operations run smoothly. Queries will come through phone and email.

This role involves speaking with franchise colleagues to understand their queries and using clear processes and knowledge bases to find solutions. There are opportunities to build relationships across the business, working with different teams and using systems to investigate and resolve issues.

You will also play a part in improving how things work for our stores and customers.

You will be responsible for

• Providing support, coaching, and guidance to Franchise stores via a telephone helpline, email, and Slack, covering:

+ Store ordering
+ Ranging/scanning issues
+ Stock and delivery procedures
+ Till operations and functionality
+ Store back\-office operations
+ Basic IT queries
+ Supplier issues

• Supporting Business Development Managers as required


• Logging all queries accurately via the Zen Desk call logging system


• Responding to wider business queries relating to stores and operations


• Delivering expert guidance on store procedures, including cash handling, stock, delivery processes, and back\-office functions


• Access and operate stores’ EPOS systems remotely to troubleshoot and support


• Ensure all enquiries are handled professionally, courteously, and in a timely manner


• Escalate unresolved issues to appropriate colleagues to ensure quick resolution


• Work with the helpdesk team to identify and flag recurring issues


• Gather and analyse data to support decision\-making for self, team, and management


• Visit stores to build knowledge and strengthen relationships


• Stay up to date with all retail communications


• Make informed, customer\-focused decisions


• Collaborate cross\-functionally to achieve the best outcomes


• Take ownership and accountability for decisions and actions


• Demonstrate company values in all communications

You will need Experience relevant for this job

• Strong communication skills


• Analytical thinking and decision\-making ability


• Confident IT user (PC literate)


• Experience using remote access software

Qualifications

• Good standard of secondary education


• Numerate and literate

Whats in it for you?

One Stop is committed to making everyday life easier for our customers! With a strong presence in local communities, we offer a wide range of quality products at great value, alongside friendly and helpful service. As part of the Tesco Group, One Stop combines the benefits of a large organisation with the close\-knit feel of a neighbourhood store. We’re passionate about creating a welcoming environment for both our customers and our colleagues and we’re always looking for enthusiastic individuals to join our growing team!

Flexible Working

We know life looks a little different for each of us. That’s why at One Stop, we always welcome chats about flexible working. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life\-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. So, talk to us throughout your application about how we can support.

One Stop Benefits

At One Stop, we value our colleagues just as much as our customers — and that’s reflected in the wide range of benefits we offer.

To explore the full list of colleague benefits, please click here and scroll to the bottom of our Careers Page.

*\*As a proud subsidiary of the Tesco Group, One Stop operates as an independent business. This means that while we share the same values, the benefits we offer may differ from those available at Tesco.\**

Community Involvement

At One Stop, being part of the community is at the heart of everything we do. From supporting local charities and groups to partnering with national organisations, we’re proud to give back in meaningful ways.

Over the past decade, we’ve raised over £10\.4 million for good causes and donated the equivalent of 1\.6 million meals through our partnerships with FareShare and Olio, helping to reduce food waste and support those in need.

Working with us means you’ll have the chance to make a real difference whether it’s climbing mountains, running marathons, or simply organising a local raffle, our colleagues go the extra mile to support the causes they care about.

Diversity \& Inclusion at One Stop

At One Stop, everyone is welcome. We’re proud to be an inclusive workplace that celebrates the unique backgrounds, perspectives, and experiences of our colleagues. Everyone is treated fairly and with respect. Diversity and inclusion are at the heart of our values.

As a Disability Confident Leader (Level 3\), we’re committed to creating an accessible and supportive environment for all. We offer reasonable adjustments throughout the recruitment process, including interviews, to ensure every candidate has a fair opportunity to succeed. For further information on the accessibility support we can offer, please Click here.

Our six colleague networks Armed Forces, Disability, LGBTQ\+, Families \& Carers, Race \& Ethnicity, and Women help foster a safe, supportive environment where everyone can thrive and be themselves. For more information about our networks please Click here

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*\*One Stop have the right to withdraw the vacancy before the closing date should a successful application be received prior to the closing date. As such we would highly encourage you to submit your application as soon as you can.\**

About Us

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