About the job

Purpose:

The Team Member role is at the heart of the Brooki store experience. You bring Brooki to life for our customers every day through remarkable service, beautiful product presentation and genuine warmth.

Working closely with your Store Manager and the wider store team, you’ll help create a store that feels welcoming, joyful and unmistakably Brooki. From serving customers and preparing orders to keeping the store beautifully presented and maintaining our food safety standards, you’ll play an important part in making every visit memorable.

As Brooki continues to grow, our Team Members are what keep the magic in every store — delivering the same exceptional experience for every customer, every time.

Key Responsibilities:

Customer Experience

● Welcome every customer with warmth, energy and genuine care, creating the joyful experience Brooki is known for;

● Provide friendly, knowledgeable and efficient service, helping customers with products, flavours, gifting and any questions they may have;

● Take and prepare customer orders accurately and efficiently, whether they are placed in-store or through our other ordering channels;

● Build your knowledge of Brooki products so you can confidently make recommendations and answer customer questions;

● Handle customer questions and concerns thoughtfully and kindly, asking your Store Manager or shift leader for support when needed;

● Help create an inclusive and welcoming environment where every customer feels valued.

Sales & Store Performance

● Contribute to your store’s daily sales goals by delivering great service and confidently recommending products;

● Understand the store’s daily priorities and work together with your team to achieve them;

● Process transactions accurately through Brooki’s point-of-sale system and follow all cash-handling procedures;

● Help maintain strong product availability throughout the day and let your Store Manager or shift leader know when stock is running low;

● Minimise product waste by following Brooki’s procedures for handling, rotation and storage.

Product Quality & Presentation





● Take pride in presenting Brooki products beautifully and consistently throughout every shift;

● Keep product displays full, fresh and maintained to Brooki standards;

● Follow all product handling, storage, labelling and rotation requirements;

● Check product quality and freshness throughout your shift and immediately raise anything that doesn’t meet Brooki standards;

● Prepare, pack and present customer orders with care and attention to detail;

● Learn and maintain Brooki’s standards for our products, packaging and presentation.

Store Operations & Food Safety

● Follow Brooki’s food safety, hygiene, cleaning and operational procedures at all times;

● Complete required cleaning, food safety and operational tasks accurately and on time;

● Maintain a clean, organised and beautifully presented store, including customer areas, counters, displays and back-of-house spaces;

● Follow opening and closing procedures when rostered to do so;

● Use Brooki’s store systems and equipment correctly and responsibly;

● Follow all Work Health & Safety requirements and immediately report hazards, incidents, near misses or injuries to your Store Manager or shift leader;

● Take care of Brooki equipment, products and store spaces and report maintenance issues promptly.

Teamwork & Development

● Be a positive, reliable and supportive member of the Brooki team;

● Work collaboratively with your teammates, stepping in to help wherever needed during busy periods;

● Arrive ready and on time for every shift, in the correct uniform and meeting Brooki’s personal presentation standards;

● Take ownership of your training and actively build your knowledge of Brooki products, customer service and store operations;

● Be open to feedback and coaching and use it as an opportunity to learn and grow;





● Communicate openly and respectfully with your Store Manager, shift leaders and teammates;

● Support new Team Members and help create a welcoming and inclusive team environment;

● Be willing to learn and work across different areas of the store as required.

Attributes:

● Live and breathe the Brooki Values of: Exceptional Products, Remarkable Customer Service, Unwavering Integrity and Collaborative Team Spirit;

● Warm, friendly and genuinely enjoys creating great experiences for customers;

● Positive, energetic and willing to jump in and help;

● Reliable, punctual and accountable;

● A natural team player who treats others with kindness and respect;

● Takes pride in the little details and maintaining high standards;

● Comfortable working in a busy, fast-paced environment;

● Willing to learn, take feedback and develop new skills;

● Honest, professional and trustworthy;

● Clear and confident communicator.

Qualifications and Contemporary Knowledge:

● Previous experience in retail, hospitality, customer service or quick service restaurant (QSR) environments is desirable, but not essential;

● A genuine passion for customer service and creating memorable experiences;

● Ability to work effectively as part of a rapid-paced team;

● Availability to work a flexible roster, which may include weekends, public holidays, early mornings and evenings;

● Food handling or food safety experience is desirable, with required training to be completed as part of your role;

● Guests and colleagues must always be treated inclusively, with respect and warmth. The Privacy Act 1988 must be followed at all times;

● The safety and wellbeing of our community is of paramount importance. You must take reasonable care for the safety of yourself and others and immediately report hazardous conditions, near misses and injuries correctly. You will participate in Return to Work Programs, as required, across Brooki;

● Multi-skilling is an essential part of working at Brooki. A willingness and ability to learn and perform tasks across all areas of store operations is required.

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