Skip to content

Hardware – retail, customer service and administration officer

This role is responsible for customer service in store, which includes assisting with customer enquiries, sales and attending to stock in various departments.

Tasks and tools used

  • attend to customer enquiries which include finding and/or providing information on the stock in the various departments (departments include paint, hardware, tools, electrical, plumbing, gardens, doors, locks, auto and homewares)
  • retrieve stock and transport via a trolley to restock shelves
  • pricing ticket change and use palm scanner for out of stock items to see where the extra stock needs to be retrieved from or if the our of stock item needs to ordered
  • cleaning, which includes wiping down shelves, sweeping and mopping
  • assisting customers with purchases (this task can also include key cutting service)
  • use of trolleys, platform ladders, Stanley knives and scissors

Personal protective equipment

  • closed-in shoes

Critical physical job demands and other task requirements

Critical job
demand descriptor

% of time the
task is performed




  • hand function/grip/grasp



  • sitting
  • standing
  • walking (on even ground)
  • forward reaching/stooping
  • reaching (shoulder/overhead)
  • neck postures
  • below waist lifting between1-20kg
  • lifting waist/bench 1-20kg
  • lifting waist to shoulder 1-20kg
  • lifting overhead 1-10kg
  • carrying 1-10kg



  • climbing ladders
  • kneeling
  • squatting
  • truck rotation/lateral flexion
  • balancing
  • pulling/pushing
  • lifting overhead 10-20kg
  • carrying 10-20kg



  • climbing stairs
  • foot movement/pedals
  • below waist lifting 20-35kg
  • lifting waist/bench 20-35kg
  • lifting waist to shoulder 20-35kg
  • lifting overhead 20-35kg
  • carrying 20-35kg

Suitable duties

  • goals must be clear, realistic and achievable
  • must have 'buy-in' from the worker
  • worker helps to set the goals, and must be answerable if goals are not met (this allows barriers to return to work to be identified at an early stage and obstacles overcome)
  • workers need to understand they have an obligation to participate in rehabilitation and return to work as per Section 232 of the Workers' Compensation and Rehabilitation Act 2003 (the Act).

Return to work suggestions

Worker can begin with light duties and include more tasks as their capacity for work changes. We'll work with all parties, including the treating medical provider, employer and worker to ensure everyone is aware of where the worker is with their rehabilitation and stay at, or return to work.

Note: some tasks are dependent on worker's injury and capacity, and some tasks may require the assistance of a co-worker.


Return to work can begin at home for those having difficulty with transport, medication or if the injury prevents them from returning to work.

If the worker needs to take a break from work, their rehabilitation can still begin at home. Tasks can include:

  • video on safety issues can be viewed (lying in bed if injury type requires)
  • computer-based programs, CDs or DVD on work-related subjects
  • phone-based work
  • emails
  • training
  • other worksite inductions
  • checking or auditing paperwork, e.g. helping the WHSO audit lost time injuries (LTIs) for a six-month period.

Host employment

In the event an employer is unable to provide suitable duties, a host placement may be required. If this is the case, the worker may be placed at a different employer in a graduated return to work plan until they're able to 'upgrade' back to his/her pre-injury role with their pre-injury employer.

WorkCover's Recover at work program places injured workers in short term host employment with employers who have an established track record of successful return to work outcomes with their own workers.