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Service & People Team Leader

  • Job
    Full-time
    Mid Level
  • Customer Relations
    People, HR & Administration
  • Stoke-on-Trent

AI generated summary

  • You must foster an engaged team, deliver exceptional customer service, drive store KPIs, ensure compliance, and support team development in a diverse, inclusive environment.
  • You will lead service excellence, foster inclusivity, support team development, drive KPIs, ensure operational compliance, and enhance customer experience in the store.

Requirements

  • What We Are Looking For...
  • Job Purpose
  • As a Service & People Team Leader, you will constantly strive to improve the customer journey through creating an engaged and motivated team who deliver exceptional customer service.
  • Key Accountabilities
  • Consistently deliver great service and role model this throughout the store team.
  • Create a diverse and inclusive environment where all your store team feel valued.
  • Create a wellbeing culture in store by being a direct line of communication for the store team.
  • Support the Service & People Manager to consistently delight customers through delivering the best customer journey across service, people, visual and operations.
  • Support the Service & People Manager to empower the team within store to deliver for the customer by always putting customer experience at the centre of decision making.
  • Have a good understanding of commercial tools and how to use to drive actions.
  • Support the Sales & Service Manager to drive store KPIs, including sales, stockloss, payroll, conversion, voice of customer, RFID, and people KPIs.
  • Support the management of store operations, including compliance with health & safety standards.
  • Support the development of the store team to deliver a high performing, motivated and engaged store team who feel valued and recognised for their contribution.

Responsibilities

  • Consistently deliver great service and role model this throughout the store team.
  • Create a diverse and inclusive environment where all your store team feel valued.
  • Create a wellbeing culture in store by being a direct line of communication for the store team.
  • Support the Service & People Manager to consistently delight customers through delivering the best customer journey across service, people, visual and operations.
  • Support the Service & People Manager to empower the team within store to deliver for the customer by always putting customer experience at the centre of decision making.
  • Have a good understanding of commercial tools and how to use to drive actions.
  • Support the Sales & Service Manager to drive store KPIs, including sales, stockloss, payroll, conversion, voice of customer, RFID, and people KPIs.
  • Support the management of store operations, including compliance with health & safety standards.
  • Support the development of the store team to deliver a high performing, motivated and engaged store team who feel valued and recognised for their contribution.

FAQs

What is the primary purpose of the Service & People Team Leader role?

The primary purpose of the Service & People Team Leader role is to improve the customer journey by creating an engaged and motivated team that delivers exceptional customer service.

What are some of the key responsibilities of the Service & People Team Leader?

Key responsibilities include delivering great service, promoting a diverse and inclusive environment, supporting the Service & People Manager, managing store operations, and developing a high-performing store team.

What kind of team culture is promoted within River Island?

River Island promotes a culture that values diversity and inclusivity, creating a wellbeing culture where all team members feel valued and recognized for their contributions.

Are there opportunities for career progression in this role?

Yes, there are opportunities for career progression throughout Retail & Head Office, with support for upskilling and on-the-job training.

Is there a staff discount available for employees?

Yes, employees receive a generous 50% staff discount along with a uniform allowance.

Does River Island offer any benefits related to family support?

Yes, River Island offers enhanced maternity, paternity, adoption, and fertility treatment support, recognizing that every family is unique.

What is included in the holiday entitlement for this position?

Employees receive 28 days of paid holiday, which includes Bank Holidays, with the option to buy additional holiday if needed.

How does River Island ensure employee safety and well-being?

River Island is committed to employee safeguarding and fulfilling their obligation under the Prevent duty, promoting British Values and encouraging a diverse community where everyone feels included.

Are there any health and safety compliance requirements in this role?

Yes, the Service & People Team Leader is responsible for supporting the management of store operations, including compliance with health and safety standards.

Can I apply for this role if I have flexible working needs?

Yes, River Island welcomes applications from individuals with flexible working requests, although these will be considered based on operational requirements.

This is life on the Island

Retail & Consumer Goods
Industry
5001-10,000
Employees

Mission & Purpose

Family owned from day one, we’ve been a big part of life on the UK high street for over 70 years. Today, still guided by shared values and a clear focus on our customers, we’re one of the strongest and most successful fashion brands around. And we’re changing like never before – exploring new ways to connect with our customers in person and online. And our talented Islanders are thinking differently about everything from products and stores to wellbeing and sustainability. The result is an energising culture you’ll love, work that’ll stretch you, a career you can build and a brand you’ll be proud to belong to. This is life on the island. Come and be part of it.