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. Supporting the Service & People Manager to develop the team and maintain visual and operational standards, and in turn driving conversion, sales and KPIs.
Key Accountabilities
1. Consistently deliver great service and role model this throughout the store team.
2. Create a diverse and inclusive environment where all your store team feel valued.
3. Create a wellbeing culture in store by being a direct line of communication for the store team.
4. Support the Service & People Manager to consistently delight customers through delivering the best customer journey across service, people, visual and operations.
5. 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.
6. Have a good understanding of commercial tools and how to use to drive actions.
7. Support the Sales & Service Manager to drive store KPIs, including sales, stockloss, payroll, conversion, voice of customer, RFID, and people KPIs.
8. Support the management of store operations, including compliance with health & safety standards.
9. 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.
Key Responsibilities
1. Customer Focus
1. Support the Service & People Manager to deliver the best customer journey in store, ensuring the customer is at the heart of everything the store does.
2. Actively focus your energy on driving conversion when leading your team on the salesfloor.
3. Plan and prioritise own workload to ensure the needs of the customer journey are always met.
4. Support the Service & People Manager by acting on customer and team feedback and adjust approaches to ensure all customer needs are met.
5. Lead by example and have a customer first approach in all aspects of the Service & People Team Leader role.
6. Set the standard for what good service looks like always putting the customer before task and encouraging a sales culture in store.
7. Build a good network within your local area to understand your local customer and their needs.
8. Lead the way on the high street so River Island is the first store your customers would want to visit.
2. Leading the Team
1. Create a customer-focused culture within the store, where everyone understands the part they play in delivering for the customer and where people are motivated to do their best.
2. Motivate the store team by creating great reward and recognition moments.
3. Support your line manager to ensure power hours are staffed correctly and key service areas are always deployed.
4. Be able to confidently conduct check ins with the team to understand what coaching needs are required.
5. Support the Service & People Manager to recruit the best team, spotting talent and ensuring a thorough induction is completed.
6. Complete thorough return to work interviews to manage absence.
7. Foster a culture of regular, open, two-way communication and feedback to drive performance, listening to and acting on feedback.
8. Be confident in having difficult conversations to raise concerns.
9. Celebrate successes and key achievements within the store, recognising individuals who have contributed to that success.
10. Have an inclusive leadership style supporting self-care and diversity through your team.
11. Support the Service & People Manager to maintain visual excellence within the store, ensuring visual execution is in line with the brand aspirations and guidelines.
12. Have a good understanding and knowledge of key fashion trends.
13. Understand what great visuals look like and be able to set the expectation for the store team.
3. Operational Excellence
1. Support the operations team by ensuring you are aware of what great operational standards look like.
2. Be able to manage the RFID process in store and ensure refill is conducted in line with the store grade’s frequency.
3. Ensure a safe and secure working environment is created for the store team and customers.
4. Support the Store Leader in ensuring all Retail Risk and H&S Training is completed and up to date.
5. Take accountability for compliance and controlling cash and stockloss through adhering to company processes.
6. Check all the team have all the correct information in their personnel file.
7. Support the Service & People Manager to ensure all hours worked are captured in line with the working time directive.
8. Support the Service & People Manager to ensure all the team are set up on Teams, RIVA and LOTI and a training session on how to use the platforms is in place.
9. Manage the store scheduling and holiday process ensuring a fair and productive approach.
10. Be a role model for the store team on visual execution, customer service, leading by example and always putting the customer first.
11. Be able to effectively plan and organise own workload.
12. Be able to problem solve and seek advice when required.
13. Be confident to take on new challenges or difficult tasks when needed.
14. Able to communicate effectively and can adapt style.
15. Listen to others’ views and perspectives and ask questions and summarise to confirm understanding.
16. Build good networks within their store.
17. Actively seek feedback and seize opportunities to learn and develop.
18. Work well under pressure and be resilient.
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