Location: Bluewater 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. 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 • 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. Key Responsibilities 1. Customer Focus • 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. • Actively focus your energy on driving conversion when leading your team on the salesfloor. • Plan and prioritise own workload to ensure the needs of the customer journey are always met. • Support the Service & People Manager by acting on customer and team feedback and adjust approaches to ensure all customer needs are met. • Lead by example and have a customer first approach in all aspects of the Service & People Team Leader role. • Set the standard for what good service looks like always putting the customer before task and encouraging a sales culture in store • Build a good network within your local area to understand your local customer and their needs. • Lead the way on the high street so River Island is the first store your customers would want to visit. 2. Leading the Team • 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. • Motivate the store team by creating great reward and recognition moments. • Support your line manager to ensure power hours are staffed correctly and key service areas are always deployed. • Be able to confidently conduct check ins with the team to understand what coaching needs are required. • Support the Service & People Manager to recruit the best team, spotting talent and ensuring a thorough induction is completed. • Complete thorough return to work interviews to manage absence. • Foster a culture of regular, open, two-way communication and feedback to drive performance, listening to and acting on feedback. • Be confident in having difficult conversations to raise concerns. • Celebrate successes and key achievements within the store, recognising individuals who have contributed to that success. • Have an inclusive leadership style supporting self-care and diversity through you team. 3. Visual Excellence • Support the Service & People Manager to maintain visual excellence within the store, ensuring visual execution is in line with the brand aspirations and guidelines. • Have a good understanding and knowledge of key fashion trends. • Understand what great visuals looks like and be able set the expectation for the store team. 4. Operational Excellence • Support the operations team by ensuring you are aware of what great operational standards look like. • Be able to manage the RFID process in store and ensure refill is conducted in line with the store grade’s frequency. • Ensure a safe and secure working environment is created for the store team and customers. • Support the Store Leader in ensuring all Retail Risk and H&S Training is completed and up to date. • Take accountability for compliance and controlling cash and stockloss through adhering to company processes. • Check all the team have all the correct information in their personnel file • Support the Service & People Manager to ensure all hours worked are captured in line with the working time directive. • 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. • Manage the store scheduling and holiday process ensuring a fair and productive approach. Key Behaviours / Competencies • Is a role model for the store team on visual execution, customer service, leading by example and always putting the customer first. • Be able to effectively plan and organise own workload. • Be able to problem solve and seek advice when required. • Is confident to take on new challenges or difficult tasks when needed. • Able to communicate effectively and can adapt style. • Listens to others’ views and perspectives and asks questions and summarises to confirm understanding. • Builds good networks within their store. • Actively seeks feedback and seizes opportunities to learn and develop. • Works well under pressure and is resilient when faced with setbacks