Location: Stratford
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