Service Leader

2 weeks ago

London, Greater London, United Kingdom Rheged Centre Full time

As a Service Leader you will be responsible for leading shifts in your unit to ensure the team is delivering the best service to our customers and ensuring brand standards are in place at all times.

In this hands on customer facing role, you'll be competent to manage a high volume environment with an assertive, can do approach following our Westmorland Family principles and delivering a high standard of customer service.


Your responsibilities will be to:
Lead the shift to ensure the team are delivering excellent customer service and brand excellence
Ensure that all procedures including cash-handling and stock management are carried out
Take full responsibility for your allocated area (Fuel/Deli/Retail) ensuring appropriate stock levels, product presentation, efficiencies and service are delivered to the highest standard
Open and close the unit according to opening and closing procedures
Ensure health and safety and food safety checks are carried out

Manage the deployment of colleagues on a day to day basis, ensuring the right people are in the right place at the right time including the management of breaks according to customer demand.

Support colleagues with any customer complaints ensuring a positive resolution
Support the training of new colleagues through their 12 weeks induction Journey. Refresher and any other relevant training.

Ensure that the team maintain a clean, tidy and safe environment that is compliant with relevant legislation and internal policies and procedures.

Ensure that all areas are kept to the company standard throughout the shift
Ensure a smooth handover of shift to the next service leader
Look at the business through the eyes of our customers to spot and act on opportunities that will bring commercial benefit, ensuring you work to continuously improve and impress
Ensure day to day management of colleague issues e.g. lateness, sickness etc.
Manage colleague performance on shift through coaching and leading by example
Implement products and standards throughout the department

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