Edinburgh Airport Crew Team Lead

Who are we?

For over 30 years, we've travelled, we've laughed, we've grown. We believe life is for living and

more fun with those we love. We are Made for Life.

Our mission statement:

Crafting clothes for life's everyday adventures. Today, tomorrow and always.

Our Product formula:

Considered style. Trusted Quality. B Corp certified.

Equality and inclusion isn't an aspiration but the standard. We promote and drive equality

within our workforce to ignite an inclusive foundation for us all to build from and truly connect

with our customers, colleagues, and communities alike. You play a key part in creating an

environment free from prejudice, racism, sexism, harassment, bullying and any other form of

marginalisation in our workplaces.

Role Summary

As a Crew Team Leader, you are part of the management team and play a key role in the smooth

and safe running of the store. You will be responsible for supporting and developing the team,

ensuring the highest level of customer service, and delivering a strong commercial performance.

Your leadership and enthusiasm will help create an engaging and inspiring environment for both

the team and customers.

Role Responsibilities

• Customer Experience – Provide exceptional service, using your product knowledge to

support customers across all channels.

• Customer Resolution – Handle customer issues effectively, ensuring a positive

experience at store level.

• Point of Sale & Loyalty – Process transactions efficiently, encourage opt-ins, and build

customer loyalty.

• Team Leadership – Delegate tasks, support the team, and lead by example in daily

operations.

• Commercial Awareness – Understand key retail metrics, read reports, analyse data,

and contribute to decision-making.

• Visual & Store Standards – Ensure the store meets company standards through

effective merchandising, replenishment, and housekeeping.

Crew Team Lead

Job Description

Sensitivity: General

• Compliance & Loss Prevention – Ensure all policies, procedures, and health & safety

measures are adhered to, safeguarding the business.

• Operational Excellence – Stay up to date with company product launches, promotions,

and activities, implementing changes as needed.

• Social & Environmental Responsibility – Align with the company's sustainability

mission and actively champion relevant actions.

Skills and Experience

• Proven ability to successfully lead a team and act as a role model.
• Experience in a customer service environment is essential.
• Strong understanding of POS management, daily banking procedures, and meeting

operational deadlines.

• Excellent interpersonal, organisational, and communication skills.
• Positive and proactive attitude, demonstrating confidence in taking the initiative.
• Ability to work efficiently in a fast-paced environment and quickly adapt to new tasks.
• Strong team player, engaging with the team and embracing opportunities to contribute.
• Effective time management and ability to prioritise tasks.
• Passionate commitment to the brand and its values.

Role Competencies

Customer Service: Provide excellent service, solve problems quickly, and ensure a great

customer experience.

Team Leadership: Lead by example, motivate the team, and support their growth and

development.

Operational Efficiency: Keep the store running smoothly by meeting standards, managing daily

tasks, and handling transactions accurately.

Commercial Awareness: Understand store goals, track key metrics, and contribute to hitting

sales and performance targets.

Health & Safety: Ensure safety and compliance, protect store assets, and follow procedures to

prevent loss.

Communication: Build strong relationships with your team and customers, and share clear,

helpful information.

Adaptability: Stay flexible and positive in a fast-paced environment, solving problems and

adjusting as needed.

Social & Environmental Responsibility: Support the company's sustainability efforts and

engage with the community.

Time Management: Prioritise tasks efficiently, balancing team needs and store operations.

Crew Team Lead

Job Description

Sensitivity: General

Key Contacts and Relationships:

• Store Manager
• Assistant Manager
• Retail Operations Team
• Head Office Teams
• Customers & Local Community

Accountable for Resources:

• Store security and keyholder responsibilities in the absence of management.
• Ensuring compliance with health & safety and loss prevention procedures.
• Supporting team development and performance management.
• Contributing to the achievement of sales and operational targets.

FatFace Benefits:

Financial & Protection Benefits

• Sick pay allowances
• Critical Illness Income protection/ Death in service (for salaried colleagues)
• Pension scheme – with net deduction and salary sacrifice options
• Dental insurance (colleague funded)

Discounts & Perks

• 60% off FatFace products
• 25% discount at Next stores (across full price products)
• O2 phone discount
• Discounted gym membership
• Cycle to Work scheme (for salaried colleagues)
• EV vehicle scheme (for salaried colleagues)
• Perkbox – our online platform offering:

o Day-one access

o Exclusive brand discounts

o Wellbeing content

o Home workouts and more

Health & Wellbeing

• Specsavers eye care scheme

o Eye tests and contributions to glasses

• Free period products
• EAP support 24/7 via UNUM, Retail Trust, and Fashion & Textiles Support

Learning & Development

• THRIVE – our learning management system:

o Day-one access

o 1,000s of learning resources

Time Off & Leave

• 25 days holiday plus bank holidays

Crew Team Lead

Job Description

Sensitivity: General

We are committed to building a diverse and inclusive team. If you're excited about this role but

your experience doesn't align perfectly, we encourage you to apply — you might be just the right

fit.

• Sabbatical leave (in line with service)
• Enhanced family-friendly policies – including enhanced maternity leave
• Flexible Working Opportunities – flexible working requests can be made from day one of

employment and are considered on an individual basis.

Additional Perks

• Refer a Friend scheme