Retail Team Leader

28 hours per week (annualised)
£12.45 per hour

An exciting opportunity has arisen to join our friendly retail team at the Eden Project, Cornwall. As Team Leader you will be responsible for managing the retail team and outlets on a day-to-day basis, as well as supporting the Retail and Admissions Manager in driving sales and controlling costs to ensure that sales targets are met.

Job Family Definition
Roles within the Commercial Services job family are focused on increasing and generating income, through creativity, branding, innovative business development, and funded projects. In order to make Eden sustainable, successful and a leading, value-for-money visitor attraction.

Role Purpose
Working as part of the retail leadership team to delivery an efficient and effective retail operation. Lead our team to deliver great customer service that provides our visitors with an engaging and inspiring world class experience, delivered through knowledge and passion for our carefully considered product range, which reinforce Eden’s educational aims.

Key Accountabilities
1. Responsible for the efficient running of each retail venue in accordance with policies and procedures laid down. Strong leadership and motivational skills with a can do attitude to support the retail team’s development, performance and welfare.

2. Responsible for the daily supervision of the team to ensure service standards and engagement meet and exceed the expectations of visitors. Ensuring the daily scheduling of staff maximises opportunities to interact with customers to drive sales.

3. To liaise with the Buying team and Retail & Admissions manager to ensure there is a regular schedule of product sampling as well as a high level of product knowledge across the team. Ensure that the team maximise availability and build attractive, commercial merchandising to support sales.

4. Confident understanding and positive attitude towards health and safety and the demands of the various roles of the team and their working conditions. To maintain and update relevant operational systems and procedures.

5. Responsible for communication and dissemination of information to the retail team ensuring that all staff are informed and updated with all relevant information.

6. Ensure the retail inventory is maintained on Focal Point through manual checks, annual stock check and product transfers. Currently (July 2020) the Eden Project is a cash free site. If this changes in future accurate and reliable cash handling will form a part of this position.

7. With the appropriate training and support you may be required to work in admissions, hospitality and events, stewards and car parking teams according to business need.

Demands of the Role
Education & qualifications
The jobholder is required to have a high standard of literacy and numeracy including Maths and English GCSE grades A-C. They will be required to work towards a Level 3 NVQ in Customer Service.
Knowledge & skills
The job holder will have several years’ experience in a service environment gaining the extensive knowledge and skills in the supervision of a team of staff in a relevant environment as well as proven ability in IT skills and EPOS programming.
Decision
- making
Works to short term objectives where the results are immediately obvious, organising own work and the work of others broadly within established procedures. Responsible for making decisions with regards to merchandising. Fluctuating daily visitor numbers will mean decisions being made on supervision of the team, staff deployment and the prioritisation of stock merchandising from the warehouse.
Resourcefulness
Reactive problem solving is a routine feature of this role. Required to input and feed back to the line manager to assist in ways to devise innovative and creative ways to improve the visitor experience and revenues.
People & asset management
Supervision of the retail team. This can be up to 40 staff during peak and although mainly working in a small team of supervisors there may be times when this is done alone. Responsible for till transactions and cash handling. Shared responsibility for care and maintenance of retail & admissions equipment and assets. Financial responsibility of managing staffing levels to budgetary requirements.
Communication & visitor experience
**Communication is with a wide variety of people**: colleagues, visitors, suppliers and dealing with day to day customer complaints. Uses an extensive range of communication skills, adapting method and approach depending on the audience. The job holder is required to communicate verbally and in writing.
Operational environment
This role is mainly shop floor based, standing for long periods of time and requiring bending and lifting. There is some office based work. There will be a need to work late nights at certain times during the year to meet operational needs.