Service & People Team Leader

4 days ago

London, UK, United Kingdom River Island Full time

Location: White City Westfield


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 or challenges

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