Team Leader - Operations

The Team Leader is responsible for supporting the day-to-day operation of the World Duty Free store, leading and motivating colleagues to deliver exceptional customer service, maximise sales opportunities, and maintain the highest standards of operational compliance.

The role involves acting as a role model on the shop floor, ensuring that customers receive a world-class retail experience while supporting the management team in achieving commercial and operational objectives.

Key ResponsibilitiesLeadership & People Management

Lead by example and promote a positive, customer-focused culture.

Support the Store Management team in the daily running of the operation.

Motivate, coach and develop team members to achieve individual and team objectives.

Conduct team briefings and communicate key business updates.

Provide support and guidance to colleagues throughout shifts.

Assist with onboarding and training of new team members.

Monitor employee performance and provide constructive feedback.

Customer Service

Deliver exceptional customer service at all times.

Actively engage with customers and identify sales opportunities.

Resolve customer queries and complaints professionally and efficiently.

Promote customer loyalty and enhance the overall airport retail experience.

Ensure all team members consistently meet customer service standards.

Sales & Commercial Performance

Drive sales performance and support the achievement of store targets.

Monitor sales activity and identify opportunities to increase revenue.

Encourage upselling and cross-selling opportunities across product categories.

Support promotional campaigns and product launches.

Monitor key performance indicators and contribute towards business objectives.

Operational Excellence

Ensure the store is maintained to the highest standards of presentation.

Monitor stock levels and support replenishment activities.

Ensure all merchandising and promotional displays are correctly implemented.

Conduct routine operational checks and complete required documentation.

Support stock counts, audits and inventory management processes.

Compliance & Security

Ensure compliance with airport security regulations and company policies.

Promote a safe working environment for colleagues and customers.

Support loss prevention initiatives and stock security procedures.

Ensure colleagues adhere to cash handling procedures and operational controls.

Maintain compliance with health and safety requirements.

Support emergency procedures and business continuity plans where required.

Duty Management Responsibilities

When required, the Team Leader may act as the senior person on shift and will be responsible for:

Opening and closing procedures.

Allocation of duties and break management.

Escalation of operational issues.

Managing customer incidents.

Liaising with airport stakeholders and security personnel where necessary.

Ensuring staffing levels meet operational demands.

Skills & ExperienceEssential

Previous experience within a retail, hospitality or customer service environment.

Experience supervising or leading a team.

Strong communication and interpersonal skills.

Excellent customer service skills.

Ability to work in a fast-paced environment.

Good organisational and problem-solving skills.

Flexible approach to working hours, including early mornings, evenings, weekends and bank holidays.

Ability to obtain and maintain an airport airside pass.

Desirable

Previous airport retail experience.

Duty management experience.

Experience within a duty-free or travel retail environment.

Knowledge of KPI management and commercial performance metrics.

Key Performance Indicators (KPIs)

Sales performance and target achievement.

Customer service scores.

Team engagement and performance.

Compliance and audit results.

Stock loss and shrinkage control.

Operational standards and store presentation.

Attendance and punctuality.

Pay: £13.50-£15.00 per hour

Benefits:

Company pension

Employee discount

Work Location: In person