People & Service Manager

River Island; Norwich; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading fashion retailer in Norwich is seeking a People & Service Manager to enhance the customer journey through team engagement and exceptional service. The ideal candidate will have retail management experience, strong communication skills, and a passion for fashion. This position offers a vibrant work environment and various benefits including a staff discount and opportunities for progression.

Benefits

50% staff discount

Uniform allowance

Bonus scheme

Paid holiday entitlement

Opportunities for progression

Qualifications

• Experience in customer service and team leadership is needed.
• Proven track record of inspiring teams.
• Ability to adapt to fast-paced environments.

Responsibilities

• Deliver excellent service and model this behavior to the store team.
• Create an inclusive environment where all team members feel valued.
• Foster a wellbeing culture by being a direct line of communication.

Skills

Retail management experience

Strong communication skills

Interpersonal skills

Problem-solving skills

Job description

Department: Store Management

Location: Norwich

Description

We're looking for a talented People & Service Manager to join our team on a 6-month FTC. In this role, you will focus on enhancing the customer journey by creating an engaged, motivated team that delivers exceptional service. You will support the Store Leader in developing the team, maintaining visual and operational standards, and driving sales, conversion, and KPIs.

For more details, see the attached job description at the bottom of this advert.

About The Role

What You’ll Be Doing

• Deliver excellent service and model this behavior to the store team.
• Create an inclusive environment where all team members feel valued.
• Foster a wellbeing culture by being a direct line of communication for the team.
• Manage store operations across all areas, including product and operational duties.
• Ensure a superior customer experience across service, people, visual, and operational aspects.
• Support the development of the team to be high-performing, motivated, and engaged.
• Empower the team to prioritize customer experience in their decisions.
• Utilize commercial tools to support store performance.
• Assist the Store Leader in achieving KPIs like sales, stock loss, payroll, conversion, and customer feedback.
• Help manage store compliance with health and safety standards.

You'll Be Perfect If

• You have retail management experience, especially in customer service and team leadership.
• You possess strong communication and interpersonal skills.
• You are passionate about fashion and creating positive shopping experiences.
• You enjoy collaborating across different teams and regions.
• You are proactive in solving problems and adaptable to change.
• You have a proven track record of inspiring teams to achieve their best.
• You love our products and want to ensure the best customer journey.

Things To Consider

• Fast-Paced Environment: Be comfortable with shifting priorities and multitasking.
• Reporting: Use customer feedback and sales data to improve store performance.
• Managing People: Strong emotional intelligence is essential.
• Hands-On Role: Be prepared for physical tasks like stock replenishment and floor resets.
• Weekend Work: Availability during weekends, holidays, and peak seasons is required.
• Deadlines: Good time management skills are important.
• Leading a Team: Foster a positive team culture.

This Is For You...

We are a diverse, talented team proud of our work. We offer progression opportunities and a vibrant work environment. Your career at River Island starts here.

What we can offer you:

• 50% staff discount and uniform allowance.
• Additional benefits through Reward Gateway.
• Support with family setups, maternity, paternity, adoption, and fertility treatments.
• Give as you earn scheme, a 'Giver Island' day, and matched funding.
• Opportunities for progression and skills development.
• Bonus scheme and private pension.
• Paid holiday entitlement, with options to buy extra days.

Keeping You Safe

We are committed to safeguarding our employees and promoting British Values. We embrace diversity and are an equal opportunity employer. Flexible working requests will be considered unless operational needs prevent this.