People & Service Manager

River Island; Nottingham; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Staff discount

Uniform allowance

Bonus scheme

Private pension

Holiday entitlement

Job summary

River Island in Nottingham Victoria is seeking a People & Service Manager to drive outstanding customer service and lead a motivated store team. You will support the Store Leader to maintain standards, manage operations, and deliver against KPIs while fostering a positive, inclusive culture.

You will oversee service, product movement, visual standards and payroll related KPIs, with a focus on coaching and developing staff for a high performing environment.

Qualifications

• Experience in retail management with focus on customer service and team leadership.
• Strong communication and interpersonal skills.
• Passion for fashion and creating a positive shopping experience for customers.
• Proactive problem-solving and ability to adapt in a fast-paced environment.

Responsibilities

• Consistently deliver great service and role model this throughout the store team.
• Create a diverse and inclusive environment where all team feel valued.
• Create a wellbeing culture in store by being a direct line of communication for the team.
• Duty manage in all areas of store operation including product and operations.
• Delight customers through delivering the best customer journey across service, people, visual and operations.
• Develop the store team to deliver a high performing, motivated and engaged team.

Skills

Retail management

Customer service

Team leadership

Communication

Job description

Description

We're on the lookout for a superstar People & Service Manager to join the team. As a People & Service Manager, you will constantly strive to improve the customer journey through creating an engaged and motivated team who deliver exceptional customer service. Supporting the Store Leader to develop the team and maintain visual and operational standards, and in turn driving conversion, sales and KPIs.

Department: Store Management

Location: Nottingham Victoria

About The Role

What You’ll Be Doing

• 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.
• Confidently duty manage in all areas of the store operation including product and operations.
• Consistently delight customers through delivering the best customer journey across service, people, visual and operations.
• 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.
• Empower the team within store to deliver for the customer by always putting customer experience at the centre of decision making.
• Understanding of commercial tools and how to use to drive actions to support store performance.
• Support the Store Leader to deliver on store KPIs, including sales, stock loss, payroll, conversion, voice of customer, RFID and people KPIs.
• Support the management of store operations, including compliance with health & safety standards.

You'll Be Perfect If

• You have previous experience in retail management, with a focus on customer service and team leadership.
• You possess strong communication and interpersonal skills, allowing you to connect with both customers and team members.
• You’re passionate about fashion and understand the importance of creating a positive shopping experience for our customers.
• You enjoy working collaboratively across the business, from Head Office teams to other Regions to deliver a seamless customer experience.
• You have a proactive approach to problem-solving and can handle challenges with ease.
• You thrive in a fast-paced environment and adapt quickly to change.
• You have a proven track record of developing and inspiring teams to achieve their best.
• And most importantly love our products as much as we do so we create the best possible customer journey!

Things To Consider

• Fast-Paced Environment: This is a high-energy role where priorities can shift quickly based on sales performance, customer trends, and seasonal demands. You’ll need to be comfortable adapting to situations and juggling multiple tasks.
• Reporting: Your ability to analyse customer feedback and sales data will be crucial in driving improvements to your store.
• Managing People: Strong emotional intelligence is essential, as you’ll be managing a diverse team.
• Hands-On Role: While this position is strategic, it also requires you to be hands‑on with product movement, floor resets, and physical tasks like adjusting layouts, displays, and stock replenishment.
• Weekend Work: As part of the retail environment, you'll need to work on weekends, public holidays, and during key seasonal periods. This is especially crucial during busy times like sales events, product launches, or store promotions.
• Deadlines: Strong time management skills are important for balancing multiple responsibilities and meeting deadlines.
• Leading a Team: Your ability to foster a positive team culture will be crucial in creating an enjoyable work environment.

This Is For You

We’re a much-loved brand with an exciting future. Our Islanders are a diverse bunch of bright, talented people who love working together – and are proud of the work they do. Progression here can take you in all kinds of directions. This is what a career at River Island is like. And this is where yours starts.

What we can offer you

• Generous staff discount & uniform allowance so you can treat yourself to our latest products!
• Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more through the Retail Trust.
• Stores fitted with Kindness Cupboards to support Islanders with basic food & hygiene products if needed. We also work closely with the Retail Trust to create dedicated support for all our Islanders!
• Every family is unique, we support Islanders with all different family setups enhanced maternity, paternity, adoption & fertility treatment. We also work closely with the Retail Trust to create dedicated support for all our Islanders!
• Give as you earn scheme, a ‘Giver Island’ day each year and receive matched funding.
• Progression focus throughout Retail & Head Office. Support with upskilling skills through on the job training and qualifications.
• Generous bonus scheme & private pension plan.
• 28 days (UK) 30 days (ROI) paid holiday, inclusive of Bank Holidays. Also the option to buy additional holiday for whatever the need!

Keeping You Safe

At River Island we are committed to the safeguarding of all of our employees regardless of age or job role. We will fulfil our obligation under the Prevent duty which seeks to stop extremism and extremist views from materialising in our business. We promote and encourage the belief in British Values- including democracy, the rule of law, individual liberty and mutual respect and tolerance of different faiths and beliefs.

Our Island is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio‑economic background, religion and/or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise.