People & Service Team Leader

River Island; Chelmsford; On-site; GBP 24,768 - 30,272; Full time

Benefits offered by this job

50% staff discount

Bonus scheme

Private pension plan

Paid holiday including Bank Holidays

Wellbeing solutions and support

Job summary

River Island in Chelmsford is seeking a dynamic People & Service Team Leader to enhance store operations and lead a motivated team. The ideal candidate has retail supervisory experience and a passion for fashion and customer service.

You will support the People & Service Manager to develop the team and drive sales and KPIs while ensuring a welcoming environment for customers. Key responsibilities include team management, operational excellence, and delivering an exceptional customer experience.

Qualifications

• Previous retail experience, preferably in a supervisory role.
• Strong communication and ability to motivate a team.
• Proactive and adaptable to changing environments.

Responsibilities

• Deliver exceptional customer service and model behaviors.
• Manage all areas of store operation including product and operations.
• Drive store KPIs including sales and customer feedback.

Skills

Strong communication and interpersonal skills

Ability to motivate and inspire a team

Adaptability in fast-paced environments

Passion for fashion

Job description

Description

We are looking for an energetic and inspiring People & Service Team Leader to support our store operations and lead our team to success. As a People & Service Team Leader, you will constantly strive to improve the customer journey through creating an engaged and motivated team who deliver exceptional customer service. You will support the People & Service Manager to develop the team and maintain visual and operational standards, driving conversion, sales and KPIs.

Department: Store Management

Location: Chelmsford

Compensation: £27,520 (Full Time)

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 store team members feel valued.
• Create a wellbeing culture in store by being a direct line of communication for the store team.
• Confidently duty manage all areas of the store operation including product and operations.
• Support the People & Service Manager to consistently delight customers through delivering the best customer journey across service, people, visual and operations.
• Support the People & Service 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 them to drive actions.
• Take accountability to drive 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.
• 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.

You’ll Be Perfect If

• You have previous experience in retail, preferably in a supervisory role.
• You are passionate about fashion and stay updated on the latest trends.
• You possess strong communication and interpersonal skills.
• You can motivate and inspire a team to achieve their best.
• You are proactive, adaptable, and thrive in a fast‑paced environment.
• You love our products as much as we do, so you 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.
• 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 are a diverse group of bright, talented people who love working together and are proud of the work we do. Progression here can take you in many directions, giving you a career path that starts right here.

What we can offer you

• Generous 50% staff discount & uniform allowance.
• Reducing everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more through the Retail Trust.
• Stores fitted with Kindness Cupboards to support employees with basic food and hygiene products if needed, with dedicated support from the Retail Trust.
• Support for all family setups, including enhanced maternity, paternity, adoption, and fertility treatment, with dedicated support from the Retail Trust.
• Give as you earn scheme, a Giver Island day each year and matched funding.
• Progression focus throughout Retail & Head Office, with upskilling opportunities through on‑the‑job training and qualifications.
• A generous bonus scheme & private pension plan.
• 28 days (UK) 30 days (ROI) paid holiday, inclusive of Bank Holidays, with the option to buy additional holiday.

We are committed to the safeguarding of all of our employees regardless of age or job role. We fulfil our obligation under the Prevent duty 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. 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.