River Island | People & Service Team Leader

Westwood Cross Shopping Centre; Broadstairs; Hybrid; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Staff discount

Uniform allowance

Bonus scheme

Pension plan

Holiday allowance

Retail Trust benefits

Wellbeing support

Family leave

Career progression

Job summary

River Island at Westwood Cross is seeking a People & Service Team Leader to oversee store operations and drive excellent customer service. You’ll lead a motivated team, role-model service, and partner with the People & Service Manager to deliver a consistent, high‑quality customer journey.

The role requires supervisory experience, strong communication, and a proactive, hands-on approach in a fast-paced fashion retail environment. Weekend work is involved.

Qualifications

• Experience in retail, with a preference for supervisory roles.
• Ability to lead and motivate a store team to hit targets.
• Strong customer service focus and communication skills.

Responsibilities

• Deliver great customer service and role-model it for the team.
• Create an inclusive, positive working environment.
• Manage duties across store operations and product responsibilities.
• Support the People & Service Manager to ensure a smooth customer journey.
• Motivate the team to prioritise customer experience in decisions.
• Use commercial tools and sales data to spot opportunities and act.
• Help drive KPIs: sales, stock loss, payroll, and conversion.
• Support operations and maintain health and safety standards.
• Develop a high-performing, engaged store team.

Skills

Retail experience

Supervisory experience

Strong communication

Interpersonal skills

Team motivation

Proactive

Adaptable

Hands-on attitude

Tools

POS systems

Job description

Full time | Permanent | 39 hours per week

River Island are looking for an energetic and inspiring People & Service Team Leader to join their team at Westwood Cross.

Working alongside the People & Service Manager, you’ll help create an engaged and motivated team that delivers exceptional customer service, while maintaining high visual and operational standards and helping to drive sales and store performance.

What you’ll be doing

• Delivering great customer service and role-modelling this across the store team.
• Helping to create a diverse, inclusive and positive working environment where everyone feels valued.
• Duty managing across all areas of store operations, including product and operational responsibilities.
• Supporting the People & Service Manager to deliver an excellent customer journey.
• Motivating and empowering the team to put customer experience at the heart of decision-making.
• Using commercial tools and sales data to identify opportunities and drive action.
• Helping to drive store KPIs, including sales, stock loss, payroll and conversion.
• Supporting store operations and ensuring health and safety standards are maintained.
• Helping to develop a high-performing, motivated and engaged store team.

River Island are looking for someone who:

• Has previous retail experience, ideally within a supervisory role.
• Is passionate about fashion and keeps up with the latest trends.
• Has strong communication and interpersonal skills.
• Can motivate and inspire others to perform at their best.
• Is proactive, adaptable and comfortable working in a fast-paced environment.
• Is happy to take a hands-on approach to tasks including stock replenishment, floor resets and displays.
• Can work weekends, public holidays and key seasonal periods when required.

What River Island offer

Benefits include a generous 50% staff discount and uniform allowance, a bonus scheme and private pension plan, 28 days' paid holiday inclusive of Bank Holidays, access to Retail Trust benefits and wellbeing support, enhanced family leave and opportunities for training and career progression.