Senior Store Leader & Customer Experience Coach

Virgin Media O2; Newcastle upon Tyne; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Bupa healthcare

Wellbeing support

Pension

Birthday off

EV lease

Cycle to Work

Dental insurance

Exclusive rewards via O₂ Priority app

Job summary

Virgin Media O2 in Newcastle is seeking a Senior Store Advisor to lead a retail team, deliver exceptional customer experiences and drive sales performance. You’ll coach colleagues, own day-to-day operations and support the Store Leader in achieving strong commercial results.

Join a close-knit team, with flexible shifts and a focus on customer outcomes. You’ll participate in induction, training and ongoing development while helping the store stay compliant and customer-focused.

Qualifications

• Proven retail sales experience and a strong track record of delivering commercial results.
• Strong commercial awareness to spot opportunities that improve sales performance and customer outcomes.
• Excellent communication and interpersonal skills, with the confidence to influence, coach and support colleagues.
• Strong organisation and prioritisation skills in a fast-paced retail environment.
• A customer-first mindset and the confidence to take ownership, make sound decisions and resolve issues effectively.
• The role benefits from understanding retail operations and compliance; FCA knowledge is a bonus but training is provided.
• Flexibility, resilience and a positive approach to change and continuous improvement.

Responsibilities

• Lead by example and inspire your team to deliver outstanding sales and customer outcomes every day.
• Build meaningful customer relationships through expert advice and tailored solutions.
• Spot opportunities to grow performance, increase engagement and drive commercial success.
• Coach and develop colleagues, helping them build confidence and capability.
• Resolve complex customer issues with empathy and ownership, turning challenges into positive experiences.
• Support the leadership team in creating an inclusive, motivated and high-performing store environment.
• Drive operational excellence by maintaining standards across compliance, process and customer.

Skills

Retail sales experience

Commercial awareness

Communication skills

Organisation skills

Customer-focused

Adaptability / flexibility

Coaching & mentoring

Job description

Virgin Media O2 in Newcastle is seeking a Senior Store Advisor to lead a retail team, deliver exceptional customer experiences and drive sales performance. You’ll coach colleagues, own day-to-day operations and support the Store Leader in achieving strong commercial results.

Join a close-knit team, with flexible shifts and a focus on customer outcomes. You’ll participate in induction, training and ongoing development while helping the store stay compliant and customer-focused.