Service & Engagement Team Leader

Target; Nottingham; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading retail company in Nottingham is seeking a Service and Engagement Team Leader to enhance the guest shopping experience. The ideal candidate will lead a team, focus on guest service, and drive loyalty programs. Responsibilities include operational management and flexible shift work. Candidates should possess strong communication skills and a high school diploma. This role offers the opportunity to work in a dynamic environment with a focus on training and team development, contributing to a positive company culture.

Qualifications

• Enjoy interacting and helping others.
• Thrive in a physically demanding environment.
• Open to flexible work schedules.

Responsibilities

• Lead a team to exceed guest service expectations.
• Engage in meaningful development conversations.
• Address guest concerns effectively.

Skills

Guest service fundamentals

Team leadership

Problem solving

Effective communication

Flexibility

Education

High school diploma or equivalent

Tools

Handheld scanners

Job description

ALL ABOUT TARGET

Working at Target means helping all families discover the joy of everyday life. We bring that vision to life through our values and culture.
Learn more at https://corporate.target.com/careers/benefits

ALL ABOUT SERVICE & ENGAGEMENT

Advocates of guest experience who welcome, thank, and exceed guest service expectations by focusing on guest interaction and recovery. Advocates of both in-store and digital services and solutions who are knowledgeable about capabilities and features that drive adoption, usage and ultimately guest loyalty. Empowered to make shopping quick and easy for guests at the checklanes, guest services, gift registry, pick‑up and drive‑up while ensuring exceptional quality.

At Target, we believe in our leaders having meaningful experiences that help them build and develop skills for a career. The role of a Service and Engagement Team Leader can provide you with the skills and experience of:

• Guest service fundamentals, experience building a guest first team culture and driving loyalty programs
• Guest engagement; problem solving and resolution
• Retail business fundamentals including department sales trends, inventory management, guest shopping patterns, pricing and promotions strategies
• Planning department(s) daily/weekly workload to support business priorities and deliver service and sales goals
• Leading a team of hourly team members; including skills in interviewing, developing, coaching, evaluating and retaining talent

Responsibilities

• Demonstrate inclusivity by valuing diverse voices and approaches, being authentic and respectful, and creating equitable experiences.
• Lead a team of passionate and knowledgeable Guest Advocates, Service Advocates, and Front of Store Attendants who strive to exceed guest service expectations.
• Lead and demonstrate a culture of executing best practices as outlined with team onboarding and learning; help close skill gaps through development, coaching and team interactions.
• Understand sales goal(s), business reporting and guest insights to plan and execute daily/weekly workload, to deliver on store sales goals, guest engagement and troubleshoot opportunity areas as needed throughout the day.
• Support Target Loyalty Programs to ensure your team can educate and promote the suite of benefits, features and offerings that reward our guest and/or enhance their shopping experience.
• Support your direct leader by following up on training completion, checking for understanding and supporting continuous education opportunities.
• Engage in consistent, meaningful development conversations throughout the critical touch points within the teams career path.
• Personalize recognition and appreciation of your team to reinforce critical guest service behaviors and promote a positive team and guest‑centric culture.
• Help lead a culture of accountability through clear expectations and performance management.
• Quickly respond to any concerns with a guest’s shopping experience by de‑escalating the situation and ensuring your team understands and feels supported to resolve or address guest concerns and issues.
• Ensure your team members stay up‑to‑date on upcoming major promotions, brand launches and events.
• Evaluate candidates for open positions and develop a guest‑centric team.
• Work a schedule that aligns to guest and business needs (includes early morning, evening, closing, overnight shifts, holidays and weekends).
• Support and enable team members to deliver pick‑up and drive‑up orders efficiently and accurately to digital guests.
• Demonstrate a culture of ethical conduct and compliance; lead team to work in the same way and hold others accountable.
• Lead and demonstrate a safety culture through modeling and recognizing safe behaviors, identifying and correcting hazards, and assisting with incident response and reporting injuries promptly.
• Model creating a welcoming experience by greeting guests as you and your team complete daily tasks.
• Demonstrate how to engage with guests when assistance is needed, engage with guests in a welcoming way, and help solve their specific needs.
• Lead by thanking guests and letting them know we’re happy they chose to shop at Target.
• Model the execution of physical security processes to enhance the in‑store security culture.
• Support merchandise protection strategies across the total store; including ordering, storage, and application as directed by best practices.
• If applicable, as a key carrier, follow all safe and secure training and processes.
• Address all store emergency and compliance needs.
• All other duties based on business needs.

Qualifications

• You enjoy interacting and helping others – including guests that shop our store and fellow team members you work with.
• You thrive in a fast‑moving, highly active and physically demanding role, where teamwork, flexibility, and creative problem‑solving are key to success.
• You are open to working a flexible work schedule with varying hours, days or shifts (including nights, weekends, holidays and other peak shopping times).
• High school diploma or equivalent.
• Must be at least 18 years of age or older.
• Previous retail experience preferred, but not required.
• Lead and hold others accountable.
• Ability to communicate on multiple frequency devices and operate handheld scanners and other technology equipment as directed. Work independently and as part of a team.
• Manage workload and prioritize tasks independently and with a team.
• Welcoming and helpful attitude.
• Effective communication skills.
• Capability to remain focused and composed in a fast‑paced environment and accomplish multiple tasks within established timeframes.
• Access all areas of the building to respond to guest or team member issues.
• Interpret instructions, reports and information.
• Accurately handle cash register operations, cash transactions and oversee cash office processes as needed.
• Scan, handle and move merchandise efficiently and safely; includes frequently lifting or moving merchandise up to 10 pounds and occasionally up to 44 pounds without additional assistance.
• Climb up and down ladders as needed.
• Flexible work schedule and reliable attendance necessary.
• Capable of working in and exposure to varying temperatures, humidity and other elements while performing certain job duties, including but not limited to Drive‑Up, carry‑out etc.
• Ability to remain mobile for the duration of a scheduled shift.

Benefits Eligibility

Find out more about benefits eligibility for this role: https://tgt.biz/BenefitsForYou_C

Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or reach out to Guest Services at 1-800-440-0680 for additional information.