Shift Leader: Drive Service Excellence & Growth

Rank Group; Luton; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Amazing Perks!

Hours: Real contracts from 8–35 (no 0‑

Paid breaks

Rewards platform

50% off food & soft drinks (you + 3)

Pension & Life Assurance

Company Sick Pay

Career development opportunities

Uniform provided

Job summary

Rank Group is seeking a Team Leader to run their area on shift, setting the pace and standards so every guest has a brilliant experience. You’ll brief the team, rota within your zone, coordinate breaks, and keep service moving—escalating issues when needed.

You will lead frontline teams to deliver service excellence, hit KPIs for customer satisfaction, speed, and cleanliness, and manage safety, breaks, and coaching in the moment to improve performance.

Qualifications

• Experience leading a team in hospitality/retail/leisure.
• Strong people skills with a customer-first mindset.
• Organised, proactive and calm in a fast-paced environment.

Responsibilities

• Front‑line leadership: brief, position, and motivate your team during live service.
• Service excellence: hit on‑shift KPIs (customer satisfaction, speed of service, cleanliness).
• Operational flow: ensure the right people, right place, right time; manage breaks and micro‑rota changes.
• Coaching in the moment: recognise great service; give immediate, practical feedback.
• Safety & compliance: complete checks; escalated incidents promptly.

Skills

People leadership

Customer service

Team briefing

Shift coordination

Hospitality experience

Job description

Rank Group is seeking a Team Leader to run their area on shift, setting the pace and standards so every guest has a brilliant experience. You’ll brief the team, rota within your zone, coordinate breaks, and keep service moving—escalating issues when needed.

You will lead frontline teams to deliver service excellence, hit KPIs for customer satisfaction, speed, and cleanliness, and manage safety, breaks, and coaching in the moment to improve performance.