Shift Leader: Retail Duty Captain & Customer Champion

Tesco; Risca; On-site; GBP 19,000 - 23,000; Full time

Job summary

One Stop is seeking a Shift Leader to join our team in a fast-paced retail environment. You will run duty shifts, coordinate a team, and ensure the store is clean, well presented and ready to serve customers.

You will guide colleagues, cover shifts as needed, manage queues, uphold health and safety, and drive store improvements through hands-on coaching. A keyholder role may be required for security and operations.

Qualifications

• Experience leading a retail team and running shifts.
• Strong communication and customer service focus.
• Ability to coach colleagues and provide feedback.
• Proven problem-solving and decision-making on the shop floor.
• Attention to detail and organisational skills.
• Ability to manage time and prioritise tasks.
• Adaptability to changing store priorities.
• Basic numerical awareness for stock and payments awareness.

Responsibilities

• Coordinate the team to deliver the easiest shopping trip in the community
• Opening/closing the store and completing duty cover, making sure all decisions are right for customers, colleagues, and everyones safety
• Being the go-to person for colleagues in the absence of the Store Manager for day-to-day operational queries
• Supporting the Store Manager to co-ordinate seasonal, community and charity events, creating a great inclusive atmosphere
• Making sure the store is always clean, tidy, and well presented
• Prioritise the replenishment of products that matter to our customers
• Making sure point of sale and shelf edge labels reflect what good looks like
• Taking immediate action for any overcharges and preventing any reoccurrence
• Proactively manage queues in store to deliver a great shopping trip for our customers
• Co-ordinating colleagues, ensuring they deliver daily priorities and have their breaks at the right time to fit around trade patterns
• Being knowledgeable about my store, coordinating others to deliver the practical actions to make improvements
• Following company health and safety routines and ensuring colleagues do the same
• Delivering communication to the team, ensuring they are kept well informed
• Looking at ways to simplify our operations and share these ideas with my Store Manager
• Always putting the customer first and consider them in everything I do
• Readily available to resolve customer queries, leaving them with a smile on their face
• Adjusting the service, I give to each customer to meet their needs
• Recognising and celebrating colleagues giving great service
• Understanding what may be getting in the way of delivering a great service and helping to remove these obstacles
• Resolving colleagues queries in the absence of the Store Manager, or escalating these to the Store Manager where appropriate
• Ensuring the store is staffed appropriately, reacting to short term absences/sickness by actively finding cover for shifts
• Being a recognised Keyholder for the store, attending alarm call outs where necessary to ensure the safety and security of the store
• Monitoring and action any internal comms, ensuring messages are actioned in a timely manner and all colleagues are kept informed
• Coordinating colleagues to meet the needs of customers and the operations of the store, feeding back to the Store Manager any issues with colleagues in the building during shift(s)
• Balancing your time across service and replenishment areas of the store
• Actively support your Store Manager in managing absence within the store, ensuring return to work interviews are conducted for CSA Colleagues and absence triggers reported and acted upon in line with the One Stop absence policy procedures
• Building meaningful relationships with both your Area Manager & People Partner, ensuring you have the knowledge, ability and confidence to escalation relevant issues in a timely manner, seek out advice and support when needed and benefit from in the moment coaching opportunities.
• If this store has a Post Office Local, Your duties will include the day to day operations of the post office therefore you will be required to undertake a Post Office Financial and criminal conviction background check, which you will be required to pass in order to proceed with this role, if these checks fail, we will be forced to withdraw the job offer.

Skills

Communication Skills

Customer Focus

Problem-Solving

Teamwork

Attention to Detail

Adaptability

Technical Skills

Time Management

Job description

One Stop is seeking a Shift Leader to join our team in a fast-paced retail environment. You will run duty shifts, coordinate a team, and ensure the store is clean, well presented and ready to serve customers.

You will guide colleagues, cover shifts as needed, manage queues, uphold health and safety, and drive store improvements through hands-on coaching. A keyholder role may be required for security and operations.