Shift Leader — Retail Ops & Customer Champion

One Stop Stores Ltd; Wincanton; On-site; GBP 23,000 - 29,000; Full time

Job summary

One Stop is seeking a Shift Leader to join our team in a fast-paced retail environment where no day is the same. You will run duty shifts, coordinate a team to deliver a clean, full store that exceeds customer expectations and coach colleagues to improve service.

You will be the store expert on performance, take ownership of day-to-day operations, ensure safety, and support the Store Manager in delivering seasonal and community initiatives. Customer-first mindset is essential.

Qualifications

• Experience in retail leadership or supervisory role.
• Strong customer service focus.
• Ability to manage duty shifts and store operations.
• Excellent communication and problem-solving skills.

Responsibilities

• Coordinate the team to deliver the easiest shopping trip in the community.
• Open/close the store and complete duty cover, making sure all decisions are right for customers, colleagues, and everyone’s 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 colleague’s 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 elevate relevant issues in a timely manner, seek out advice and support when needed and benefit from in the moment coaching opportunities.
• <b>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.</b>

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 where no day is the same. You will run duty shifts, coordinate a team to deliver a clean, full store that exceeds customer expectations and coach colleagues to improve service.

You will be the store expert on performance, take ownership of day-to-day operations, ensure safety, and support the Store Manager in delivering seasonal and community initiatives. Customer-first mindset is essential.