Supervisor - Until January 2027

Heathrow Employment & Skills Academy; Hounslow; On-site; GBP 17,000 - 25,000; Full time

Benefits offered by this job

Overtime pay

Store/restaurant discounts

28 days holiday + birthday

Pension scheme

Annual staff party

Terms and conditions apply

Job summary

Fortnum & Mason opens a flagship store at Heathrow Terminal 2 and seeks a customer-focused Supervisor to join the opening team. You will lead the shop floor, support management, and ensure smooth day-to-day operations in a fast-paced, high-footfall travel retail environment.

The role requires experience in retail or hospitality, strong communication, and a proactive, hands-on leadership style to drive sales and customer satisfaction.

Qualifications

• Experience in a retail or hospitality environment.
• Strong communication skills and confidence leading a team on the shop floor.
• Proactive, hands-on approach with a positive attitude.
• Ability to work in a fast-paced, high-footfall environment.
• Flexible to work shifts, including early mornings, evenings, weekends, and bank holidays.
• Experience in travel retail or luxury retail is advantageous.

Responsibilities

• Lead by example to deliver outstanding customer service in line with Fortnum & Mason’s standards.
• Support the management team in supervising the shop floor and guiding the team.
• Drive sales through excellent product knowledge and proactive customer engagement.
• Assist with daily operations including stock replenishment, merchandising, and cash handling.
• Support the training and coaching of team members.
• Ensure compliance with company policies, health & safety, and Heathrow operational requirements.

Skills

Customer service

Team leadership

Communication

Sales-driven

Stock replenishment

Cash handling

Training & coaching

Health & safety

Job description

Fortnum and Mason are looking for an enthusiastic and customer-focused Supervisor to join the opening team of our new Fortnum & Mason store in Heathrow Terminal 2. This is an exciting opportunity to be part of a flagship travel retail environment, delivering exceptional service to customers from around the world

As a Supervisor, you will play a key role in supporting the management team, leading the shop floor, and ensuring the smooth day-to-day running of the store

What You'll Do:

• Lead by example to deliver outstanding customer service in line with Fortnum & Mason’s standards
• Support the management team in supervising the shop floor and guiding the team
• Drive sales through excellent product knowledge and proactive customer engagement
• Assist with daily operations including stock replenishment, merchandising, and cash handling
• Support the training and coaching of team members
• Ensure compliance with company policies, health & safety, and Heathrow operational requirements

Fortnum & Mason expect the successful candidate to have the following skills and experience:Experience in a retail or hospitality environment, ideally in a senior sales or supervisory positionA passion for delivering exceptional customer serviceStrong communication skills and confidence leading a team on the shop floorProactive, hands-on approach with a positive attitudeAbility to work in a fast-paced, high-footfall environmentFlexible to work shifts, including early mornings, evenings, weekends, and bank holidaysExperience in travel retail or luxury retail is advantageousPlease note:Appointment is subject to satisfactory references and pre-employment checks (5 years)Due to the security requirements of working at Heathrow Airport, additional screening will be required

Why Work for Fortnum and Mason

• Competitive hourly rate + paid overtimeUp to 40% store and restaurant discounts
• 28 days holiday + a day off for your birthday and 5 extra wellbeing days off
• Matched pension scheme and career development opportunitiesAnnual staff party and incredible gifts after 5 years
• Subject to terms and conditions