Team Coach Level 3

Naylor's Equestrian Llp; Greater London; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Company discount (25% off)

TELUS Health platform access

Health cash plans

Career development courses

Apprenticeships & qualifications

Discounted gym memberships

Employee networks & volunteering

Incremental holiday allowance

Job summary

Naylor's Equestrian Llp is seeking a Coach Level 3 to support store management in day-to-day operations and ensure an outstanding customer experience. The role drives sales through effective merchandising, stock control and team leadership.

You will mentor staff, manage openings, and help deliver service standards that exceed customer expectations while maintaining a positive, compliant work environment within the store in Greater London.

Qualifications

• Experience in a supervisory role or team lead is preferred with comprehensive induction and training.
• Confident in delivering exceptional customer service at all times across diverse customers.
• Experience in visual merchandising and stock control to maximise store performance.

Responsibilities

• Support store management to deliver outstanding customer experiences.
• Key holder responsibilities including opening/closing and cash handling.
• Address customer complaints and inquiries to achieve best outcomes.
• Monitor daily service levels to meet or exceed targets and use KPI data for improvements.
• Assist with product placement using sales data and reports.
• Oversee deliveries and stock handling, minimising loss and maximising profits.
• Uphold company standards, mentor colleagues, and reinforce a positive work environment.
• Disseminate daily briefs and head office communications to the team.
• Lead by example with hands-on leadership and task delegation.
• Support induction and training of new starters and ongoing development of staff.
• Daily tasking and replenishment to keep the sales floor stocked.
• Maintain safe working practices and engage with visuals to enhance merchandising.
• Apply KPIs like Footfall, ATV, USP and Conversion to drive performance.

Skills

Supervisory experience

Customer service excellence

Merchandising knowledge

MS Office

Communication skills

Flexible hours

Tools

Microsoft Office

POS systems

Job description

Role overview:

The key role of a Coach Level 3 is to aid the management team in the day-to-day running of the store, upholding the core values of the business whilst remaining compliant with all relevant KPIs. As a level three coach and the first step into size? management, the focus will be placed on creating a positive working environment whilst ensuring the sales team consistently deliver of a level of service that exceeds the demands and expectations our consumers.

Responsibilities:

• Work alongside the store manager and assistant manager, to ensure the team delivers exceptional customer experiences.
• Key holder - assist in the opening and closing of the store and money handling.
• Deal with customer complaints and enquiries, providing the best possible outcome.
• Monitor the service of the sales team on a daily basis to ensure that targets are achieved, and where possible exceeded.
• Use business knowledge and reports to assist in product placement of key selling lines.
• Ensure the management of deliveries and stock handling in a timely manner, adhering to all stock control procedures to minimise stock loss and maximise profits.
• Uphold Company standards and act as a mentor, leader and positive role model to others, building and maintaining strong relationships that work collaboratively towards the common business goals.
• Ensure daily briefs and all relevant Head Office communications are shared and understood by all members of your team.
• Implement and delegate tasks with close follow up, but lead by example with a hands‑on approach.
• Provide assistance with the induction and training of new starters, alongside the training and development of all existing colleagues to meet the company’s expectations.
• Daily tasking requirements and replenishment systems, ensuring the sales floor is always replenished.
• Conduct your work in a safe and responsible manner.
• Continually engage with the visual team to develop merchandising skills, standards and commercial opportunities.
• Have a understanding of KPIs - Footfall, ATV, USP and Conversion and how to apply this to a store environment. Using these figures to drive, and where possible, exceed targets.

Role objectives and KPI’s:

• Ensure the highest level of customer satisfaction by driving and maintaining exceptional service standards and promptly and addressing customer needs.
• Drive sales & enhance store turnover through effective merchandising, stock replenishment & team motivation.
• Lead and develop the shopfloor team to ensure high performance, engagement and adherence to store policies and procedures.
• Ensure the shopfloor is consistently clean, organised, and visually appealing to enhance the customer shopping experience.

Skills and Experience:

• The ideal candidate will have a keen interest in the size? brand and the products we specialise in.
• Confident in communicating with our variety of consumers and providing them with exceptional customer service at all times.
• Experience in a supervisory role is preferred but not essential as a full induction and training and development program will be provided
• Ambition, resourcefulness and someone who is looking for opportunities to learn more.
• Strong work ethic, places importance on effective time management.
• Self‑motivated, adaptable, resilient.
• Problem solving.
• Knowledge of Microsoft Office (Outlook, Word, Excel).
• Excellent communication skills.
• Experience in Visual Merchandising would be advantageous.
• Commercially driven.
• Flexible with working hours in order to meet business needs.

Benefits

• Company discount of 25% off a large number of products in-store and online (JD Sports, Size?, Foot Patrol, Blacks, Millets, GO Outdoors)
• Exclusive deals and discounts and offers from retail and hospitality businesses through our online benefits platform (TELUS Health)
• Access to digital health and well‑being services through our benefits platform (TELUS Health)
• Health cash plans
• Wide range of internal development courses to support personal and professional development throughout your career journey with the Group
• Access to apprenticeships & accredited qualifications - Earn while you learn and gain nationally recognised qualifications (England Only)
• Discounted Gym memberships at JD Gyms
• Access to colleague networks, to share lived experiences and support initiatives that drive positive change.
• Opportunities to volunteer and contribute to JD Foundation
• Employer engagement forums to help influence positive change
• Incremental Holiday Allowance