Team Leader

Moss; Cardiff; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Employee discount 70%

Bonus scheme up to 15%

Refer a friend £500 bonus

Season ticket loan

Cycle to work

Gym membership discount

Life insurance

Ongoing development

Moss Learning access

Employee hub access

New baby gift

Job summary

Moss in the United Kingdom is seeking a Brand Ambassador to engage customers, promote service excellence, and share knowledge across products and store systems. You will be a hardworking team player who identifies customer needs and offers tailored styling options to boost sales and deliver outstanding experiences.

You will contribute to store performance through personal productivity, training colleagues, and maintaining operations while upholding Moss values.

Qualifications

• Prior experience in retail, hospitality, or customer service.
• Knowledge of fashion trends and industry standards.
• POS systems familiarity including cash tills and card processing.
• Data analytics knowledge to drive store performance and customer experience.

Responsibilities

• Lead and empower colleagues to keep customers at the heart of everything we do.
• Deliver exceptional customer experiences following Moss service standards.
• Greet customers, listen actively, and offer bespoke advice to drive sales.
• Maximise sales and services goals, motivating the team to achieve KPIs.
• Maintain strong product knowledge across Hire, Custom Made, Retail, Alterations, Ship from Store.
• Support management in training staff and using business tools to drive success.
• Use sales data to inform interactions and improve customer satisfaction.
• Take ownership of stockroom and back area housekeeping, deliveries, and stock control.
• Follow appointment processes and record status information accurately.
• Open/close store in absence of management and balance cash.

Skills

Customer service

Fashion knowledge

Data analytics

Tools

POS Systems

Inventory management

Job description

Our Vision is to be admired for our craft, experience, and sustainability. Desired by our customers and loved by our people.

Today Moss is more than a menswear brand, we are ‘Styling individuals for moments that matter’. We’re not just for men on their big day – we’re for everyone, all the time. Whether they need to hire a one-off outfit, elevate their daily wardrobe, or create a custom piece, we’re by their side with over 170 years of tailoring know-how and considered clothing made for life as we all live it now.

Our shared values encourage us to Trust our colleagues to think Creatively and plan for the sustained growth and development of Moss. For us this is about working Collaboratively and using Agility to forge a clear path ahead to achieve lasting success, whilst leaving a positive impact. Embracing our values strengthens our relationship with our customers and helps define our collective identity.

Purpose of the Role:

You will be a true Brand Ambassador who will be able to interact easily with a variety of customers. You will be a natural promoter of customer service excellence, a key contributor to the customer’s journey and experience instore, displaying knowledge and experience across product, store systems and processes. You will be hardworking, dedicated, and swiftly identify the needs of your customer to provide engaging styling options. Your dedication to exceed customer expectations will support the overall store KPI’s, positively contributing to the overall performance through personal productivity, supporting the store management to hold the store in their absence.

Key Responsibilities:

• As a supervisory member of the team, you will lead and empower your colleagues, ensuring our customers are at the heart of everything we do.
• You deliver an exceptional customer experience, following the Moss Essential Steps of Service, putting the customer at the forefront, actively listening, and confidently offering individual bespoke advice.
• You lead with and deliver an exceptional customer experience, following the Moss Essential Steps of Service, putting the customer at the forefront, actively greeting, listening, and confidently offering individual bespoke advice, selling in a professional and passionate way.
• You achieve high productivity and motivate colleagues to seize each opportunity to maximise sales and services goals, elevating every interaction, contributing significantly to our business KPI’s.
• You have strong product knowledge for all our services: Hire, Custom Made, Retail, Alterations, Ship from Store and can proactively use this towards tailoring the customer experience, delivering operational best practice to support your DM & SM.
• You support management to train store colleagues, utilising the business tools and resources to drive success and encourage peer trust.
• Utilise sales and customer data to inform and guide your interactions, ensuring every decision enhances our collective success and customer satisfaction.
• You will actively seek opportunities to improve store performance and provide the best customer experience, improving service based on feedback from Feefo, Mystery Shops and other tools and resources.
• You will assist store management by taking ownership of stockroom and back area housekeeping, including receiving deliveries, stock handling, adhering to all stock & cash control procedures to minimise cash loss and stock loss.
• You will follow the Appointment process by utilising the appointed platform, ensuring that all customers are contacted prior to their visit and status information is recorded accurately.
• You will be accountable for opening and closing the store in the absence of management.
• Cashier balancing at the end of the day and ensuring correct procedures are followed.

What You’ll Need to Succeed:

Technical:

• Prior experience in retail, hospitality, or customer service.
• Possesses excellent knowledge of fashion trends and industry standard.
• POS Systems encompasses familiarity with cash tills, credit card processing, and inventory management systems.
• Knowledge in Data Analytics, leveraging sales and performance insights to drive store success, improve customer experiences, and support continuous excellence.

About You:

• Reflects the aesthetic of Moss through personal style and presentation.
• Embraces continuous self-improvement, resilience, and efficient time management as core personal attributes, driven by passion for the brand.
• Has outstanding communication abilities, enriched by emotional intelligence, to inspire, guide, and foster meaningful relationships, with colleagues & customers, effectively elevating the brand’s presence.
• Consistently embodies Moss’s core values and behavioural competencies in daily responsibilities and interactions.
• Employee Discount: 70% discount across all our stores.
• Team Reward Pay Scheme: Generous bonus scheme, paying up to 15% of your gross monthly salary each month.
• Refer a Friend: We recognise and reward successful referrals for Managers with a £500 bonus.
• Season Ticket Loan: Financial support for commuting.
• Cycle to Work Scheme: Encouraging eco-friendly travel.
• Discounted Gym Membership with PureGym: Promoting physical health and fitness.
• Life Insurance: Providing peace of mind for colleagues.
• Ongoing Development: Tailored to suit your career ambitions from day one.
• Access to Moss Learning: An online learning platform for skill enhancement.
• Employee Hub: Easy access on the go to colleague benefits, recognition, wellbeing, and company updates.
• New Baby Gift: Celebrating important personal milestones of colleagues.

If you want to know more about MOSS, our people and our culture, search #LifeatMoss or TailorYourCareer on LinkedIn

Moss is unable to offer visa sponsorship. Applicants must have the right to work in the UK at the time of application. Unfortunately, we are not able to support visa applications or future sponsorship.