Team Leader

WHSmith; City of Edinburgh; On-site; GBP 24,000 - 30,000; Full time

Job summary

WHSmith in Edinburgh is seeking a motivated Team Leader to support the day-to-day running of our busy M&S franchise store. You will lead shifts, coach colleagues and uphold brand standards while delivering excellent customer service.

Key duties include supervising daily tasks, merchandising, stock availability and KPIs, and taking ownership of store performance during your shifts. A proactive, energetic leader with retail experience will fit well.

Qualifications

• Previous experience in a retail, convenience or customer-facing environment.
• Experience supervising, leading or coaching a team.
• Strong communication and interpersonal skills.
• Good organisational skills and attention to detail.
• Ability to work effectively in a fast-paced environment.
• A proactive approach and willingness to take ownership.
• Experience within food retail or convenience retail is desirable.

Responsibilities

• Lead by example and promote a positive working environment.
• Supervise colleagues throughout the trading day, ensuring tasks are completed efficiently and to a high standard.
• Provide coaching, guidance and support to team members.
• Assist with the induction and training of new colleagues.
• Support performance conversations and encourage colleague development.
• Help build a strong, engaged and customer-focused team.
• Support colleagues in resolving customer queries and complaints effectively.
• Ensure customers receive a welcoming and positive shopping experience.
• Uphold M&S brand standards and values throughout the store.
• Support the smooth running of daily store operations, including replenishment, merchandising and housekeeping.
• Ensure shelves are fully stocked, displays are maintained and stock is available for customers.
• Monitor product quality, availability and presentation standards.
• Support stock control procedures and minimise waste where possible.
• Assist with cash handling, store opening and closing procedures and operational checks.
• Support the achievement of sales targets and store objectives.
• Monitor store performance and identify opportunities to improve sales, availability and productivity.
• Drive promotional activity and seasonal initiatives within the store.
• Take ownership of store standards and commercial performance during assigned shifts.
• Contribute ideas to improve operational efficiency and customer experience.
• Ensure compliance with company policies, health and safety requirements and food safety procedures.
• Maintain high standards of cleanliness, presentation and organisation throughout the store.
• Support stock accuracy, loss prevention and waste reduction initiatives.
• Ensure all operational procedures are followed consistently and correctly.
• Support workforce planning and the effective deployment of colleagues across the store.
• Assist with recruitment, onboarding and colleague development activities.
• Act as a key point of contact for colleagues during shifts, making decisions and resolving issues as they arise.
• Lead the store in the absence of senior management, ensuring standards, service and operational requirements are maintained.

Skills

Team leadership

Coaching

Customer service

Communication

Stock management

Merchandising

Organisational skills

Ownership

Job description

We are looking for a motivated and hands‑on Team Leader to support the day‑to‑day running of our busy M&S franchise store.

This is a key role within the store, responsible for leading colleagues on shift, maintaining high operational standards, delivering excellent customer service, and supporting the overall performance of the business. The successful candidate will be confident taking ownership of store operations, developing colleagues, and helping to drive commercial results.

Key Responsibilities

Leadership & Team Development

• Lead by example and promote a positive working environment.
• Supervise colleagues throughout the trading day, ensuring tasks are completed efficiently and to a high standard.
• Provide coaching, guidance and support to team members.
• Assist with the induction and training of new colleagues.
• Support performance conversations and encourage colleague development.
• Help build a strong, engaged and customer‑focused team.

Customer Service

• Support colleagues in resolving customer queries and complaints effectively.
• Ensure customers receive a welcoming and positive shopping experience.
• Uphold M&S brand standards and values throughout the store.

Store Operations

• Support the smooth running of daily store operations, including replenishment, merchandising and housekeeping.
• Ensure shelves are fully stocked, displays are maintained and stock is available for customers.
• Monitor product quality, availability and presentation standards.
• Support stock control procedures and minimise waste where possible.
• Assist with cash handling, store opening and closing procedures and operational checks.

Commercial Performance

• Support the achievement of sales targets and store objectives.
• Monitor store performance and identify opportunities to improve sales, availability and productivity.
• Drive promotional activity and seasonal initiatives within the store.
• Take ownership of store standards and commercial performance during assigned shifts.
• Contribute ideas to improve operational efficiency and customer experience.

Compliance & Store Standards

• Ensure compliance with company policies, health and safety requirements and food safety procedures.
• Maintain high standards of cleanliness, presentation and organisation throughout the store.
• Support stock accuracy, loss prevention and waste reduction initiatives.
• Ensure all operational procedures are followed consistently and correctly.

Additional Responsibilities

• Support workforce planning and the effective deployment of colleagues across the store.
• Assist with recruitment, onboarding and colleague development activities.
• Act as a key point of contact for colleagues during shifts, making decisions and resolving issues as they arise.
• Lead the store in the absence of senior management, ensuring standards, service and operational requirements are maintained.

Skills & Experience

• Previous experience in a retail, convenience or customer‑facing environment.
• Experience supervising, leading or coaching a team.
• Strong communication and interpersonal skills.
• Good organisational skills and attention to detail.
• Ability to work effectively in a fast‑paced environment.
• A proactive approach and willingness to take ownership.
• Experience within food retail or convenience retail.
• Experience managing stock, availability and merchandising standards.
• Understanding of sales performance, KPIs and commercial targets.
• Experience supporting recruitment, training or colleague development.

What We're Looking For

We're looking for someone who enjoys leading from the front, takes pride in high standards, and can motivate others to deliver a great customer experience. The ideal candidate will be dependable, commercially aware, and ready to take on increasing responsibility within the business.

Working Hours

This role requires flexibility and will include a mixture of weekdays, evenings, weekends and bank holidays.