Team Leader - Stores

Today, Dunelm; Ashford; On-site; GBP 19,000 - 20,000; Full time

Benefits offered by this job

Annual leave 25 days

Staff discounts

Salary advance

Professional development

Cycle to work

Job summary

Dunelm in Ashford is seeking a Pausa Coach to deliver joyful customer experiences and lead by example. You will focus on excellent service, CSAT scores, and helping customers find products they love.

You will coach the team, set daily targets, manage stock, and collaborate with store leaders to implement campaigns. The role is a minimum 30 hours per week with an hourly rate of £13.85–£14.41, plus overtime. Overtime and progression opportunities reflect our commitment to development.

Qualifications

• Be customer obsessed - consistently consider the impact of your actions on the customer experience, and strive to deliver joyful experiences in the most effective and thoughtful way
• Lead by example - engage with your customers, listen to their thoughts and pick up on the little details that help make their experience even better
• Consistently deliver exceptional customer service to support strong CSAT (Customer Satisfaction) scores, ensuring every customer receives a welcoming, helpful, and memorable experience.

Responsibilities

• Be customer obsessed and deliver joyful experiences for customers.
• Lead by example by engaging with customers and listening to their needs.
• Drive high CSAT by providing welcoming and helpful service.
• Set a fast, friendly pace to ensure customers leave smiling.
• Inspire the team to share expert advice and product recommendations.
• Handle hiccups calmly, using escalation processes when needed.
• Support wellbeing and development conversations with the team.
• Collaborate with leadership to implement engagement plans in-store.
• Keep stock of bestsellers and smartly manage merchandising and displays.

Job description

Salary & Hours

Pausa Coach: £13.85 rising to £14.41 per hour. Starting salary equivalent of £21,606 rising to £22,479.60 per year, plus overtime. This is a minimum 30hrs per week position.

Responsibilities and Duties

• Be customer obsessed - consistently consider the impact of your actions on the customer experience, and strive to deliver joyful experiences in the most effective and thoughtful way
• Lead by example - engage with your customers, listen to their thoughts and pick up on the little details that help make their experience even better
• Consistently deliver exceptional customer service to support strong CSAT (Customer Satisfaction) scores, ensuring every customer receives a welcoming, helpful, and memorable experience.
• Set the pace for a fast and friendly service that leaves customers smiling and wanting to come back again and again
• Inspire your team to deliver joy through every interaction, including using their expert advice and recommending their favourite products
• Handle any hiccups calmly and confidently, using the food escalation process when needed
• Celebrate the wins (big and small) and create an environment where everyone feels they can be their best self - valued, supported and genuinely proud of the work they do
• Check in with your team through regular wellbeing 121s, progress and career conversations and support the store succession plan
• Support the Leadership Team to bring the Engagement Action Plan to life in-store
• Build motivation within your team by setting daily targets and weekly product focuses to maximise sales
• Have weekly catch ups with your Store Coach to talk trade, compliance, customers, rotas and the week ahead
• Keep the bestsellers in stock by ordering smartly and minimising waste
• Make sure merchandising and campaigns are set up right first time - and coach your teams to confidently flex displays throughout the day
• Encourage ideas, improvements and fresh thinking - so Pausa continues to grow with our customers
• You are customer obsessed - you inspire your team to put customers first and lead by example in every interaction
• You've led a team before - ideally in a fast-paced retail setting where there's always something going on
• You've worked with food and drink - maybe in a café, a deli, or somewhere that smells like toast in the morning
• You're happy to work weekends - we're at our busiest when everyone else is off, so flexibility is key
• You care about your team - you're the kind of person who checks in, cheers people on, and helps everyone feel part of something good
• You're a great communicator - whether it's chatting with customers or catching up with the Store Coach, you know how to get your point across

Company Culture & Diversity

We want people who bring something new to the table - different perspectives, fresh ideas, and a shared love of making our stores feel like home.

D&I statement: Dunelm is committed to becoming an inclusive business that is representative of our customers and locations. We recognise the value in diversity and welcome applications from all candidates regardless of age, race, religion, disability, gender or sexual identity, socio-economic background or education. We are committed to making Dunelm a place where everyone can enjoy a successful career and have systems in place to support all our colleagues.

Our commitment to you Accessibility allows everyone to have an equitable chance when applying and showing off their potential, which helps us create a more inclusive and diverse team that brings fresh ideas and perspectives. Should you need it, we have an accessibility tool available in the top menu to support you when you're completing your application. If you require any other reasonable adjustments during the application and assessment process, reach out to your recruitment partner.

We have adapted our ways of working to make sure everyone can feel at home, wherever they work. For most roles, we offer flexible working options. In our stores, they include opportunities to work on a part-time basis, seasonal contracts, or adjusted hours to accommodate the important things in your life outside work.

Wellbeing is more than just a buzzword here. From our Wellbeing Buddies and Mental Health First Aid training to our progressive parental leave, menopause policies and Colleague Support Fund, we're committed to supporting our colleagues in every area - and at every stage - of their lives. Through our partnership with the Retail Trust, everyone at Dunelm has free access to a 24/7 Virtual GP, as well as therapy and counselling, plus information, guidance and advice in all areas of financial, emotional and physical wellbeing.

Meet Amanda, our Chief Stores and People Director, who shares how she feels empowered to take opportunities every day, why Dunelm is her happy place, and why it's a really exciting time to join us.

Take opportunities Meet Amanda, our Chief Stores and People Director, who shares how she feels empowered to take opportunities every day, why Dunelm is her happy place, and why it's a really exciting time to join us.

Look in our toy box of technologies the employees are currently using.

Dazzling design: At Dunelm, we love every aspect of the design process. We're continually researching new developments in packaging, materials and production methods, tapping into new data insights and keeping track of changing lifestyle trends. We're hugely collaborative in the way we work. Together, the teams here have a direct impact on our success, creating amazing products that drive sales and delight our customers, as well as providing direction for our wide and varied range of brands.

We want you to get as much out of working with us as possible. That's why we'll do everything we can to engage you in the process of learning, and encourage you to explore new opportunities around your particular skills and interests.

For you, this includes: Thrive, our learning and skills platform which gives you a blended, bite-sized, social learning experience with learning relevant to your role; Our Step Up programme which is designed to prepare you for a Team Leader role; Personal Effectiveness workshops and self-led learning, also delivered through Thrive; Apprenticeships opportunities relevant to your role - from level 2 (equivalent to GCSE) through to Level 7 (equivalent to Masters); Colleague Development Fund to support colleagues in accessing external training relevant to your role; Coaching and mentoring opportunities to support you in your current role and help you prepare for the next; Functional academies that offer training to support you in the technical aspects of your role; Self-awareness tools to help you understand what really matters to you, and where your own talents and ambitions lie; Our Enterprise Leadership Programme designed specifically for our strong growth potential Heads of Department to help them reach the next level in their career; Our INSPIRE Programme designed for our strong growth potential senior managers across the business to enhance their leadership capability.

Benefits

• 25 days annual holiday plus your birthday off to celebrate, and another day when you move home, so you can get settled in.
• Generous discounts on all our own products, in-store and online to help you make your house a home.
• Instant discounts with a range of other companies to help you stretch your budget.
• Salary Advance so you can access up to 50% of the money you've earned during the month, rather than having to wait until pay day.
• Outstanding development opportunities and all the support you need to grow your career the way you want.
• Cycle to work scheme to help you keep your fitness up and your travel costs down.