Customer Experience jobs in United Kingdom

Reports to : Store Management

Location : Bluewater

Hours : 39 Hours

As a Team Leader, you are an ambassador of Moss’s Keystone Habit - Exceptional Customer Service.

You deliver results through the Moss Way, the way we do things around here. This combines :

• Spirit - the emotional energy we hire for and nurture.
• Moss Moments - the meaningful connections we create with customers.
• Moss Confidence - the expertise and assurance we bring through service.

All of this is underpinned by our Values and brought to life through our Behaviours – Think Customer, Care Passionately, Act Authentically, Adapt Boldly.

By living the Moss Way every day, you ensure outstanding customer experiences, strong commercial performance, and an engaged, motivated team.

• Spirit is the emotional energy that powers Moss. We hire for it, grow it, and celebrate it.
• Values are our compass, guiding decisions and actions.
• Behaviours are how Spirit and Values come alive :
• Think Customer - See every decision through the customer’s eyes, balancing service and commercial impact.
• Care Passionately - Bring energy, pride, and positivity; recognise and celebrate great team service delivery.
• Act Authentically - Lead and support with integrity, openness, and fairness; build trust through consistency.
• Adapt Boldly - Respond with confidence to change; support your Store Management to lead the team through challenges and opportunities.

• Sales & Performance : Support the management team in driving sales and profit growth across formalwear and casualwear by using commercial opportunities and data, to optimise performance and help the team achieve their daily targets.
• Driving KPIs : Contribute to the achievement of ATV, UPT, and conversion through leading by example on the shop floor, and delivering service excellence.
• Customer Experience : Ensure every customer experiences the Moss Way, with Spirit, Moss Moments, and Moss Confidence evident in every interaction.
• Team Support and Motivation : Act as a role model, supporting with onboarding and the development of the team; and helping to build an engaged working environment.
• Operational Execution : Take responsibility for ensuring key operational tasks such as stock accuracy, loss prevention, and visual merchandising standards are completed efficiently and in line with Company policy.
• Adapting to Change : Support the store management to lead the team through change with a positive and flexible approach, ensuring adoption of new initiatives while maintaining standards and performance.

• Sales, profit, and KPI targets achieved (ATV, UPT, conversion).
• Consistently high NPS, customer satisfaction, and mystery shop results.
• Recognition as a proactive Team Leader who lives Moss Spirit and drives the Keystone Habit.
• Compliance and operational tasks completely accurately and efficiently.
• Positive team engagement, and support for colleagues, with a focus on those who are onboarding.
• Smooth adoption of change initiatives, delivered on time and with impact.

• A passion for delivering exceptional service and demonstrates the Moss Spirit - authentic, passionate, caring, and confident.
• A customer-first approach with the ability to inspire others to deliver results.
• Confidence on the shop floor, with strong communication and teamworking skills and an understanding of commercial priorities.
• Shows a passion to learn about product, styling and commercial priorities, with a curiosity for both formalwear and casualwear trends.
• Ability to follow process and interpret data, to support and lead the team.

• Previous retail experience, ideally in a senior sales or team support / supervisory role.
• Understanding of Retail KPI’s and the importance of the customer experience.
• Experience in supporting with the training and development of team members.
• Confidence using digital tools for stock, commercial operations / insights, and communication.
• Resilient, flexible and able to thrive in a fast-paced commercial environment.

• Competitive salary and performance-based incentive plan.
• Opportunities for career progression and personal development.
• A values-led culture where Moss Spirit is celebrated, and performance is recognised and rewarded.
• A comprehensive rewards and benefits programme.

At Moss, we hire for Spirit, train for skills, and reward for contribution. If you’re ready to take your next career step to lead with Moss Spirit, this is your chance to be exceptional, creating experiences that matter for your team, your customers, and yourself.

If you would like to more about Moss, our People and Culture search #LifeatMoss or #TailoryourCareer on LinkedIn.