Retail Customer Service Leader

Airport Retail Leader / Customer Service Leader

Salary:
Competitive annual salary plus:
Fantastic benefits include free parking, bonus scheme, wellbeing support (EAP), staff discount, travel discount, life assurance, pension, health cash plan (dental, optical, medical, health and fitness discounts - Cash back plan).

Shift pattern: 3 days on 3 days off, between .

Are you a hands‑on retail leader who thrives in a fast‑paced environment?

Join World Duty Free at Birmingham Airport and lead a team that delivers outstanding customer experiences every day.

As a Customer Service Leader, you’ll coach and motivate a team of colleagues on the shop floor, driving sales, service excellence, and team performance. You’ll play a key role in creating an energetic, inclusive, and high‑performing culture in one of the UK’s most dynamic retail settings.

• Lead, inspire, and develop your team to deliver exceptional service.
• Be visible on the shop floor (around 90% of your time).
• Oversee daily operations, visual standards, and compliance.
• Take ownership in Duty or Service‑Orchestrated leadership roles across the terminal.

• 23 years experience leading teams in a high‑volume retail environment.
• Strong people and communication skills.
• A passion for coaching, motivating, and empowering others.
• Adaptability and enthusiasm for fast‑paced, customer‑focused retail.

• Competitive pay and bonus opportunities.
• Clear career progression and development programmes.
• Staff discounts, travel perks, and retail benefits.
• Supportive, global retail environment.

At World Duty Free, we’re passionate about developing talent and creating an inclusive workplace.

We’re proud to be a Disability Confident Employer and will support you with any reasonable adjustments throughout the recruitment process.