One Stop - Shift Leader

Responsibilities

• Coordinate the team to deliver the easiest shopping trip in the community
• Open/close the store and complete duty cover, making sure all decisions are right for customers, colleagues, and everyone's safety
• Be the go‑to person for colleagues in the absence of the Store Manager for day‑to‑day operational queries
• Support the Store Manager to co‑ordinate seasonal, community and charity events, creating a great inclusive atmosphere
• Make sure the store is always clean, tidy, and well presented
• Prioritise the replenishment of products that matter to our customers
• Make sure point of sale and shelf edge labels reflect what good looks like
• Take immediate action for any overcharges and prevent any reoccurrence
• Proactively manage queues in store to deliver a great shopping trip for our customers
• Co‑ordinate colleagues, ensuring they deliver daily priorities and have their breaks at the right time to fit around trade patterns
• Be knowledgeable about my store, coordinating others to deliver the practical actions to make improvements
• Follow company health and safety routines and ensure colleagues do the same
• Deliver communication to the team, ensuring they are kept well informed
• Look at ways to simplify our operations and share these ideas with my Store Manager
• Always put the customer first and consider them in everything I do
• Readily available to resolve customer queries, leaving them with a smile on their face
• Adjust the service I give to each customer to meet their needs
• Recognise and celebrate colleagues giving great service
• Understand what may be getting in the way of delivering a great service and help to remove these obstacles
• Resolve colleague's queries in the absence of the Store Manager, or escalating these to the Store Manager where appropriate
• Ensure the store is staffed appropriately, reacting to short term absences/sickness by actively finding cover for shifts
• Be a recognised Keyholder for the store, attending alarm call outs where necessary to ensure the safety and security of the store
• Monitor and action any internal comms, ensuring messages are actioned in a timely manner and all colleagues are kept informed
• Co‑ordinate colleagues to meet the needs of customers and the operations of the store, feeding back to the Store Manager any issues with colleagues in the building during shift(s)
• Balance your time across service and replenishment areas of the store
• Actively support your Store Manager in managing absence within the store, ensuring return to work interviews are conducted for CSA Colleagues and absence triggers reported and acted upon in line with the One Stop absence policy procedures
• Build meaningful relationships with both your Area Manager & People Partner, ensuring you have the knowledge, ability and confidence to escalate relevant issues in a timely manner, seek out advice and support when needed and benefit from in‑the‑moment coaching opportunities

• Role model great customer service ensuring customers' needs are met
• Build strong long‑lasting relationships with colleagues to create a team spirit, encouraging them to be at their best
• Be a clear communicator to keep the team well informed
• Confident in taking the lead when in charge of the store
• Flexible in the way you think, making decisions efficiently and handling change to ensure everything we do is right for customers and colleagues
• Energetic, driving and motivating others to deliver expectations and effectively balance priorities
• Always look for ideas and opportunities to improve the customer shopping trip and to support the community