Team Manager - Customer Experience

From humble beginnings to disruptive innovations in the retail industry, find out about how Matalan is ever-evolving here.

We know as a team, we are stronger together - we champion equality for all and make lasting connections that go beyond work. We thrive off our inclusive culture, encouraging our colleagues to bring their true selves to work and contributing to collective creativity, open-mindedness and growth.

We want give every candidate the opportunity to perform at their best throughout the application and interview process and then ultimately in their role. If you require any adjustments during our recruitment process, please don't hesitate to let us know.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date.

As a Team Manager, you are a customer-focused retail leader responsible for delivering an exceptional in-store experience that drives customer satisfaction, loyalty and sales performance. You will lead from the shop floor, ensuring service standards, customer engagement and operational execution are consistently delivered to create a seamless shopping journey for every customer.

You will provide daily direction to the store team through coaching, motivation and real-time support, creating a positive and engaging environment for both customers and colleagues. By developing colleagues' service skills, customer focus and product knowledge, you will drive exceptional service behaviours, maximise customer engagement and support the delivery of commercial goals in a fast-paced retail environment.

Leadership and people:

• Create an engaging, customer-focused store environment where colleagues feel motivated, confident and empowered to deliver exceptional service.
• Foster a positive service culture through regular coaching, feedback and recognition, ensuring colleagues are equipped to deliver outstanding customer experiences.
• Lead by example on the shop floor, demonstrating exceptional service standards, customer engagement and sales behaviours.
• Recognise and reward colleague contribution, reinforcing a culture of accountability, customer focus and performance.
• Work closely with the store management team to strengthen service leadership capability and ensure the store delivers a consistently high-quality customer experience.
• Foster a high-performance culture through engaging team briefs, ensuring colleagues understand customer priorities, service expectations and business goals.
• Coach colleagues to confidently resolve customer queries, manage complaints effectively and deliver service recovery that promotes customer loyalty.

Commercial and customer performance:

• Drive a customer-focused culture where the whole team understands the impact of service standards on sales performance and customer loyalty.
• Maintain a strong focus on customer experience, ensuring the store delivers a consistent and high-quality omni-channel journey.
• Lead exceptional service behaviours across the store, ensuring customers receive a warm welcome and a consistent end-to-end shopping experience.
• Lead the delivery of checkout standards, queue management, queue barrier standards, fitting room experience and service recovery.
• Champion omni-channel service performance, supporting Click & Collect, customer returns, Swipe, contactable customer growth and app sign-up initiatives.
• Respond to customer feedback promptly and professionally, ensuring effective follow-up, resolution and learning from customer insight.
• Proactively identify and fulfil customer needs, queries and concerns to deliver an exceptional shopping experience.
• Demonstrate a strong understanding of the store business plan, taking proactive action to…