Team Leader, Retail

Purpose of the Role

You will be a true Brand Ambassador who will be able to interact easily with a variety of customers. You will be a natural promoter of customer service excellence, a key contributor to the customer’s journey and experience instore, displaying knowledge and experience across product, store systems and processes. You will be hardworking, dedicated, and swiftly identify the needs of your customer to provide engaging styling options.

Your dedication to exceed customer expectations will support the overall store KPI’s, positively contributing to the overall performance through personal productivity, supporting the store management to hold the store in their absence.

• As a supervisory member of the team, you will lead and empower your colleagues, ensuring our customers are at the heart of everything we do.
• You deliver an exceptional customer experience, following the Moss Essential Steps of Service, putting the customer at the forefront, actively listening, and confidently offering individual bespoke advice.
• You lead with and deliver an exceptional customer experience, following the Moss Essential Steps of Service, putting the customer at the forefront, actively greeting, listening, and confidently offering individual bespoke advice, selling in a professional and passionate way.
• You achieve high productivity and motivate colleagues to seize each opportunity to maximise sales and services goals, elevating every interaction, contributing significantly to our business KPI’s.
• You have strong product knowledge for all our services:
  Hire, Custom Made, Retail, Alterations, Ship from Store and can proactively use this towards tailoring the customer experience, delivering operational best practice to support your DM & SM.
• You support management to train store colleagues, utilising the business tools and resources to drive success and encourage peer trust.
• Utilise sales and customer data to inform and guide your interactions, ensuring every decision enhances our collective success and customer satisfaction.
• You will actively seek opportunities to improve store performance and provide the best customer experience, improving service based on feedback from Feefo, Mystery Shops and other tools and resources.
• You will assist store management by taking ownership of stockroom and back area housekeeping, including receiving deliveries, stock handling, adhering to all stock & cash control procedures to minimise cash loss and stock loss.
• You will follow the Appointment process by utilising the appointed platform, ensuring that all customers are contacted prior to their visit and status information is recorded accurately.
• You will be accountable for opening and closing the store in the absence of management.
• Cashier balancing at the end of the day and ensuring correct procedures are followed.

• Prior experience in retail, hospitality, or customer service.
• Possesses excellent knowledge of fashion trends and industry standard.
• POS Systems encompasses familiarity with cash tills, credit card processing, and inventory management systems.
• Knowledge in Data Analytics, leveraging sales and performance insights to drive store success, improve customer experiences, and support continuous excellence.

• Reflects the aesthetic of Moss through personal style and presentation.
• Embraces continuous self-improvement, resilience, and efficient time management as core personal attributes, driven by passion for the brand.
• Has outstanding communication abilities, enriched by emotional intelligence, to inspire, guide, and foster meaningful relationships, with colleagues & customers, effectively elevating the brand's presence.
• Consistently embodies Moss's core values and behavioural competencies in daily responsibilities and interactions.
• Employee Discount: 70% discount across all our stores.
• Team Reward Pay Scheme: Generous bonus scheme, paying up to 15% of your gross monthly salary each month.
• Refer a Friend: We recognise and reward successful referrals for Managers with a £500 bonus.
• Season Ticket Loan: Financial support for commuting.
• Cycle to Work Scheme: Encouraging…